Going, going, gone...

Looks like this career opportunity is no longer available. We may have filled the position or it was taken down for other reasons. We know this isn’t what you were hoping for but we have great new opportunities opening all the time.

Start a new search now!

Employee Services Lead

  • Administrative Support
  • Hong Kong Special Administrative Region of China
  • Cathay Pacific

Reports to: Global Business Services Manager

Department: Global Business Services (GBS)

GBS is Cathay Pacific's trusted partner in establishing end to end processes and services to deliver value through simplification, innovation and automation.

The ultimate purpose of this role is to deliver quality services, in a cost effective and efficient way, to all business units / subsidiaries, employees and external stakeholders. This role is accomplished by supporting and providing inputs to projects on, for example:

  • Standardisation and simplification of policies and procedures
  • Review of existing tools on documentation and information management
  • Proposal and implementation of improvement initiatives such as lean, robotics, and ECM
  • Improvement of GBS presence throughout internal communication channels

Key Responsibilities

Employee Services team is part of the Hire to Retire (Employee Services) stream which provides services and administration of the end-to-end transactional activities associated with the employee experience for employees and business units.  The stream currently covers pre-boarding, on-boarding, employee benefits, employee mobility, and off-boarding activities, and the scope is under expansion.

Employee Services Lead is expected to manage the daily operations and improvement initiatives on a 50-50 time-allocation basis.

Daily Operations

  • Lead the team in ensuring tasks are carried out to a high standard and completed within service level agreements (SLAs)
  • Provide regular operational feedback to the GBS Manager as well as identify and escalate potential serious operational and customer issues
  • Act as escalation point for Associate Executive / Executive, assisting with query resolution and case managing complex queries
  • Coach and support the teams in ensuring the employee services processes are in accordance with the agreed service levels and ensure back-end operations are efficient and effective. Be a role model for team members and develop individuals to ensure they reach their maximum potential
  • Given the management of sensitive data, to maintain confidentiality and observe data protection and associated guidelines where appropriate
  • Ensure consistent delivery of established SLAs through active, ongoing management
  • Identify common feedback to enable Customer Services team or future technology to respond to employees with a view to continually improving customer services and GBS productivity

Process Improvement Initiatives

  • Lead process improvement initiatives within GBS as well as with business units, to deliver efficiencies and benefits to internal and external customers
  • Undertake any project work relevant to the activities of GBS as requested by the GBS managers
  • Act as a Project Manager to lead cross-functional team and project meetings and work collaboratively with all necessary individuals to achieve the goals of each given project
  • Document and monitor business processes, business rules, metrics and standard operating procedures as a result of improvement initiatives
  • Track, measure and achieve defined department metrics 
  • Work with key stakeholders to determine areas for optimization; develop solutions to continuously improve and streamline processes and to develop value adding enhancements
  • Partner with stakeholders to implement process modifications that support changing business and compliance requirements


  • Tertiary education in business, HR or relevant discipline
  • 5+ years of experience in general HR administration within General Business Services / Shared Services environment
  • Demonstration of leadership skills by role-modelling, engaging the team and creating a positive environment
  • Ability to multitask between daily operations and project initiatives in a fast-paced environment
  • Experience in maintaining a working knowledge of labour, human resources, legal and operational issues related to Cathay Pacific’s HR systems
  • Strong analytical and problemsolving skills
  • Capability to work independently with strong sense of responsibility
  • Open-minded in adopting technologies
  • Ability to act consistently and fairly with GBS’ customers/business units, focusing on resolving issues and performing with a customer focused attitude
  • Strong written and verbal Chinese (Cantonese) and English communication skills
  • Ability to maintain the highest degree of confidentiality, and be discreet and professional with all levels of the organisation

Application deadline: 9 August 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.