Airport Operations Manager

1 month ago

Guangzhou, Guangdong, China Cathay Pacific Airways Limited Full time
About Us

Cathay Pacific Airways Limited is a world-renowned airline that strives for excellence in every aspect of its operations. We are committed to providing exceptional service to our customers, while maintaining the highest standards of safety and security.

Job Summary

We are seeking a highly motivated and experienced Senior Airport Lead to join our team at Cathay Pacific. As a key member of our airport operations team, you will be responsible for overseeing and supervising daily team member functions to ensure smooth and efficient operations during operational shifts. You will also be responsible for delivering exceptional airport service experiences to our customers, while ensuring compliance with established safety and security standards.

Key Responsibilities
  • Safety First, Quality Always
    • Execute corporate safety, security, and quality policies to ensure compliance with regulatory requirements and quality standards.
    • Achieve absolute operational integrity with zero safety defects and security infringements.
    • Support local airport management to identify and mitigate personal, safety, and security risks in the workplace.
    • Deputise as the Airline's Operational Duty Holder (ODH) of the airport, adhering to the risk escalation process to the Functional Duty Holder (GM ASD).
  • Operational Excellence
    • Manage and oversee Ground Handling Agent teams dedicated to Cathay flight operations to achieve operational excellence.
    • Help to implement innovative ideas and strive to do things differently and better in all aspects of airport operations.
    • Assist in ensuring and maintaining operational and productivity performance conformance to standards.
    • Support airport management to conduct regular Quality Control checks on station performance.
    • Conduct flight briefings as required.
    • Will to take up extra responsibilities (e.g. projects) and work shift duties.
  • Outstanding Product and Services
    • Ensure team members are up-to-date with the latest product knowledge and support the team to effectively utilise products and services.
    • Support the team to deliver 'Service Straight From The Heart' on a daily basis to create genuine connection and memorable experiences for our customers.
    • Support the use of new technologies in the provision of customer service.
    • Give recognition to our highest-value customers (front-end and elite Marco polo members).
  • Crisis Management capability and preparedness
    • Familiarity with all contingency plans and manual fall-back procedures to meet the required standards.
    • Effectively manage flight disruptions and irregularities and support airport management as required.
  • People Development and Performance Management
    • Lead, support, and encourage own team to achieve success.
    • Build a strong and motivated team, ensure the right people are in place to foster positive team spirit and facilitate teamwork.
    • Supervise and mentor direct reports, encouraging effective collaboration.
    • Develop employees with high potential and identify learning opportunities.
    • Maintain active and ongoing dialogue in relation to employee goals and performance.
    • Actively engage with employees to enhance communication and their understanding of department goals.
    • Demonstrate leadership and lead by example in accordance with Cathay Pacific's core values.
  • Supplier Management
    • Assist in monitoring and conducting regular performance review meetings with suppliers.
    • Support to implement any action plan efficiently and keep track of progress with documented records.
  • Cost efficiency and productivity
    • Monitor team daily productivity and flexibility.
    • Support to drive down costs in daily operation.
  • Represent Cathay interests in the Airport Community
    • Support to work with external parties in the best interests of the Company.
    • Ensure competition compliance involvement in airport-related industry affairs (i.e. AOC).
    • Protect the Company's reputation.
  • E&A
    • Emergency and Accident and Crisis Response responsibilities as required.
    Requirements
    • Academic qualifications
      • College degree is desirable.
    • Knowledge, skills, training, and experience
      • Strong command of written and spoken English is mandatory with the local language being an advantage.
      • At least 3 years solid Customer Service experience, preferably in airlines or airport services.
      • Ability to work independently with good decision-making skills.
      • Self-motivated and committed leader who enjoys teamwork.
      • Very strong customer service mentality with strong interpersonal skills.
      • Sound technical knowledge and capability (multi-skilled) to perform each airport job function (requirement to pass all training arranged by ASD).
      • Thorough understanding of Company policies and international regulatory procedures and all required local regulatory matters.
      • Ability to handle different operational modes such as normal operations, disruption, Emergency & Accident, and contingency situations.
      • Adapts to and embraces constant change.
    Personal & Application Information

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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