Assistant Learning Manager, Service Excellence, Premium Service

Reports to: Learning Manager - Service Excellence and Leadership

This person is responsible for managing the design & development and quality assurance of the assigned training programmes for cabin crew and hospitality/service excellence learning for ground front line teams. They will be responsible for the performance of a training delivery team to ensure high quality training is delivered. This role has a training delivery responsibility of approximately 10-20%.

• Be responsible for the learning programme content development, updates and evaluations
• On-going review and update existing training materials to ensure relevancy and appropriateness
• Work with assigned business units for on-going data collection and identify learning needs with reports
• Continuously explore opportunities to improve effectiveness of the assigned learning programmes
• Manage performance of the training delivery team through regular in-class observations, provide on-going feedback and development support
• Deliver Train-the-Trainer programmes when required
• Be a part of the training delivery team to deliver training (10%-20%)

• Facilitation and training delivery skills
• In-depth subject matter knowledge
• Role model of customer service and operational excellence
• Flexible and adaptable
• Good organization and planning skills
• Great team lead and ability to manage a team of trainers
• Must embrace learning technology and be a passionate learner
• Experience in customer service, hospitality and/or as a cabin crew an advantage
• Tertiary education
• Good understanding of cabin crew culture and learning style
• Previous experience in Cabin Crew training is an advantage
• At least 5 years work experience in airline industry
• Minimum 3 years training experience

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.

Please note that with effect from 1 June 2022 onwards, all Cathay employees and contractors who work in Cathay City and all other Cathay Group Company premises in Hong Kong must have received a third dose of COVID 19 vaccine.  Being tested regularly for COVID-19 is not an option. Consideration will be given to those who are unable to get vaccinated for valid medical reasons.