Airport Lead

Cathay Pacific- Airport & Cargo Operations- Airport Service Delivery Department- Permanent- Kuala Lumpur, Malaysia- Application deadline: 19 Nov 2025-
- **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 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 Responsibilities**:

- Safety First, Quality Always- Execute corporate safety, security & quality policies to ensure the station, employees and suppliers are compliant with regulatory requirements and quality standards
- Achieve absolute operational integrity with zero safety defects and security infringements
- Support local airport management to identify & mitigate personal, safety and security risks in the workplace for employees (suppliers included) by promoting & developing a culture of zero tolerance on safety and security incidents- Operational Excellence- Supervise & support Ground Handling Agent teams dedicated to Cathay flight operations to achieve operational excellence of being on time & error free
- Assist to implement innovative ideas & strive to do things better in all aspects of airport operations
- Ensuring & maintaining operational & 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
- Willing to take up extra responsibilities (e.g. projects) & work shift duties
- Undertake any other reasonable task- Outstanding Product and Services- Ensure team is up-to-date with latest product knowledge & support team to effectively utilise products & services to provide highest quality of experience for our customers across touch points
- Support the team to deliver ‘Service Straight From The Heart’ on a daily basis to create genuine connection & memorable experiences for our customers across all points of contact
- Support use of new technologies in the provision of customer service
- Give recognition to our highest-value customers (front-end & elite Marco Polo members)- Crisis Management capability and preparedness- Familiar with contingency plans & manual fall-back procedures to meet the required standards
- Effectively manage flight disruptions/irregularities & support airport management
- Ensure our customers are cared for, informed & given choice where possible through use of disruption management tools- People and team- Motivate frontline team (suppliers included) to enable collaborative teamwork
- Support on-boarding process & probation of new hires (suppliers included)
- Support team (suppliers included) to learn & develop through role modelling, mentoring or on-the-job coaching
- Support the team to adopt new challenges & changes
- Monitor day-to-day team / individual team member performance (suppliers included) & raise suggestions for improvement- Supplier Management- Assist in monitoring & conducting regular performance review meetings with suppliers
- Support Airport Operations Manager to implement any action plan efficiently & keep track of progress with documented records- Cost efficiency and productivity- Monitor team daily productivity & flexibility in resource deployment
- Support Airport Operations Manager to reduce costs in daily operation
- Support station admin duties- Represent Cathay interests in the Airport Community- Support Airport Operations Manager to work with external parties in best interests of the Company - authorities, suppliers & service providers, Oneworld Partners, & other airlines
- Ensure competition compliance involvement in airport-related industry affairs (i.e. AOC)
- Protect Company’s reputation- E&A- Emergency & Accident, & Crisis Response responsibilities as required- ** Requirements**:

- Academic qualifications- Post-secondary school education is desirable-
- High school graduation- Knowledge, skills, training and experience- Good command of written and spoken English is mandatory with the local language being an advantage-
- 1-2 years solid Customer Service experience, preferably in airlines or airport services-
- Ability