Role Introduction
Reports to: Learning Manager - Service Excellence and Leadership
This person is responsible for managing the design & development and quality assurance of the hospitality, service excellence and service leadership learning for our customer/cargo service delivery teams. They work with multiple stakeholders across the customer service delivery and cargo service delivery team on training needs analysis, training design and programme delivery. They will be responsible for the performance of a training delivery team to ensure high quality training is delivered. This role has a training delivery responsibility of approximately 10-20%.
Key Responsibilities
- Lead the design and development of learning experiences and performance support resources in support of customer experience, service mindset, hospitality, service behavior and service leadership for our frontline team
- Partner with the Service Delivery and Cargo Service Delivery department for ongoing learning needs identification and service learning experience design
- Act a key member to drive the strategic direction of the service excellence, soft skills and leadership training and development journey for our customer experience frontline team
- Oversee the operation of Service Excellence and leadership training programmes, including but not limited to manpower deployment, course set-up and admin on the learning management system, training data reporting
- Manage our courses on the learning management system are of relevancy and appropriateness
- Work as a servant leader to mentor, develop and the training delivery team through developing performance management, establishing training standards, running regular in-class observations, development support and annual appraisals
- Drive innovation of our training programmes, and to partner with the Digital Learning team to develop interactive and engaging learning products and experiences
- Lead the development, implementation, and delivery of high-quality learning curriculum focused on Customer Service in Chinese context.
- Deputise Learning Manager – Service Excellence & Leadership when required
- Be a part of the training delivery team to deliver training (10%-20%)
Requirements
- Degree holder, preferably related to education / training related discipline
- At least 5 years in the airline industry with In-depth subject matter knowledge
- Facilitation and training delivery skills
- Role model of customer service and operational excellence
- Flexible and adaptable.
- Good organisation and planning skills
- Great team lead and ability to manage a team of trainers
- Must embrace learning technology and be a passionate learner
- Experience in customer service, hospitality and/or as a cabin crew an advantage
- Tertiary education
- Good understanding of cabin crew culture and learning style
- Previous experience in Cabin Crew training is an advantage
- Strong knowledge and understanding of Chinese customers and Chinese Culture.
- Proven experience in design, development and delivery of customer service in Chinese context.
- Proficiency in written and spoken Chinese (Putonghua)
- Excellent interpersonal and communications in both written and spoken English.
- At least 5 years work experience in airline industry
- Minimum 3 years training 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 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.
