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Airport Operations Manager

  • Airport Operations
  • Seattle, USA
  • Cathay Pacific


To lead and manage the overall airport operations to run smoothly and efficiently during all operational shifts whilst complying with the established safety, security and quality standards.

To deliver the best possible operation and airport service experience ensuring our customers always feel special and valued at all times, regardless of circumstance.

To inspire our people and suppliers to embrace change and excel in everything they do including to take every opportunity to benefit from technological advancement and representing the Company’s best interests within the local community.

Key responsibilities and tasks

Safety First, Quality Always

  • Rigorously execute corporate safety, security and quality policies to ensure the station, employeesand suppliers are fully compliant with all regulatory requirements and quality standards
  • Achieve absolute operational integrity, with zero safety defects and security infringements
  • Advocate a “Just Culture” and develop proactive partnerships with stakeholders in root causeinvestigations and analysis
  • Partner with local airport management to identify and mitigate personal, safety and security risks inthe workplace for employees (suppliers included) by promoting and developing a culture of zerotolerance on safety and security incidents
  • Act as the Airline’s Operational Duty Holder (ODH) of the airport adhering to the risk escalation process to the Functional Duty Holder (GM ASD)

Operational Excellence

  • Lead the local team to achieve error free operational excellence with particular emphasis on safetymanagement, on time performance, baggage handling and future airport experience
  • Proactively explore ways to excel above published standards, airport policies and procedures
  • Deploy resources productively to maximise efficiency
  • Celebrate and promote ‘Best Practise’
  • Oversee and play an integral role to ensure airport operational continuity
  • Commitment to owning the full spectrum of airport operational issues and resolving them in apragmatic, commercial and legally compliant manner
  • Undertake any other reasonable task as required

Outstanding Product and Services

  • Inspire the local team to live the ‘Service Straight From The Heart’ principles as an enabler to creategenuine connection and memorable experiences for our customers across all points of contact
  • Actively seek opportunities to apply new technologies in the customer experience flow
  • Drive airport lounge experience to the highest level with a customer centric approach
  • Confer recognition on, and earn the loyalty and emotional attachment of, our highest-valuecustomers (front-end and elite Marco Polo members)

Crisis Management Capability and Preparedness

  • Support the Regional Business Resilience Coordinator to develop organisational, supplier andindividual capabilities for effectively handling Emergency and Accident (E&A), Irregular Operations(IROPS), and other foreseeable airport contingencies
  • Plan for and manage exercises, reviews, and update all contingency plans and manual backupprocedures at least once per annum
  • Implement IROPS plan during significant disruptions and lead the team to mitigate further disruptionto the operational plan
  • Ensure our customers are cared for, informed and given choice where possible through the use ofdisruption management tools

People Development and Performance Management

  • Lead, support and encourage own team to achieve success
  • Build a strong and motivated team, ensure the right organisational structure and the right people arein place to foster positive team spirit and facilitate teamwork
  • Actively participate in recruitment and selection activities for the airport team
  • Supervise and mentor direct reports, encouraging effective collaboration
  • Develop employees with high potential and identify learning opportunities to ensure appropriatetraining and development programmes are in place to suit both self-handled and 3rd party ports asappropriate 
  • Maintain active and ongoing dialogue in relation to employee goals and performance
  • Actively engage with employees to enhance communication and their understanding of departmentgoals 
  • Demonstrate leadership and lead by example in accordance with Cathay Pacific’s core values 
  • Enhance the employee experience in line with the role level and the brand promise

Supplier Management

  • Actively manage supplier performance levels as per contract and service level agreements
  • Ensure sub-contracting as per contract and engage the relevant parties when information andchanges occur
  • Set clear direction and expectations to suppliers as per corporate requirements
  • Conduct regular (at least monthly) performance review meetings with the suppliers
  • Establish action plans and ensure the plan is being delivered in an efficient manner and keep trackof all documentation

Cost Efficiency

  • Plan and manage station budget and airport-related costs with all key stakeholders
  • Seek opportunities to drive down costs by making them controllable
  • Seek revenue opportunities by maximising the utilisation of properties e.g. Lounge
  • Manage budgets and costs effectively without compromising legislation, levels of service oroperational performance

Represent Cathay’s interests in the airport community

  • Actively engage and manage external airport relationships in the best interests of the Company authorities, suppliers and service providers, oneworld partners, and other airlines
  • Ensure competition compliance involvement in airport-related industry affairs
  • Act as the representative in AOC or BAR to protect the interests of the airline

Proactive Partnerships with Regional and Head Office

  • Sustain effective communication with Head / Regional Office to establish mutual understanding
  • Partner with Head / Regional Office departments on improvement initiatives and projects
  • Champion Head / Regional Office initiatives
  • Develop and implement local strategy in conjunction with Head / Regional Office directives andframeworks

Qualifications / Experience

Academic qualifications

  • A diploma qualification in a related discipline is a minimum educational standard
  • Bachelors and/or Masters degree in operations management, business administration, airportplanning and management or airport operations is desirable

Knowledge, skills, training and experience

  • Excellent command of written and spoken English is mandatory with the local language being anadvantage 
  • Three years’ airport operational / customer handling experience
  • At least two years’ recent experience in a supervisory / management capacity
  • Up to date knowledge of all regulatory and local legal requirements relating to airport operations andpassenger processing 
  • Command of the different management processes and their importance as they vary from normaloperations to disruption or emergency situations
  • Superior independent working capabilities coupled with good decision-making skills
  • Self-motivated and committed leader who enjoys team work
  • Strong customer service mentality with superior interpersonal skills
  • Effective use of negotiation skills
  • Good analytical/numerical skills and experience of planning, reviewing and managing budgets andcosts
  • Ability to interpret and implement global policy to ensure local compliance
  • Ability to think logically and commercially in order to present and justify ideas/findings to a widevariety of audiences that are often culturally diverse 
  • High personal presentation as the job-holder is expected to represent the Company atexternal/internal meetings
  • Proven track record of supplier management in-line with Company policy to involve contractrenewal, negotiation, agreeing terms of business, and senior management endorsement
  • Strong computer literacy including Word, Excel and PowerPoint
  • Leads, adapts to and embraces constant change

All persons hired will be required to verify identity and eligibility to work in the United States. No sponsorship for employment visa status is available for this position.

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