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Airport Operations Manager

  • Airport Operations
  • Toronto, Canada
  • Cathay Pacific

Department: Airport, Toronto

Position: Airport Operations Manager

Reports to: Regional Airports Manager

Cathay Pacific Canada has an opportunity for a highly motivated team leader who will strategically lead and manage the overall airport operations to run smoothly and efficiently whilst complying with established safety, security and quality standards.

The successful candidate will deliver the best possible operation and airport service experience to ensure our customers always feel special and valued regardless of circumstance. She/He will inspire our people and suppliers to embrace change and excel in everything they do and take every opportunity to benefit from technological advancement and representing the Company’s best interests within the local community.

Key Responsibilities: 

Safety First, Quality Always

  • 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
  • Advocate a “Just Culture” and develop proactive partnerships with stakeholders in root cause investigations and analysis
  • Partner with local airport management to identify and mitigate personal, safety and security risks in the workplace for employees (suppliers included) by promoting and developing a culture of zero tolerance 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 operational excellence with emphasis on safety management, time performance, baggage handling and future airport experience
  • Proactively explore ways to excel above published standards, airport policies and procedures
  • Deploy resources productively to maximize efficiency
  • Celebrate and promote ‘Best Practice’
  • 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 a pragmatic, commercial and legally compliant manner
  • Other duties as required

Outstanding Product and Services

  • Lead the local team to adopt the ‘Service Straight From The Heart’ principles in order to create genuine connections and memorable experiences for each of our customers
  • 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
  • Recognize the importance of developing relationships with our highest-value customers, front-end and elite Marco Polo members

Crisis Management Capability and Preparedness

  • Support the Regional Business Resilience Coordinator to develop clear procedural guidelines on 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 backup procedures at least once annually
  • Implement IROPS plan during significant disruptions and lead the team to mitigate further disruption to the operational plan
  • Ensure our customers are cared for, informed and given choice where possible through the use of disruption management tools

People Development and Performance Management

  • Lead, support and encourage our team to achieve success
  • Build a strong and motivated team in order 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
  • Identify employee learning and development opportunities to ensure appropriate training programs are in place to suit both self-handled and third party ports as appropriate
  • Maintain a proactive role in employee goal-setting and performance review
  • Actively engage with employees to enhance communication and their understanding of department goals
  • 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 is conducted as per contract and notify the relevant parties when changes 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 track of 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 sustainable
  • Seek revenue opportunities by maximizing the utilization of properties e.g. Lounge
  • Manage budgets and costs effectively without compromising legislation, levels of service or operational 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 involvement in airport-related industry affairs is compliant with competition policies
  • Act as the representative in AOC or BAR to voice the best interests of the airline

Proactive Partnerships with Regional and Head Office

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


  • University degree or equivalent in a related field, such as Operations Manager, Business Administration, Airport Planning and Management or Airport Operations, is preferred
  • Excellent verbal and written communication skills
  • Minimum three (3) years of international airline operational/management experience
  • Up to date knowledge of all regulatory and local legal requirements relating to airport operations and passenger processing
  • Ability to make sound decisions in high pressure situations; from normal operations to disruption or emergency situations
  • Ability to work independently
  • Strong decision-making skills
  • Strong customer service mentality with excellent interpersonal skills
  • Effective use of negotiation skills
  • Strong analytical skills in regards to planning, reviewing and managing budgets and costs
  • 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 wide variety of audiences that are often culturally diverse
  • A clean and professional image is expected when representing the Company at external and internal meetings
  • Proven track record of supplier management in accordance with Company policy on contract renewal, negotiation, agreeing terms of business, and senior management endorsement
  • Strong MS Office background, especially Microsoft Word, Excel and PowerPoint
  • Leads, adapts to and embraces constant change
  • Must have the ability to obtain the necessary security clearance
  • Must have the permanent legal right to live and work in Canada.


  • Analysis and Problem Solving
  • Customer Focus
  • Teamwork and Building Partnerships
  • Coping with Pressure
  • Leading and Engaging Teams
  • Developing and Recognizing Others

Application Deadline: Thursday, January 24, 2019


Cathay Pacific Airways Limited is committed to employment equity, supports diversity in the workplace and encourages application from all qualified individuals including women, members of visible minorities, Aboriginal peoples and persons with disabilities. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer at

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