Learning Specialist – Leadership Programme (12-month contract)

Role Introduction

Reports to: Assistant Learning Manager – Service Excellence and Leadership

The Cathay Academy department (CAY) aspires to foster a culture of continuous learning and improvement, leveraging technology as a tool to enhance scalability and tailor the approval to individual needs. We drive for a consistent, seamless, Cathay style learning experience, and highlight both the design and delivery of our world-class training programmes and curriculums.

In this role, you will support the Learning Manager and Assistant Manager on programme operations with a focus on service leadership and customer service excellence. This includes designing and delivering the programmes, coaching line facilitators to maintain quality and consistency in training delivery. Not to mention leading facilitation in externally delivered curriculum programmes.

You will be the ambassador of CAY to extend world-class service to programme participants, which is in line with Cathay’s service excellence culture, by building relationships with participants from enrolment to post-programme evaluation. This will directly contribute to the experience that we aspire to provide to all participants from new joiners to seasoned leaders and beyond.

Key Responsibilities

• Coach and support the performance management of line facilitators to maintain consistency and quality in programme delivery
• Design, develop and facilitate Service Excellence Learning Curriculum leadership programmes
• Take a lead role as a core facilitator in delivering external curriculum programmes focused on service leadership and customer service excellence
• Lead the design and delivery of specific development programmes
• Manage relationships between the internal stakeholders (CAY) and Business Units as well as external vendors
• Administrator ad-hoc changes to the Learning Management System (LMS)
• Ensure all the programmes are run smoothly by preparing materials and by providing on-site support for in-person, virtual or hybrid events e.g. responding to questions, and answering ad hoc needs
• Provide timely support, information and logistical arrangements for Hong Kong and outport participants

Requirements

• Bachelor’s degree in education, training or any related discipline
• Minimum 10 years’ experience in customer service, hospitality, and/or cabin crew/airport services experience
• Demonstrated managerial experience, including supervising teams or leading projects within a training, service, or customer experience environment
• Experience in content design, development and implementation of programmes, holder of DISC certification is highly desirable
• Excellent interpersonal and presentation skills in both written and spoken English
• Ability to plan and organize tasks and responsibilities in support of project work
• A quick learner, organized and able to work effectively and professionally under time pressure with strong desire to help others succeed
• Open-minded and adaptive to change, ability to work independently and in a team
• Proficiency in Microsoft Suite (i.e. Word, Excel, PowerPoint)
• Willingness to work during rest days and public holidays (compensatory day off will be given in lieu)

Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.