Role Introduction
Reports to: General Manager Global Business Services
Global Business Services (GBS) is a trusted partner in delivering standardised, reliable and customer-focused services that create value for the Cathay Group.
As the Head of Global Business Services, People Services, you are accountable for the end-to-end delivery, transformation and governance of employee services across the Group. The People Services team supports key stages of the employee lifecycle, including onboarding, mobility, benefits and offboarding. The role also partners with business units and relevant authorities to maintain accurate employee and operational data while providing regulatory support.
As part of the GBS leadership team, you lead and build a high-performing, customer-focused team with the capabilities, controls and agility to meet evolving business and workforce needs.
Key Responsibilities
Service excellence for internal customers
- Own the delivery of reliable, timely and high-quality People Services, setting clear service standards and using data and insights to improve the employee experience
- Drive Customer Satisfaction (CSAT) and Service Level Agreement (SLA) performance while embedding customer focus and maintaining operational resilience.
Strategic partnership and cross-business delivery
- Build trusted partnerships with People, service delivery teams and other business units to streamline end-to-end service workflows and optimise processes
- Represent GBS in strategic and cross-functional initiatives, including HRMS project and align with stakeholders on service priorities, improvement opportunities and effective delivery.
Digital enablement and modern ways of working
- Modernise ways of working and champion digitisation and the effective adoption of digital tools and solutions
- Partner with Digital, IT, People and the GBS Process and Digital Excellence team to shape and deliver technology-enabled solutions, including Agentic to develop a future-ready operating model while increasing adoption of self-service.
Transformation, productivity and cost-effectiveness
- Lead transformation and continuous improvement initiatives, applying Lean and other structured methodologies on productivity and cost-effectiveness while maintaining service quality and customer experience
- Lead change through clear communication and active stakeholder engagement, and ensure new processes and ways of working are successfully adopted and sustained.
People leadership and capability
- Build, coach and empower a diverse, high-performing leadership team across geographies, and foster accountability, collaboration, inclusion and continuous improvement
- Develop the team capabilities required to support evolving business needs and a more digital, customer-focused GBS operating model.
Requirements
- 15+ years of experience of leading provision of a support service in a sizesble organisation, including 5 years in a senior leadership capacity
- Tertiary qualification in a relevant discipline
- A postgraduate qualification or recognised professional credential in HR, shared services, Lean, Six Sigma or change management will be an advantage
- Substantial leadership experience in People Services, HR operations, shared services or other large-scale service environment, including experience leading multiple teams or workstreams
- Proven record of delivering customer-focused services with strong operational governance, service management, risk and control disciplines
- Demonstrated success in leading complex, cross-functional transformation and change programmes and delivering measurable productivity, quality and cost benefits
- Strong understanding of digital service delivery, automation, self-service, workflow and data-led performance management
- Strong commercial and financial acumen, with experience in business planning, budgeting, benefits realisation and resource optimisation
- Excellent stakeholder management, influencing and communication skills, with the credibility to advise and challenge senior leaders constructively
- An inclusive and empowering leadership style, with the ability to build capability, lead through ambiguity and create a culture of accountability and continuous improvement.
Personal & Application Information
Equal Opportunity
Cathay Pacific is committed to fostering an environment that values Diversity, Equity, Inclusion and Belonging. As an equal opportunity employer, we are committed to attracting and hiring qualified individuals from diverse backgrounds, experiences and abilities. We strive to create a respectful, inclusive workplace free from discrimination, harassment and bullying.
Privacy
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.
