Airport Lead

Company DescriptionCathay is a leading premium travel lifestyle brand based in Hong Kong, offering products and services across four lines of business – Premium Travel, Cargo, Low-Cost Travel and Lifestyle. The Cathay Group comprises premium full-service airline Cathay Pacific, cargo business Cathay Cargo, low-cost airline HK Express, express all-cargo carrier Air Hong Kong, and various other subsidiaries.At Cathay, we are committed to moving people forward in life — whether through travel experience, lifestyle products or career growth. Being part of Cathay is more than just a job, it’s a meaningful career journey toward realising your ambitions. Your skills will become a bridge that connects the world, opening up infinite possibilities along our customers’ life journeys. If you are seeking an opportunity to take flight, let your ambitions propel you higher and further.Make Your Career Move, together with Cathay.Notes:All Chinese mainland based positions are subject to local terms and conditions.Applicants must have the right to live and work in Chinese mainland.Once employment is confirmed, the employment contract and personnel file will be arranged through a local third-party human resources agency designated by Cathay Pacific.Role IntroductionTo supervise and support the daily assigned team member functions to ensure overall operations run smoothly and efficiently during the operational shift whilst conforming to established safety and security standards.To deliver the best possible operation and airport service experience to ensure our customers always feel special, valued and recognised regardless of circumstance.Key ResponsibilitiesSafety First, Quality AlwaysExecute corporate safety, security and quality policies to ensure the station, employees and suppliers are fully compliant with all regulatory requirements and quality standardsAchieve absolute operational integrity with zero safety defects and security infringementsSupport local airport management to identify and mitigate personal, safety and security risks in the workplace for employees (suppliers included) by promoting and developing a culture of zero tolerance on safety and security incidentsOperational ExcellenceSupervise and support Ground Handling Agent teams dedicated to Cathay flight operations to achieve operational excellence of being on time and error freeAssist to implement innovative ideas and strive to do things differently and better in all aspects of airport operationsAssist in ensuring and maintaining operational and productivity performance conformance to standardsSupport airport management to conduct regular Quality Control checks on station performance including provision of service by suppliers as requiredConduct flight briefings as requiredWilling to take up extra responsibilities (e.g. projects) and work shift dutiesUndertake any other reasonable task as requiredOutstanding Product and ServicesEnsure team are up-to-date with the latest product knowledge, support the team to effectively utilise products and services to provide the highest possible quality of experience for our customersSupport the team to deliver ‘Service Straight From The Heart’ on a daily basis to create genuine connection and memorable experiences for our customers across all points of contactSupport the use of new technologies in the provision of customer serviceGive recognition to our highest-value customers (front-end and elite Marco Polo members)Crisis Management capability and preparednessFamiliar with all contingency plans and manual fall-back procedures to meet the required standardsEffectively manage flight disruptions and irregularities, support airport management as requiredEnsure our customers are cared for, informed and given choice where possible through the use of disruption management toolsPeople and teamMotivate the frontline team (suppliers included) to enable supportive and collaborative teamworkSupport the on-boarding process and probation of new hires as requiredSupport and encourage the team to learn and develop through role modelling, mentoring or on-the-job coachingSupport the team to adopt new challenges and changesMonitor day-to-day team and/or individual team member performance and raise suggestions for improvemenSupplier ManagementAssist in monitoring and conducting performance review meetings with suppliersSupport the Airport Operations Manager to implement any action plan efficiently and keep track of progress with documented recordsCost efficiency and productivityMonitor team daily productivity and flexibility in resource deploymentSupport the Airport Operations Manager to drive down costs in daily operationSupport station administration dutiesRepresent Cathay interests in the Airport CommunitySupport the Airport Operations Manager to work with external parties in the best interests of the Company – authorities, suppliers and service providers, Oneworld Partners, and other airlinesEnsure competition compliance involvement in airport-related industry affairs (i.e. AOC)E&AEmergency and Accident and Crisis Response responsibilities as requiredRequirementsAcademic qualificationsCollege degree or aboveKnowledge, Skills, Training And ExperienceGood command of written and spoken English is mandatory with the local language being an advantage1-2 years solid Customer Service experience, preferably in airlines or airport servicesAbility to work independently with good decision-making skillsSelf-motivated and committed leader who enjoys teamworkStrong customer service mentality with strong interpersonal skillsGood technical knowledge and capability (multi-skilled) to perform each airport job function (requirement to pass all training arranged by ASD)Good understanding of Company policies and international regulatory procedures and all required local regulatory mattersAbility to handle different operational modes such as normal operations, disruption, Emergency & Accident and contingency situationsAdapts to and embraces constant changePersonal & Application InformationCathay 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.