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Cargo Services Manager

  • Cargo Operations
  • Singapore
  • Cathay Pacific

Reports to: Regional Head of Cargo

Department: Cargo (CGO)

To develop and execute the cargo services strategies for the port / area in order to achieve Key Performance Indicators.

To drive operational excellence and service delivery in the port / area by partnering with relevant stakeholders to provide clarity, guidance and support on the set performance targets.

Key Responsibilities

Service Delivery and Excellence

  • Ensure all cargo operations activities consistently run smoothly and effectively
  • Lead and manage all aspects of cargo services and operations to give Cathay a competitive edge in terms of service quality
  • Work with the Regional Cargo Services Manager to establish cargo services standards in accordance with corporate Key Performance Indicators and develop workable strategies to achieve and maintain these standards
  • Manage the port/area trucking services to deliver a consistent and high quality cargo and mail service to offline ports
  • Lead and drive operational excellence by using available service performance tools and established Key Performance Indicators and Service Level Agreements
  • Actively seek opportunities to drive ancillary revenue and improve the cargo service customer experience
  • Partner with Regional Head of Cargo to set team SMART goals targeting specific performance areas
  • Ensure problem-free operational and ground handling management of all charter services
  • Ensure problem-free handling of all special cargo and expert lift
  • Monitor and improve Cargo iQ performance and supplier management assessment score both Cargo Terminal Operator and Regulated Handling Agent
  • Work with the Regional Cargo Services Manager to drive the Unit Load Device compliance programme
  • Address customer issues and enhance service offering in a timely and effective manner
  • Partner with Group Quality and the Regional Cargo Services Manager to support the port audit programme and initiate self-audits as required

Safety and Regulatory Compliance 

  • Conform to the required safety and security standards, meet all company, local, international aviation, authority and legal requirements 
  • Oversee all safety issues relating to cargo services, specifically but not limited to handling of dangerous goods, freighter load control, cargo build up and aircraft loading 
  • Partner with the Regional Head of Cargo to develop Emergency and Accident and Business Continuity Plans 

Efficiency Improvement

  • Proactively implement e-AWB and e-Freight initiatives 
  • Support the Regional Head of Cargo in managing expenditure related to ground handling, freighter ramp handling and trucking within the approved budget, with the goal to lower the cost per ton
  • Provide feedback relating to service initiatives to the Regional Head of Cargo

Partnerships and External Liaisons

  • Take responsibility to closely monitor third party handling agents performance against Service Level Agreements
  • Develop close and effective working relationships with local Ground Handling Agents, as appropriate, to extract maximum value from the relationship
  • Develop and maintain positive relationships with local Civil Aviation Departments and various applicable regulatory bodies to enhance the overall interests of the Company

People Development and Performance Management

  • Lead, support and encourage own team to achieve success
  • Build a strong and motivated team, ensuring the right people are in place to foster positive team spirit and facilitate teamwork
  • Supervise and mentor direct reports, encouraging effective collaboration
  • Demonstrate leadership and lead by example in accordance with Cathay’s core values
  • Develop employees with high potential and identify learning opportunities to ensure appropriate training and development
  • Maintain active and ongoing dialogue in relation to employee goals and individual performance
  • Actively engage with employees to enhance communication and their understanding of department goals
  • Support the People Managers to design and conduct internal development programmes including succession planning as appropriate ensuring alignment with Head Office direction
  • Enhance the employee experience in line with the role level and the internal brand promise

Operational Duty Holder (if applicable)

  • This position is the Operational Duty Holder of port SIN and has a formal business relationship with the Functional Duty Holder of applicable services and must understand the process of risk escalation to the Functional Duty Holder (GM CSD).
  • This position is the Remote Operational Duty Holder of port SIN (if Remote ODH applies) and has a formal business relationship with the Functional Duty Holder of applicable services and must understand the process of risk escalation to the Functional Duty Holder (GM CSD).
  • This position is the Operational Duty Holder Delegate of port SIN (if ODH Delegate applies).
  • To fulfil the detailed Cargo Operational Duty Holder responsibilities, for Cathay Pacific and Cathay Dragon, as per the requirements of the “Best Practice for Cargo Operation Duty Holder - Port” documented in IntraCX/Dragonet Cargo Team Site.
  • Be accountable at an operational level for the safe operation of services, including those services which are contracted to others
  • Maintain day to day responsibility for managing operational performance, including the performance of suppliers who are contracted to deliver services to ensure that:
  • there is full compliance with quality standards and regulatory requirements
  • procedures and instructions are followed
  • the service is delivered in accordance with contracted terms


  • Emergency and Accident and Crisis Response responsibilities as required


Academic qualitifications

  • University degree (or tertiary equivalent) in a related discipline

Knowledge, skills, training and experience 

  • A minimum of 4 years cargo services related experiences 
  • Strong working knowledge of airline and the international air frieght industry 
  • Proven success records in setting and achieving goals and targets 
  • Demonstrated ability in building, maintaining and leading teams to success 
  • Strong interpersonal and communication skills
  • Strong decision-making and time maangement skills

Key Competencies

  • Analysis and Problem Solving
  • Customer Focus
  • Continuous Improvement & Innovation
  • Leading and Engaging Teams
  • Developing and Recognising Others
  • Communication

Application deadline: 25 May 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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