Company Description
Cathay is a leading premium travel lifestyle brand based in Hong Kong, offering products and services across four lines of business – Premium Travel, Cargo, Low-Cost Travel and Lifestyle. The Cathay Group comprises premium full-service airline Cathay Pacific, cargo business Cathay Cargo, low-cost airline HK Express, express all-cargo carrier Air Hong Kong, and various other subsidiaries.
At Cathay, we are committed to moving people forward in life — whether through travel experience, lifestyle products or career growth. Being part of Cathay is more than just a job, it’s a meaningful career journey toward realising your ambitions. Your skills will become a bridge that connects the world, opening up infinite possibilities along our customers’ life journeys. If you are seeking an opportunity to take flight, let your ambitions propel you higher and further.
Make Your Career Move, together with Cathay.
Notes:
- All Chinese mainland based positions are subject to local terms and conditions.
- Once employment is confirmed, the employment contract and personnel file will be arranged through a local third-party human resources agency designated by Cathay Pacific.
Role Introduction
To oversee and supervise the daily assigned team member functions to ensure overall operations run smoothly and efficiently during the operational shift whilst conforming to established safety and security 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 HKIA management to identify and mitigate personal, safety and security risks in the workplace for employees
Operational Excellence
- Manage and oversee Ground Handling Agent teams dedicated to Cathay upstream operations to achieve operational excellence of being on time and error free
- Help to implement innovative ideas and strive to do things differently and better in all aspects of intermodal operations
- Assist in ensuring and maintaining operational and productivity performance conformance to standards
- Support HKIA management to conduct regular Quality Control checks on station performance
- Conduct regular briefings to GHA as per each roster duty to ensure team alignment and service standards
- Willing to take up extra responsibilities (e.g. projects)
Outstanding Product and Services
- Ensure people and team, from both Cathay and the service provider, are up-to-date with the latest product knowledge and support the team to provide the highest possible quality of experience for our customers
- Support the team to deliver Service Excellence on a daily basis to create genuine connection and memorable experiences for our customers
- Support the use of new technologies in the provision of customer service
- Give recognition to our high-value customers
Crisis Management capability and preparedness
- Familiarity with all contingency plans and manual fall-back procedures to meet the required standards
- Effectively manage disruptions and irregularities of flights or codeshare intermodal services, support HKIA management as required
- Ensure our customers are cared for, informed and given choice
People Development and Performance Management
- 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
- 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’s core values
- Enhance the employee experience in line with the role level and Cathay’s internal brand promise
Supplier Management
- Oversee overall performance of upstream ports of HKIA through regular meeting with Ground Handling Agent
- Support the Customer Service Manager – HKIA to implement any action plan efficiently
Cost efficiency and productivity
- Monitor team daily productivity and flexibility in resource deployment
- Support the Customer Service Manager – HKIA to drive down costs in daily operation
- Support station administration duties
Represent Cathay interests in the local Community
- Support the Customer Service Manager – HKIA to work with external parties in the best interests of the Company
- Ensure competition compliance involvement in the related industry affairs
- Protect the Company’s reputation
E&A
- Emergency and Accident and Crisis Response responsibilities as required
Requirements
Academic Qualifications
- A diploma qualification in a related discipline is a minimum educational standard
Knowledge, Skills, Training And Experience
- Strong command of written and spoken English and Putonghua is mandatory with Cantonese being an advantage
- At least 3 years solid Customer Service experience, preferably in airlines or airport services
- Ability to work independently with good decision-making skills
- Self-motivated and committed leader who enjoys teamwork
- Very strong customer service mentality with strong interpersonal skills
- Sound technical knowledge and capability (multi-skilled) to perform each job function (requirement to pass all training arranged by ASD)
- Thorough understanding of Company policies and international regulatory procedures and all required local regulatory matters
- Ability to handle different operational modes such as normal operations, disruption, Emergency & Accident and contingency situations
Adapts to and embraces constant change
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.
