Role Introduction
To support Cathay Cargo’s mission by planning and executing cargo service strategies across all ports of the country to drive reliable, customer-centric air cargo solutions. The Cargo Service Manager ensures smooth operations and strong service delivery by collaborating closely with internal and external stakeholders.
By providing clear guidance and support, the role empowers teams to meet performance targets while upholding the highest standards of safety, compliance, and sustainability. Through teamwork, specialized expertise, and innovative practices, the Cargo Service Manager builds customer trust and delivers value, ensuring every shipment contributes to moving cargo that matters to the world.
Strategic Leadership & Governances
- Execute cargo operations in alignment with Cathay Cargo’s regional strategy, ensuring smooth, efficient, and reliable service delivery.
- Apply service standards and KPIs defined by HQ | REG, adapting them to local operational realities.
- Set and monitor SMART goals for the port team that support regional performance priorities.
- Regularly assess operational practices through self-audits (CMIs) and provide structured feedback on service initiatives, collaborating closely with the Regional Cargo Service Specialist (RCSS) and Area Cargo Manager to ensure continuous improvement and alignment with regional governance.
- Share regular, comprehensive updates with the Area Cargo Managers, covering operational KPIs, station performance, supplier performance, team effectiveness, and service gaps to support informed decision-making, strategic alignment, and ongoing development of both operations and people.
- Ensure timely and accurate approval of supplier invoices via SAP and related systems, maintaining high standards of operational and financial recordkeeping.
Safety, Compliance & Sustainability
- Ensure full compliance with all safety, security, and aviation regulations, including PLACI protocols (e.g., ACAS, ICS2).
- Oversee safe handling of dangerous goods, cargo build-up, and aircraft loading in accordance with Cathay and regulatory standards.
- Implement and maintain the Safety Management System (SMS), Emergency & Accident Response Plans, Business Continuity Plans in coordination with RCSS.
- Promote sustainable practices in cargo operations, reducing environmental impact and supporting Cathay’s ESG commitments.
- Conduct investigations into safety and service-related incidents, ensuring prompt resolution and continuous learning.
Key Responsibilities
Customer Experience & Service Innovation
- Resolve customer issues promptly and empathetically across all cargo touchpoints, while supporting the Area Cargo Manager / RCSS in enhancing service offerings through innovation and feedback.
- Monitor Cargo iQ and service KPIs to identify gaps and implement corrective actions that elevate customer satisfaction.
- Ensure premium handling of special cargo and expert lift to maintain service differentiation and brand standards.
Supplier & Regulatory Partnerships
- Monitor and enhance the Supplier Performance Management (SPM) scores for both the Cargo Terminal Operator and Ramp Handling Agent (applicable to freighter ports), ensuring consistent service delivery that meets or exceeds SLAs and Cathay’s operational standards.
- Build collaborative relationships with GHAs/GSSAs to foster operational resilience and continuous improvement.
- Engage with local Civil Aviation and regulatory authorities to uphold compliance and represent Cathay’s interests.
- Support audit readiness by coordinating port audit programs in consultation with GSORM Team and Areac Cargo Manager /RCSS and initiating self-audits in line with corporate compliance frameworks.
Operational Excellence
- Oversee trucking, charter services, and offline cargo handling to ensure timely, high-quality execution.
- Drive operational excellence by leveraging performance tools, tracking KPIs, and enforcing SLAs.
- Use analytics to monitor trends, identify bottlenecks, and implement targeted service improvements.
- Drive operational efficiency at the port by applying lean practices and aligning local processes with regional and Head Office standards to ensure consistency, eliminate waste, and support continuous improvement.
- Maintain ULD inventory compliance and coordinate with regional teams for proper asset management.
- Implement digital initiatives such as e-AWB and e-Freight to streamline workflows and reduce manual processes.
- Support Area Cargo Manager in managing port-level operational costs within budget, optimizing spend on ground handling, ramp services, and trucking.
People Leadership & Capability Building
- Build and lead a high-performing port team with the right structure, skills, and mindset to deliver operational excellence.
- Mentor direct reports, foster collaboration, and model Cathay’s core values in daily leadership.
- Identify and develop high-potential talent, coordinating with Cathay Academy and People Managers for training and succession planning.
- Conduct regular performance dialogues, set clear expectations, and recognize achievements to drive engagement and accountability.
Operational Duty Holder
- This position is the Operational Duty Holder of port MNL | CGK.
- To fulfil the detailed Cargo Operational Duty Holder responsibilities, for Cathay Pacific, as per the requirements of the “Best Practice for Cargo Operation Duty Holder - Port” documented in The Hub Team Site.
- Be accountable at an operational level for the safe operation of services, including those services which are contracted to others
- Maintain day to day responsibility for managing operational performance, including the performance of suppliers
Requirements
Emergency and Accident and Crisis Response responsibilities as required
Academic Qualifications
- University degree (or tertiary equivalent) in a related discipline
- Additional certification or diploma in logistics, supply chain management, or aviation operations is preferred.
- Lean Six Sigma Yellow or Green Belt certification preferred.
Knowledge, Skills, Training And Experience
- 6+ years of cargo services experience, including 3+ years in a supervisory or managerial role.
- Strong knowledge of airline operations and international air freight.
- Mandatory possession of Cathay Cargo Freighter RCO Licence and SHE (Super Heavy- as applicable) Licence for freighter-operating ports.
- Proven ability to set and achieve goals, lead high-performing teams, and drive results.
- Excellent interpersonal, communication, decision-making, and time management skills.
Personal & Application Information
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.
