Role Introduction

Reports To: Assistant Manager, Employee Services (OSS)

GBS is Cathay Pacific's trusted partner in establishing end to end processes and services to deliver value through simplification, innovation and automation.

The ultimate purpose of this role is to deliver quality customer contact services, in a cost effective and efficient way, to all relevant stakeholders and to drive high quality customer experience across GBS HTR for all business units / subsidiaries, employees and external stakeholders.

This role is accomplished by providing support to teams in multiple locations and provide inputs to guide and drive

First class customer serviceStandardization and simplification of policies and proceduresReview of existing tools on documentation and information managementProposal and implementation of improvement initiatives such as lean, robotics, and data managementImprovement of GBS presence throughout internal communication channelsKey Responsibilities

Operational Support Services team is part of the Hire to Retire (Employee Services) stream which provides operational services and Crew Membership Card (CMC Card / ICAO) administration of the end-to-end transactional activities associated with the employee experience for employees and business units in multiple locations. 

Daily Operations

Provide first-line support through such as, emails, and My Cases, Complete customer contact tasks are carried out to a high standard and completed within service level agreements (SLAs), ensuring compliance with relevant corporate/local policies and industry best practiceProvide regular operational feedback and suggestion to the Assistant Manager , Operational Support Services, and respective team lead as well as anticipates and escalates risk matters promptlyEscalate requests to relevant teams in a responsive, timely and efficient mannerEnsure information is communicated clearly and appropriatelyApply Lean processes to ensure that GBS meets or exceeds customer requirements.Given the handling of sensitive data, to maintain confidentiality and observe data protection and associated guidelines where appropriate.Shift work may be required.

Process improvement initiatives

Make recommendations on improvement opportunities based on data collected through the customer services databaseCollaborate with business units in process optimization initiatives/projects where neededSupport process improvement initiatives within GBS as well as with People, business units, IT to deliver efficiencies and benefits to internal and external customers ensuring compliance with relevant legislation e.g. My Cases, Travel Hub enhancementsKeeping track of endpoint digital solutions and trends in IT support to ensure effective service engagement and communication with senior executives to cover Case Management System, Crew Membership Card Admin Platform, Ticketing System.Requirements
Tertiary education in business, HR, tourism discipline3+ years of experience in general administration within Business Services / Shared Services environmentAbility to multi-task between daily operations and project initiatives in a fast-paced environmentStrong influencing and interpersonal skills to collaborate with Business Units and work with a diverse group of people to meet goals and objectivesStrong verbal and written communication in English and ChineseCustomer-centric. Ability to act consistently and fairly with GBS’ customers/business units, focusing on resolving issues and performing with a customer focused attitude.Open-minded in adopting technologiesCapability to work independently with strong sense of responsibilityRetirees are also welcomePersonal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.

Apply now

Share