Company Description

Move Beyond! To move people forward in life - We are the people behind Cathay Pacific. We are proud of our Hong Kong heritage but equally proud of the global, diverse workforce that makes us who we are. We are relentlessly driven to create lifetime customer loyalty, value for our shareholders and satisfaction and enrichment for our employees. We are a complex global business, but we are also family. And whether we are in the cockpit or behind a desk, moving cargo, checking our passengers in or ensuring they are safe and comfortable while in the air, we are all one team, focused on delivering one world-class airline operation. Join us and discover just how far you can go!

Role Introduction

Cathay Pacific Canada is looking for enthusiastic, service oriented professional to join the Vancouver Airport Team. The successful candidate will oversee and supervise the daily assigned team member functions to ensure overall operations run smoothly and efficiently during the operational shift whilst conforming to established safety and security standards. They will deliver the best possible operation and airport service experience to ensure our customers always feel special, valued and recognised regardless of circumstance.

 

Overview

Safety First, Quality Always

Rigorously execute corporate safety, security and quality policies to ensure the station, employees and suppliers are fully compliant with all regulatory requirements and quality standardsAchieve absolute operational integrity with zero safety defects and security infringementsSupport local airport management to identify and mitigate personal, safety and security risks in the workplace for employees (suppliers included) by promoting and developing a culture of zero tolerance on safety and security incidentsDeputise as the Airline’s Operational Duty Holder (ODH) of the airport adhering to the risk escalation process to the Functional Duty Holder (GM ASD)

Represent Cathay interests in the Airport Community

Support the Airport Operations Manager to work with external parties in the best interests of the Company – authorities, suppliers and service providers, Oneworld Partners, and other airlinesEnsure competition compliance involvement in airport-related industry affairs (i.e. AOC)Protect the Company’s reputation

E&A

Emergency and Accident and Crisis Response responsibilities as requiredKey Responsibilities

Operational Excellence

Manage and oversee Ground Handling Agent teams dedicated to Cathay flight operations to achieve operational excellence of being on time and error freeHelp to implement innovative ideas and strive to do things differently and better in all aspects of airport operationsAssist in ensuring and maintaining operational and productivity performance conformance to standardsSupport airport management to conduct regular Quality Control checks on station performance including provision of service by suppliers as requiredConduct flight briefings as requiredWilling to take up extra responsibilities (e.g. projects) and work shift dutiesUndertake any other reasonable task as required

Outstanding Product and Services

Ensure people and team are up to date with the latest product knowledge and support the team to effectively utilise products and services to provide the highest possible quality of experience for our customers across all touch pointsSupport the team to deliver ‘Service Straight From The Heart’ on a daily basis to create genuine connection and memorable experiences for our customers across all points of contactSupport the use of new technologies in the provision of customer serviceGive recognition to our highest-value customers (front-end and elite Marco polo members)

Crisis Management capability and preparedness

Familiarity with all contingency plans and manual fall-back procedures to meet the required standardsEffectively manage flight disruptions and irregularities and support airport management as requiredEnsure our customers are cared for, informed and given choice where possible through the use of disruption management tools

People and team

Motivate and inspire the frontline team (suppliers included) to enable supportive and collaborative teamworkSupport the on-boarding process and probation of new hires (suppliers included)Support and encourage the team (suppliers included) to learn and develop through role modelling, mentoring or on-the-job coachingSupport the team to adopt new challenges and changesMonitor and review day-to-day team and/or individual team member performance (suppliers included) and raise suggestions for improvement

Supplier Management

Assist in monitoring and conducting regular performance review meetings with suppliersSupport the Airport Operations Manager to implement any action plan efficiently and keep track of progress with documented records

Cost efficiency and productivity

Monitor team daily productivity and flexibility in resource deploymentSupport the Airport Operations Manager to drive down costs in daily operationSupport station administration dutiesRequirements

Academic qualifications

Completion of High School / GED or equivalent combination of education, training, and experience is requiredA Diploma qualification in an Airport or service-related discipline is desirable

Knowledge, skills, training and experience

Strong command of written and spoken English is mandatory with the local language being an advantageAt least 3 years solid Customer Service experience, preferably in airlines or airport servicesAbility to work independently with good decision-making skillsSelf-motivated and committed leader who enjoys teamworkVery strong customer service mentality with strong interpersonal skillsSound technical knowledge and capability (multi-skilled) to perform each airport job function (requirement to pass all training arranged by ASD)Thorough understanding of Company policies and international regulatory procedures and all required local regulatory mattersAbility to handle different operational modes such as normal operations, disruption, Emergency & Accident and contingency situationsAdapts to and embraces constant change

Additional Requirements

Must successfully pass all pre-screening clearances, including a background check upon contingent job offerObtain and retain necessary credentials and clearances (SIDA and Customs Seal) per local requirementsAbility to move equipment up to 50 lbs occasionallyStrong cognitive reasoning skills and the ability to and embraces constant changeAbility to work diligently in a fast-paced environment and under tight timelinesComfortable working outdoors on the tarmac in all weather conditionsMust be able to work a variety of shifts including days, weekends, nights, holidays, and overtime, as required based on operational needsMust have the right to live in work in CanadaBenefits

Cathay Pacific Airways is proud to offer eligible employees competitive Compensation & Benefits package, as varied by location, regularly scheduled hours worked, length of employment and employment status as highlighted below.

Travel Privileges on Cathay Pacific Airways Global NetworkExtensive well-being programs including health, dental, prescription, vision, virtual doctor visits, Health Spending Account and Employment Assistance Program (EAP) benefits to help you stay well.Pension Matching ProgramPaid Holiday & VacationLTD & Basic Life InsuranceUniform AllowanceTo learn more about Cathay Pacific as a Certified Great Place Employer – Please Click Here

 

Personal & Application Information

Cathay Pacific Airways Limited is committed to employment equity, supports diversity in the workplace and encourages application from all qualified individuals including women, members of visible minorities, Aboriginal peoples and persons with disabilities. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.

If you require assistance or an accommodation in completing any aspect of the application process, please contact the Cathay Americas Recruiting team at: jobs@cathaypacific.com.

Apply now

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