Job Description

• ASD - Airport Services Delivery
• Singapore
• Cathay Pacific
• Application Deadline

07 Jun 2024Company DescriptionLet your passion fly! We\'re proud to be one of the world\'s leading airlines. Our reputation is built on a long track record of success, an ongoing commitment to our home Hong Kong, and on the delivery of customer service that\'s straight from the heart. All of this is possible due to our talented people who share our passion for aviation and our commitment to being the best. Our global family can open up a world of opportunities for you. This means that your first role at Cathay Pacific won\'t be your last. It could take you anywhere. Join us and discover just how far you can go!Role IntroductionTo 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 requiredKey ResponsibilitiesSafety 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
• Advocate a \xe2\x80\x9cJust Culture\xe2\x80\x9d and develop proactive partnerships with stakeholders in root cause investigations and analysis
• Identify and mitigate personal, safety and security risks in the airport environment for customers and in the workplace for employees (suppliers included)
• Partner with 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
• Act 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

• Lead the team to achieve error free operational excellence with particular emphasis on safety management, on time performance, baggage handling and future airport experience
• Ensure proactivity in exploring ways to excel above published standards, airport policies and procedures
• Deploy resources productively to maximise efficiency
• Actively promote and celebrate \'Best Practise\'
• Oversee and play an integral role to ensure airport operational continuity
• Commitment to owning the full spectrum of airport operational issues and resolving them in a pragmatic, commercial and legally compliant manner
• Undertake any other reasonable task as required

Outstanding Product and Service

• Inspire the entire team to live the \'Service Straight From The Heart\' principles as an enabler to create genuine connection and memorable experiences for our customers across all points of contact
• Actively seek opportunities 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 (front-end and elite Marco Polo)

Crisis Management Capability and Preparedness

• Liaison with the Regional Business Resilience Coordinator to develop organisational, supplier and individual capabilities for effectively handling Emergency and Accident (E&A), Irregular Operations (IROPS), and other foreseeable airport contingencies
• Plan for and manage exercises, reviews, and update all contingency plans and manual backup procedures at least once per annum
• Implement IROPS plan during significant disruptions and lead the team to mitigate further disruption to the operational plan
• Ensure our customers are cared for, informed and given choice where possible through the use of disruption management tools

Supplier Management

• Actively manage supplier performance levels as per contract and service level agreements
• Ensure sub-contracting as per contract and engage the relevant parties when information and changes occur
• Set clear direction and expectations to suppliers as per corporate requirements
• Conduct regular (at least monthly) performance review meetings with the suppliers
• Establish action plans and ensure the plan is being delivered in an efficient manner and keep track of all documentation

Requirements(cont. KEY RESPONSIBILITIES)People Development and Performance Management

• Lead, support and encourage own team to achieve success
• Build a strong and motivated team, ensure the right organisational structure and the right people are in place to foster positive team spirit and facilitate teamwork
• Actively participate in recruitment and selection activities for the airport team
• Supervise and mentor direct reports, encouraging effective collaboration
• Develop employees with high potential and identify learning opportunities to ensure appropriate training and development programmes are in place to suit both self-handled and 3rd party ports as appropriate
• 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
• Enhance the employee experience in line with the role level and the brand promise

Cost Efficiency

• Thoroughly plan and manage the station budget and airport-related costs with all key stakeholders
• Seek every opportunity to drive down costs by making them controllable
• Conduct rostering as required to cover all operational shifts
• Seek revenue opportunities by maximising the utilisation of properties e.g. Lounge
• Manage budget and costs effectively without compromising legislation, levels of service or operational performance

Represent Cathay\'s interests in the airport community

• Actively engage and manage external airport relationships in the best interests of the Company - authorities, suppliers and service providers, Oneworld partners, and other airlines
• 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

• Sustain effective communication with Head / Regional Office to establish mutual understanding
• Partner with Head / Regional Office departments on improvement initiatives and projects
• Champion Head / Regional Office initiatives
• Develop and implement local strategy in conjunction with Head / Regional Office directives and frameworks

Key responsibilities and tasks for buddy airport(s):Airport Performance

• Act as an escalation point and support decision making for buddy ports during major disruptions
• Provide operational assistance during major disruptions / incidents as required

Mentorship For Buddy Airports

• Act as a mentor for the buddy Airport Operations Managers and provide support in relation to performance development and station management and give advice or coaching as required

E&A

• Emergency and Accident and Crisis Response responsibilities as required

Benefits(REQUIREMENTS)Academic qualifications

• 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

Personal & Application Information(BENEFITS)Be part of the Cathay Pacific family and join a dynamic team culture working for one of the world\'s Top 10 Global Airlines.
Make the most of your leave and take advantage of travel industry discounts including airfares, hotels, tours and car hire.
Fly high with career development opportunities to diversify your skills and experience within the Cathay Pacific family.

Cathay Pacific