Role Introduction
Reports to: General Manager, Global Business Services
The Global Business Services (GBS) is Cathay'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 provide leadership and oversight to multiple functional streams in delivering quality services, in a cost effective and efficient way, to all business units and subsidiaries, employees and external stakeholders.
The Head of Global Business Services – Hire to Retire will provide leadership and
direction in the implementation and delivery of Global Business Services’ portfolio of activities across the Cathay Group including subsidiaries. The Global Business Services portfolio encompasses the operational and transactional activities in the areas of Hire to Retire end-to-end stream for the Cathay group companies, as well as Customer Service and Flight Operations Data Services streams.
Key Responsibilities
Leadership
- Provide leadership, management and oversight to the Hire to Retire, Customer Services and Flight Operations Data functions to maximize efficiencies for the Department
- Build and maintain capability of the functions to establish and grow its position as best in class operations stream; and lead Global Business Services response to business continuity planning
- Future-proof the function to enable new operations functions to be added or changed without creating fragmentation or requiring fundamental re-design
- Drive and monitor Global Business Services performance cross-functionally, including balanced metrics and reporting frameworks; and serve as the key interface between the team, Global Business Services customers and relevant functional leads. Proactively identify, establish and build networks across the airline and subsidiary companies
- Demonstrate leadership support for all departmental initiatives and organizational development activities, modelling expected behaviours to managers and employees to create a desired
Operations and Development
- Take accountability for the efficient operation of the multiple functional streams, own and facilitate business engagement for the Global Business Services catalogue and continuously improve customer satisfaction, ensuring customers’ needs and requirements are understood and met or exceeded
- Establish performance and reporting measures to provide an effective basis for decision-making
- Drive resolution of critical and complex cross-functional issues and escalations; and lead and support direct reports enabling and motivating them to make high quality decisions and provide effective service to employees
- Drive the development, implementation and continual review of policies, frameworks, operational and service delivery plans
- Ensure the activities and compliant with relevant legislation, policy and guidelines, and effective risk management and drive effective budgeting, business planning, to optimize the delivery of Global Business Services
Requirements
- Tertiary educational qualification in relevant discipline. Postgraduate qualification and/or a recognized professional credential e.g. Lean or Six Sigma preferable
- A minimum of 15 years’ of relevant experience, with proven management experience of leading the provision of a support service in a large organization; at least 5 years of which is in a senior leadership capacity
- Proven experience in leading an operational transformation program and high performance service and culture change
- Proven experience in creating strategic plans aligned with high-level organizational goals; and leading the achievement of strategic goals and objectives through the delivery of high quality customer focused services
- Experience in a Global Business Service function and relevant functions (e.g. Information Technology, Financial Services, People)
- Experience with continuous improvement methodology in a service environment
- Experience leading a shared services organization and working in global teams; ability and passion to build and empower effective teams
- Strategic planning, decision making and problem-solving skills
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.
