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Assistant Manager Inflight Service Enablement

  • Corporate Services
  • Hong Kong Special Administrative Region of China
  • Cathay Pacific
  • Application Deadline

Department: Inflight Services Delivery

Report to: Inflight Service Enablement Manager

This position is responsible for enabling cabin crew in both Cathay Pacific and Cathay Dragon to perform their job more effectively and with better consistency. The role holder will embrace innovation and take every opportunity to leverage new technologies to drive improvement on cost, productivity and efficiency for crew and passenger service. He/she will be responsible for taking the lead in the strategic management of different crew groups and to gather insights on crew and customer behaviour. Support the team to lead innovative projects enabling cabin crew to perform their job effectively and consistently. Gather data from insight team, cabin crew, e-reports, audit results, reflex, etc to identify trends/ needs for improvement. Conduct analysis and make recommendations for continuous improvement purpose which will ultimately lead to customer experience enhancement. He/she will also support Quality Control (QC) programme to ensure crew are performing up to standards.

Key Responsibilities

  • Design, develop and maintain central repository of feedback from customer and cabin crew
  • Collate crew feedback through multiple channels (e.g. survey, focus groups, social media platform, reports) and perform data analysis for service changes
  • Consolidate input and feedback from customers via Reflex, compliments / complaints, Customer Insight and teams, and share with other ISD teams
  • Provide insights and make recommendation of enhancement to the service flow, equipment and etc. in bridging the gap between service standard and online practice
  • Coordinate and liaison with different stakeholders to drive positive changes for a betterment of crew community
  • Focal point of providing findings from Inflight Customer Service to senior management
  • Manage QC programmes.  Recruit and manage staff volunteers, and transform the data into positive changes, identify gaps for improvements, and follow up with relevant stakeholders to close the gaps
  • Responsible for the design, implementation and continuous enhancement of cabin tablet and app development and find innovative ways to refine current process
  • Support cabin crew and enable consistent delivery of service to the required standard
  • Conduct Management flying to understand online practice and provide support to cabin crew

Requirements

  • University degree holder with minimum 5 years of related work experience, cabin crew member or has cabin crew background is an advantage 
  • Polished interpersonal skills, coupled with strong presentation and strong stakeholder management skills
  • Empathetic to crew, and able to build rapport with the cabin crew community and other stakeholders
  • Ability to articulate and envisage pain point from cabin crew operation
  • High levels of diplomacy and emotional intelligence; ability to handle sensitive issues with tactfulness
  • Strong data analytics skills, ability to integrate quantitative and qualitative data and articulate insights
  • Familiar with Cabin Crew operations and practices is an advantage
  • Effective communication skills; excellent command of written and spoken English and Chinese

Application Deadline: 6 January 2020

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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