Duty Airport Operations Manager

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 like Cathay Cargo, low-cost airline HK Express, express all-cargo carrier Air Hong Kong, and various other subsidiaries.

Cathay Pacific was founded in Hong Kong in 1946. The Group has been deeply committed to its home base, extending to the rest of Greater Bay Area, and making substantial investments to develop Hong Kong as one of the world’s leading international aviation centres.

Role Introduction

To oversee and ensure that airport operations during the operational shift run smoothly and efficiently whilst complying with the established safety, security and quality 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, Quality, and Operational Excellence Leader

• Enforce corporate safety, security, and quality standards to ensure regulatory compliance and operational integrity, striving for zero incidents.
• Collaborate with airport management to mitigate risks and foster a safety-focused culture.
• Act as the Airline’s Operational Duty Holder at the airport, adhering to risk escalation protocols.

Operational Management

• Oversee Ground Handling Agent teams for Cathay flight operations, ensuring punctuality and error-free performance.
• Drive continuous improvement in operational effectiveness and productivity.
• Conduct regular Quality Control checks on station and supplier performance.

Customer Experience Champion

• Deliver exceptional customer experiences through high-quality service and product knowledge.
• Support adoption of new technologies for enhanced customer service.
• Ensure excellence in airport lounge operations and customer-centric service standards.

Crisis Management and Preparedness

• Prepare teams to handle emergencies, accidents, and irregular operations effectively.
• Facilitate exercises and review contingency plans to ensure readiness and compliance standards.
• Manage flight disruptions with customer care and choice prioritization.

Team Leadership and Development

• Lead and motivate teams to achieve success and foster teamwork.
• Mentor and develop direct reports, ensuring training and growth opportunities.
• Maintain open communication and align employee goals with department objectives.

Supplier and Cost Management

• Monitor supplier performance and implement improvement plans.
• Optimize resource deployment and manage costs to drive efficiency.
• Handle station administration duties and support rostering as needed.

Airport Community Engagement

• Cultivate relationships with airport stakeholders and industry partners.
• Represent company interests in airport-related affairs and ensure compliance with competition regulations.
• Safeguard and promote the company’s reputation within the airport community.

Emergency and Accident Response

• Fulfill Emergency and Accident (E&A) and Crisis Response responsibilities as required.

Requirements

Academic qualifications

• A Diploma qualification in an Airport or service-related discipline is a minimum
• A Bachelor’s degree in an aligned field is desirable

Knowledge, skills, training and experience

• Excellent command of written and spoken English is mandatory with the local language being an advantage
• Three years’ airport operational / customer handling experience
• At least one years’ recent experience in a supervisory / management capacity with demonstrable ability to establish an appropriate plan and course of action for self and team to accomplish a specific outcome
• Superior independent working capabilities with strong decision-making skills
• Self-motivated and committed leader who enjoys teamwork
• Strong customer service mentality with superior interpersonal skills
• Full technical knowledge and capability (multi-skilled) to competently perform each airport job function
• Thorough understanding of company policies and international regulatory procedures and all required local regulatory matters
• Broad understanding of the mode of operation of the Company, Oneworld partner carriers and other airlines
• Understanding of relevant international regulatory safety, industry and operational requirements and trends
• Ability to handle and react effectively and spontaneously to the different operational modes such as normal operations, disruption, Emergency and Accident and contingency situations
• Adapts to and embraces constant change

Benefits

https://careers.cathaypacific.com/who-we-are/why-work-here

Cathay is proud to offer eligible employees competitive compensation & benefits package, as varied by location, regularly scheduled hours worked, length of employment and employment status as highlighted below.

• Travel Privileges on Cathay Pacific Airways Global Network
• Extensive well-being programs including health and employee assistance program benefits to help you stay well.
• Paid Leave
• If this position requires a uniform, a uniform allowance will be provided.

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.

We thank all candidates for your interest in Cathay, and regret that only shortlisted candidates will be notified.

All job opportunities are published exclusively on our official website. We advise applicants not to apply through or respond to any third-party websites or domains. Kindly exercise caution and avoid unsolicited offers from unofficial sources.