Duty Manager

Role Introduction

Reports to: Head of Hong Kong International Airport

The job holder is the accountable person at Hong Kong International Airport (HKIA) on daily operation. He/ She is required to balance the daily operation including focusing on customer service, On-Time Performance (OTP), compliance and safety, and operational excellence. He/ She should be an experienced and energetic frontline leader, who is decisive and flexible with incredible ability to operate under pressure, coupled with strong communication skills.

He/ She will direct the overall ground operations at HKIA, ensuring delivery of high service standard and achievements of all operational targets. He/ She will manage the smooth and safe running of the day-to-day ground services operations, including Passenger, Baggage and Ramp Services, ensuring compliance of security and safety aspects. He/ She will also ensure the Company’s commercial initiatives are effectively implemented with an aim to sustain our revenue earning potential, and that the Company’s interest is safeguarded with meeting requirements of government policies and a safe working environment is maintained.

Key Responsibilities

• Be the ultimate accountable person at HKIA on the day of operations; work with Station Control / Integrated Operation Centre (IOC) to come up with the best solutions in case aircraft flight cancellations happen, both in terms of cost considerations, as well as minimising disruption to pax
• Work with Assistant Manager Hub Operations on the day of operations; manage ad hoc staff deployment, if needed, subject to operational situation.
• Ensure the smooth overall ground operations at HKIA
• Lead the operational team to provide superior services to our customers whilst controlling costs and maximising earning potentials for Cathay Pacific (CX) as well as adherence to security and safety standards
• Play a leadership role in both service delivery and operations, meet and greet VIPs, handle passenger complaints on the spot, meet with customers, government bodies, service providers, interliners etc
• Discuss and negotiate with internal departments on various issues related passengers and flight handling. Externally, act as day-to-day operational contact point for Airport Authority and or other service providers
• Participate in ad-hoc or regular project and contribute to the achievement of company and departmental goals and objectives
• Maintain and hold a macro perspective on impacts resulting from ever changing operation situations, on a day-to-day basis, such as flight disruptions and Aircraft on ground (AOG), adverse weather conditions, tight aircraft rotations and passenger connection, unexpected surge of passenger load, alert of incident and accident, problem with resources etc
• Conduct daily briefings to ensure the communication flow between staff and management is constantly carried out in an effective way
• Act as Accident Response Coordinator during any Emergency and Accidents

Requirements

• Experienced in HKIA operations
• Minimum 7 years of airline operations experience in management capacity
• Decisive and flexible
• Possess a strong will, willingness to try any methods to resolve problems, strong problem solving, decision making and organising skills
• Ability to work under pressure and independently
• Strong communication skills
• Excellent communication and interpersonal skills with strong people management capabilities

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.