Senior Airport Lead

4 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Cathay Pacific Full time

Company Description

Let 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 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 people and team are up-to-date with the latest product knowledge and support the team to effectively utilise products and services to provide the highest possible quality of experience for our customers across all touch points
  • 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
  • Ensure our customers are cared for, informed and given choice where possible through the use of disruption management tools

People and Team (suppliers included)

  • Motivate and inspire the frontline team to enable supportive and collaborative teamwork
  • Support the on-boarding process and probation of new hires
  • Support and encourage the team to learn and develop through role modelling, mentoring or on-the-job coaching
  • Support the team to adopt new challenges and changes
  • Monitor and review day-to-day team and/or individual team member performance and raise suggestions for improvement

Supplier Management

  • Assist in monitoring and conducting regular performance review meetings with suppliers
  • Support the Airport Operations Manager to implement any action plan efficiently and keep track of progress with documented records

Cost Efficiency and Productivity

  • Monitor team daily productivity and flexibility in resource deployment
  • Support the Airport Operations Manager to drive down costs in daily operation

E&A

  • Emergency and Accident and Crisis Response responsibilities as required
Requirements

(cont. KEY RESPONSIBILITIES)

Represent Cathay Interests in the Airport Community

  • Support 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 airlines
  • Ensure competition compliance involvement in airport-related industry affairs (i.e. AOC)
  • Protect the Company's reputation

(REQUIREMENTS)

Academic Qualifications

  • Post-secondary school education is desirable
  • High school graduation

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
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.

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