Senior Airport Lead

Company Description

Cathay 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 Introduction

To oversee and supervise 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 Responsibilities

Safety First, Quality Always

Rigorously execute corporate safety, security and quality policies to ensure the station, employees and suppliers are fully compliant with all 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 for employees (suppliers included) by promoting and developing a culture of zero tolerance on safety and security incidents

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 of being on time and error free

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 including provision of service by suppliers as required

Conduct flight briefings as required

Willing 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 across all points of contact

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 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.