Senior Airport Lead

Company Description

At Cathay Pacific, we share one common aspiration: to be the world's 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:

Role Introduction

• To 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.
• To deliver the best possible operation and airport service experience to ensure our customers always feel special, valued and recognised regardless of circumstance.

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
• Support 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
• Deputise 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

• Manage and oversee Ground Handling Agent teams dedicated to Cathay flight operations to achieve operational excellence of being on time and error free
• Help to implement innovative ideas and strive to do things differently and better in all aspects of airport operations
• Assist in ensuring and maintaining operational and productivity performance conformance to standards
• Support airport management to conduct regular Quality Control checks on station performance including provision of service by suppliers as required
• Conduct flight briefings as required
• Willing to take up extra responsibilities (e.g. projects) and work shift duties

Outstanding Product and Services

• Ensure team members are up-to-date with the latest product knowledge and support the team to effectively utilise products and services
• Support 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 contact
• Support the use of new technologies in the provision of customer service
• Give 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 standards
• Effectively manage flight disruptions and irregularities and support airport management as required

People Development and Performance Management

• Lead, support and encourage own team to achieve success
• Build a strong and motivated team, ensure the right people are in place to foster positive team spirit and facilitate teamwork
• Supervise and mentor direct reports, encouraging effective collaboration
• Develop employees with high potential and identify learning opportunities
• Maintain active and ongoing dialogue in relation to employee goals and performance
• Actively engage with employees to enhance communication and their understanding of department goals
• Demonstrate leadership and lead by example in accordance with Cathay Pacific’s core values

Supplier Management

• Assist in monitoring and conducting regular performance review meetings with suppliers
• Support to implement any action plan efficiently and keep track of progress with documented records

Cost efficiency and productivity

• Monitor team daily productivity and flexibility
• Support to drive down costs in daily operation

Represent Cathay interests in the Airport Community

• Support to work with external parties in the best interests of the Company
• Ensure 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 required

Requirements

Academic qualifications

• College degree is desirable

Knowledge, skills, training and experience

• Strong command of written and spoken English is mandatory with the local language being an advantage
• At least 3 years solid Customer Service experience, preferably in airlines or airport services
• Ability to work independently with good decision-making skills
• Self-motivated and committed leader who enjoys teamwork
• Very strong customer service mentality with strong interpersonal skills
• Sound 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 matters
• Ability to handle different operational modes such as normal operations, disruption, Emergency & Accident and contingency situations
• Adapts to and embraces constant change

Personal & Application Information