To oversee and ensure that airport operations during the operational shift run smoothly and efficiently whilst complying with the established safety, security and quality 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
- Act as the Airline’s Operational Duty Holder (ODH) delegate of the airport adhering to the risk escalation process to the Functional Duty Holder (GM ASD)
Operational Excellence
- Act as the escalation point for the Ground Handling Agent
- Manage and oversee Ground Handling Agent teams dedicated to Cathay flight operations to achieve operational excellence, being on time and error free
- Help to implement innovative ideas and proactively strive to do things differently and better in all aspects of our business and operations
- Continuously drive improvement in operational performance, effectiveness and productivity
- Ensure and conduct regular Quality Control checks on station performance, including provision of service by suppliers
- Conduct thorough flight briefing to the team as required
- Undertake any other reasonable task as requested
Outstanding Product and Services
- Uphold and effectively utilise products and services to provide the highest possible quality of experience for our customers across all touch points
- Support and ensure 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
- Ensure people and team (including suppliers) are up-to-date with the latest product knowledge Proactively support the use of new technologies in customer services
- Ensure the airport lounge is run with the highest level of service standards and is customer centric
- Confer recognition on and help to earn the loyalty and emotional attachment of our highest-value
Crisis Management Capability and Preparedness
- Support the internal team and suppliers to have the capabilities for effectively handling Emergency and Accident (E&A), Irregular Operations (IROPS), and other foreseeable airport contingencies
- Help to facilitate exercises, reviews, and provide assistance in developing contingency plans and manual fall-back procedures so that they are up-to-date and meet the required standards
- Proactively prevent and manage flight disruptions and irregularities
- Ensure customers are cared for, informed and given choice where possible through the use of disruption management tools
People and Team
- 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 to ensure appropriate training and development programmes are in place to suit both self-handled and 3rd party ports as appropriate
- 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
- Enhance the employee experience in line with the role level and Cathay Pacific’s internal brand promise
Supplier Management
- Monitor and conduct regular (at least monthly) performance review meetings with suppliers
- Implement action plans in an efficient manner and keep track of progress with documented records
Cost Efficiency and Productivity
- Manage daily productivity and flexibility in resource deployment and be involved with rostering as required
- Drive down costs and seek new revenue opportunities
- Support and carry out station administration duties, including rostering as required
- As a local functional representative responding and co-ordinating on appointed matters
Represent Cathay interests in the Airport Community
- Develop external airport relationships in the best interests of the Company – authorities, suppliers and service providers, Oneworld partners, and other airlines
- Ensure competition compliance involvement in airport-related industry affairs
- Protect and advance the Company’s reputation
E&A
- Emergency and Accident and Crisis Response responsibilities as required
Requirements:
Academic Qualifications
- A Diploma qualification in an Airport or service-related discipline is a minimum
- A Bachelor’s degree in an aligned field 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 one years’ recent experience in a supervisory / management capacity with demonstrable ability to establish an appropriate plan and course of action for self and team to accomplish a specific outcome
- Superior independent working capabilities with strong decision-making skills
- Self-motivated and committed leader who enjoys teamwork
- Strong customer service mentality with superior interpersonal skills
- Full technical knowledge and capability (multi-skilled) to competently perform each airport job function
- Thorough understanding of company policies and international regulatory procedures and all required local regulatory matters
- Broad understanding of the mode of operation of the Company, Oneworld partner carriers and other airlines
- Understanding of relevant international regulatory safety, industry and operational requirements and trends
- Ability to handle and react effectively and spontaneously to the different operational modes such as normal operations, disruption, Emergency and Accident and contingency situations
- Adapts to and embraces constant change
