Company Description
At Cathay Pacific, we share one common aspiration: to be the worlds best airline. We believe in looking for the best in our people, in working as a team, in doing the right thing by our shareholders and our communities.
With a global team, we offer a diverse range of career choices and opportunities - in the air, on the ground; in customer service, in the office; managerial or professional roles. Our team of great people each plays a key role to deliver the quality service that we are famous for.
Notes:
- All Chinese mainland based positions are subject to local terms and conditions.
- Applicants must have the right to live and work in Chinese mainland.
- Once employment is confirmed, the employment contract and personnel file will be arranged through a local third-party human resources agency designated by Cathay Pacific.
Role Introduction
To lead and manage the overall airport operations to run smoothly and efficiently during all operational shifts whilst complying with the established safety, security and quality standards.
To deliver the best possible operation and airport service experience ensuring our customers always feel special and valued at all times, regardless of circumstance.
To inspire our people and suppliers to embrace change and excel in everything they do including to take every opportunity to benefit from technological advancement and representing the Company’s best interests within the local community.
Key Responsibilities
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 standards
- Achieve absolute operational integrity, with zero safety defects and security infringements
- Advocate a “Just Culture” and develop proactive partnerships with stakeholders in root cause investigations and analysis
- Partner with 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 incidents
- Act as the Airline’s Operational Duty Holder (ODH) of the airport adhering to the risk escalation process to the Functional Duty Holder (GM ASD)
Operational Excellence
- Lead the local team to achieve error free operational excellence with particular emphasis on safety management, on time performance, baggage handling and future airport experience
- Proactively explore ways to excel above published standards, airport policies and procedures
- Commitment to owning the full spectrum of airport operational issues and resolving them in a pragmatic, commercial and legally compliant manner
Outstanding Product and Services
- Inspire the local team to live the ‘Service Straight From The Heart’ principles as an enabler to create genuine connection and memorable experiences for our customers across all points of contact
- Actively seek opportunities to apply new technologies in the customer experience flow
- Drive airport lounge experience to the highest level with a customer centric approach
- Confer recognition on, and earn the loyalty and emotional attachment of, our highest-value customers (front-end and elite Marco Polo members)
Crisis Management Capability and Preparedness
- Support the Regional Business Resilience Coordinator to develop organizational, supplier and individual capabilities for effectively handling E&A and IROPS
- Plan for and manage exercises, reviews, and update all contingency plans and manual backup procedures at least once per annum
- Implement IROPS plan during significant disruptions
- Ensure our customers are cared for, informed and given choice where possible
People Development and Performance Management
- Lead, Develop, Encourage team to achieve success and understanding of department goals with identifying learning opportunities
- Build a strong and motivated team
- Mentor direct reports, encouraging effective collaboration and communication
Supplier Management
- Manage supplier performance levels, set clear direction to suppliers and conduct regular review
Cost Efficiency
- Thoroughly plan and manage the station budget and airport costs with key stakeholders
- Drive down costs controllable and Conduct rostering to cover all operational shifts
- Seek revenue opportunities
Represent Cathay’s interests in the airport community
- Actively engage and manage external airport relationships in the best interests
- Ensure competition compliance involvement in airport-related industry affairs
Proactive Partnerships with Regional and Head Office
- Effective communication for mutual understanding and Partner on improvement initiatives and projects
E&A
- Emergency and Accident and Crisis Response responsibilities as required.
Requirements
Academic qualifications
- A diploma qualification in a related discipline is a minimum educational standard
- Bachelors and/or Master’s degree in operations management, business administration, airport planning and management or airport operations is desirable
Knowledge, skills, training and experience
- Excellent command of written and spoken English is mandatory with the local language being an advantage
- Three years’ airport operational / customer handling experience
- At least two years’ recent experience in a supervisory / management capacity
- Up to date knowledge of all regulatory and local legal requirements relating to airport operations and passenger processing
- Command of the different management processes and their importance as they vary from normal operations to disruption or emergency situations
- Superior independent working capabilities coupled with good decision-making skills
- Self-motivated and committed leader who enjoys team work
- Strong customer service mentality with superior interpersonal skills
- Effective use of negotiation skills
- Good analytical/numerical skills and experience of planning, reviewing and managing budgets and costs
- Ability to interpret and implement global policy to ensure local compliance
- Ability to think logically and commercially in order to present and justify ideas/findings to a wide variety of audiences that are often culturally diverse
- High personal presentation as the job-holder is expected to represent the Company at external/internal meetings
- Proven track record of supplier management in-line with Company policy to involve contract renewal, negotiation, agreeing terms of business, and senior management endorsement
- Strong computer literacy including Word, Excel and PowerPoint
- Leads, adapts to and embraces constant change
Personal & 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.
