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Assistant Learning Manager – Customer Care

  • TLA - The Learning Academy
  • Hong Kong Special Administrative Region of China
  • Cathay Pacific
  • Application Deadline
    30 Jul 2021
Role Introduction

Reports to: Learning Manager – Customer Care

The person is responsible for managing the delivery of learning modules / programmes for customer care, including both Customer Contact and Customer Support globally (including outport Hubs and satellites).  Lead, enable and support a team of training professionals to ensure Hong Kong and worldwide Customer Care people and general sales agents, have the required knowledge, skills and attributes to be safe, operationally competent, service minded and regulatory compliant.  The job holder is to manage course content development, updates and evaluations as well as daily operations of the courses.

 

Key Responsibilities

  • Manage the deployment and delivery of regulatory, functional, system and service learning modules / programmes for Hong Kong and worldwide Customer Care employees and general sales agents
  • Manage the course training delivery team, including performance reviews and development of trainers
  • Be responsible for course content development, updates and evaluations
  • Manage the daily operations of the courses, including ensuring compliance to policies, procedures and processes
  • Plan and facilitate formal and informal, social and collaborative learning development strategies that are in support of operational and service excellence
  • Deputise Learning Manager – Customer Care when required
  • Support training projects and be a part of the training delivery team to deliver training (10-20%)
Requirements

  • At least 5 years reservation and ticketing experience in the airline industry
  • Proven Supervisory track record with team leadership experience.  3 years minimum experience required
  • In-depth subject matter knowledge
  • Role model of customer service and operational excellence 
  • Strong personal presence and verbal / non-verbal communication skills 
  • Excellent verbal and written communication skills in English 
  • Flexible and adaptable 
  • Strong planning and organising skills
  • Sound project management skills with sound analytical skills 
  • Facilitation skills to deliver learning sessions 
  • Great team lead and ability to manage trainers
  • Embrace learning technology and be a passionate learner
  • Willingness to travel extensively
  • Willingness to work occasionally during rest days and public holidays (compensatory day off will be given in lieu)
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.

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