At Cathay Pacific, we share one common aspiration: to be the world's best airline.
Cathay Pacific and its subsidiaries employ a total of over 28,000 people across 39 countries that we operate to. With a global team, we offer a diverse range of career choices and opportunities - in the air, on the ground; in customer service, in the office; managerial or professional roles. Our team of great people each plays a key role to deliver the quality service that we are famous for.
All Chinese mainland based positions are subject to local terms and conditions.
Applicants must have the right to live and work in Chinese Mainland. We are unable to assist applicants with visa or work permit applications.
Once employment is confirmed, the employment contract and personnel file will be arranged through local FESCO/ FASCO.
To lead and manage the overall airport operations to run smoothly and efficiently whilst complying with the established safety, security and quality standards.
To deliver the best possible operation and airport service experience ensuring our customers always feel special and valued at all times, regardless of circumstance.
To inspire our people and suppliers to embrace change and excel in everything they do including to take every opportunity to benefit from technological advancement and to represent the Company’s best interests within the local community.
To provide managerial level support (mentorship) to specified buddy Airport Operations Managers as required.
Safety First, Quality Always
Rigorously execute corporate safety, security and policies to ensure the station, employees and suppliers are compliant with all regulatory and quality requirements
Achieve absolute operational integrity, with zero safety defects and security infringements
Advocate a “Just Culture” and develop proactive partnerships with stakeholders in root cause investigations and analysis
Identify and mitigate safety and security risks for customers and for employees
Partner with local airport management to identify and mitigate safety and security risks for employees by developing a culture of zero tolerance on safety and security incidents
Achieve error free operational excellence with particular emphasis on safety management, on time performance, baggage handling and future experience
Ensure proactivity to excel above published standards, policies and procedures
Deploy resources productively to maximise efficiency
Actively promote‘Best Practise’, ensure airport operational continuity
Outstanding Product and Service
Inspire the team to live ‘Service Straight From The Heart’ principles to create genuine connection and memorable experiences for our customers
Actively seek to apply new technologies in the customer experience flow
Drive airport lounge experience to the highest level with a customer centric approach
Confer recognition on, and earn the loyalty and emotional attachment of, our highest-value customers
Crisis Management Capability and Preparedness
Liaison with Regional Business Resilience to develop organisational, supplier and individual capabilities for effectively handling E&A,IROPS
Plan for and manage exercises, reviews, and update all contingency plans and manual backup procedures
Implement IROPS plan during significant disruptions
Ensure our customers are cared for, informed and given choice where possible
People Development and Performance Managemen
Lead, Develop, Encourage team to achieve success and understanding of department goals with identifying learning opportunities
Build a strong and motivated team, ensure the right organisational structure and the right people to foster positive teamwork
Mentor direct reports, encouraging effective collaboration and communication
Manage supplier performance levels, set clear direction to suppliers and conduct regular review
Thoroughly plan and manage the station budget and airport costs with key stakeholders
Drive down costs controllable and Conduct rostering to cover all operational shifts
Seek revenue opportunities, manage budget and costs effectively without compromising legislation, service or operational performance
Represent Cathay’s interests in the airport community
Actively engage and manage external airport relationships in the best interests
Ensure competition compliance involvement in airport-related industry affairs
Act as the representative in AOC or BAR to protect the interests of the airline
Proactive Partnerships with Regional and Head Office
Effective communication for mutual understanding and Partner on improvement initiatives and projects, Develop local strategy in conjunction directives and frameworks
Key responsibilities for buddy airport(s):
Airport Performance：Act as an escalation point and support decision making during major disruptions by the operational assistance
Mentorship: Act as a mentor and provide support in relation to performance development and station management and give advice or coaching as required
Emergency and Accident and Crisis Response responsibilities as required
A diploma qualification in a related discipline is a minimum educational standard
Bachelors and/or Master’s degree in operations management, business administration, airport planning and management or airport operations is desirable
Knowledge, skills, training and experience
Excellent command of written and spoken English is mandatory with the local language being an advantage
A minimum of 5 years’ solid Customer Service leadership with a travel related background, preferably in airlines or airport services
Up to date knowledge of all regulatory and local legal requirements relating to airport operations and passenger processing
Command of the different management processes and their importance as they vary from normal operations to disruption or emergency situations
Superior independent working capabilities coupled with strong decision-making skills
Self-motivated and committed leader who enjoys team work
Strong customer service mentality with superior interpersonal skills
Effective use of negotiation skills
Good analytical/numerical skills and experience of planning, reviewing and managing budgets and costs
Ability to interpret and implement global policy to ensure local compliance
Ability to think logically and commercially in order to present and justify ideas/findings to a wide variety of audiences that are often culturally diverse
High personal presentation as the job-holder is expected to represent the Company at external/internal meetings
Proven track record of supplier management in-line with Company policy to involve contract renewal, negotiation, agreeing terms of business, and senior management endorsement
Strong computer literacy including Word, Excel and PowerPoint
Leads, adapts to and embraces constant change
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.