Role Introduction
Reports to: General Manager Group Safety and Operational Risk Management
At Group Safety and Operational Risk Management (GSORM), we are made up of four specialist functions (Safety, Quality, Security and Business Resilience), all committed to a single mission: keeping our flights, customers, and colleagues safe and secure. Safety is more than a responsibility—it’s a cultural mindset embedded in everything we do, and it involves every individual across our group.
While GSORM takes the lead in driving and embedding our safety culture, safety is a shared commitment. In this role, you are not just part of the system—you are a safety champion too.
As Head of Group Quality, you will be accountable for the effective design, implementation, and delivery of the Quality Assurance programme across Cathay Pacific Airways, ensuring it is fit for purpose, consistent, and fully compliant with both external (regulatory and industry) and internal requirements.
You will act as the Air Operator’s Certificate (AOC) Post Holder for the Operational Quality System, carrying formal accountability for the effectiveness and regulatory compliance of Cathay Pacific’s operational quality framework.
In this role, you will ensure strong communication and coordination with operational managers to support the management of operational risk across Cathay Group airlines. You will also share relevant quality assurance outcomes and insights with both management and frontline operational staff to drive organisational awareness, learning, and continuous improvement.
You will lead the Group Quality team, ensuring it is appropriately resourced, directed, enabled, and engaged to deliver its vision, mission, and strategic objectives.
Key Responsibilities
Operational Quality System and Quality Assurance
- Possess the appropriate qualifications, authority and independence to effectively deliver the Quality Assurance programme, for Cathay and the Cathay service subsidiaries
- Ensure an effective, efficient risk-based quality assurance programme supported by performance metrics that results in a reduction of operational risk and ongoing compliance with legal requirements and conformance to IOSA and other industry standards
- Ensure safety audits of the Safety Management System within the airline to ensure that its structure is sound and that it meets the intent of HKCAD CAD712 SMS for Air Operators and Maintenance Organisations
- Conduct auditing services, as required and under the Operational Services Agreement and Service Appendix provisions, for Cathay Pacific's fully owned subsidiaries
- Ensure the airlines’ audit programme is delivered on schedule and within the limitations of its scope
- Oversee the supplier quality management framework and processes and ensure they are implemented as part of the regular business processes in operational departments
- Ensure the continued suitability, adequacy, effectiveness and improvement of the operational quality system within the airlines
- Implement a governance structure that supports a culture where the senior management of the airlines is aware of the results of the audit programmes, and is both engaged and committed to improving these results
- Conduct the quality control and approval process on draft audit reports
- Act as a Lead Auditor and/or Auditor for Consolidated Port Audits, Group level internal audits, Internal Audits and Supplier Audits as per qualification level, contributing to the number of audits as assigned by GQMG to meet the company, regulatory or IOSA requirements
- Maintain the CX QM as document owner and process for CEO approval
- Chair the internal Quality Meeting
- Ensure effective administration and utilisation of the audit database, where it is utilised in support of quality assurance activity, ensuring its effective deployment across all operational functions
IOSA
- Ensure the management of the biennial IOSA external audit for the airline to ensure the ongoing conformance with IOSA standards
- Ensure the continued listing of the airline on the IATA IOSA registry
Representation and Liaison
- Represent the airlines with HKCAD in respect of the operational quality system compliance, including the Safety Management System (SMS)
- Ensure an effective relationship with the HKCAD based on mutual trust for quality-related matters
- Formal liaisons with related industry representatives who have a specific interest in quality inputs, outputs and outcomes, including insurance underwriters
- Represent the airlines to participate as a member and add value to the IOSA ORG Task Force for both the industry and CX for the period of tenure of the membership
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Cathay Service Subsidiaries
- Maintain a dotted reporting relationship with the Chief Executive Officer of Service Subsidiaries, ensuring quality-related matters for Cathay Cargo Terminal, Cathay Dining, Hong Kong Airport Services, and Vogue Laundry are addressed consistently
- Collaborate with the General Manager of Safety & Operational Risk Subsidiaries to align and harmonise the management systems across all subsidiary organisations
- Establish and oversee a comprehensive group-wide Quality Assurance Framework by defining policies, strategies, roles, and targets to ensure compliance with corporate standards and regulatory/safety requirements throughout all subsidiaries
- Provide independent oversight and compliance assurance by leading a centralised, risk-based quality assurance program, monitoring performance, and implementing corrective and continuous improvement action plans. Ensure ongoing compliance with legal obligations and adherence to industry standards, including ISAGO, CEIV, ISO, GDP, and Cargo IQ.
- Actively participate in the Cathay Service Subsidiaries’ Safety Review Committee meetings and related forums to provide independent quality oversight and ensure the timely escalation and closure of safety and quality issues
General Tasks
- Develop and maintain a high-performing and agile Group Quality team that is competent, capable, aligned, engaged and adaptable to the changes in both the organisation and industry
- Represent the Company and/or Department at relevant meetings in a professional and loyal manner
- Ensure that all positions affecting operational safety and security within the quality section of GSORM are filled by personnel who have the appropriate knowledge,skills, training and experience
- Conduct periodic assessments and/or evaluations for Lead Auditors, as required
- Assist in the response to a crisis involving the airlines as a senior member of the Care Team
- Maintain an accurate and fit for purpose budget that delivers on top down targets set by the company
- Ensure if absent from the workplace for prolonged periods of time (i.e. more than 5 working days) that effective delegation and/or deputising will be stated in writing to the parties concerned
- During the absence of either the GMGSORM or the Head of Quality (HGQ), the other will act as deputy, and in the absence of HGQ, the Group Quality Manager will act as deputy
- Adhere to the company policies as published in the Cathay Pacific Airways intranet and in company manuals
Requirements
- Articulate with excellent command of both spoken and written English.
- Excellent communication and interpersonal skills, with a strong ability to influence stakeholder relationships, supported by proven leadership, people management, change management, and project management capabilities, as well as strong problem‑solving and analytical skills.
- Data and process literate, with strong computer skills, including proficiency in Microsoft Office applications.
- Tertiary qualifications.
- Relevant professional qualifications (where applicable), including formal quality qualifications, Lead Auditor/Evaluator certification, Dangerous Goods awareness, and ISAGO/IOSA auditor qualifications.
- Strong job‑related knowledge, including completion of the HKCAD Airworthiness course, an excellent understanding of Air Operator’s Certificate (AOC) requirements, care team training, supplier quality management, airline ground and flight operations, ICAO Safety Management System (SMS) training, and Lean awareness.
- Extensive experience, including 10–15 years in the airline or related industry with operational experience and/or a technical qualification in Engineering, Flight Operations, Inflight Services, Ground Operations, or Cargo Operations, complemented by 7–10 years in a management role and 7–10 years of lead auditor experience.
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.
