Senior Airport Lead

Company 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 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. Let your ambitions take you places!Role IntroductionTo 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 ResponsibilitiesSafety, Quality, and Operational Excellence LeaderEnforce corporate safety, security, and quality policies to ensure regulatory compliance and operational integrity with zero incidents.Support local airport management in identifying and mitigating safety and security risks, fostering a culture of zero tolerance.Deputize as the Airline’s Operational Duty Holder (ODH), adhering to risk escalation protocols.Operational ManagementManage Ground Handling Agent teams dedicated to Cathay flight operations, ensuring punctuality and error-free performance.Drive innovation and operational improvement across airport operations.Ensure adherence to operational standards through regular Quality Control checks.Conduct flight briefings and undertake additional responsibilities as needed.Customer Experience ChampionKeep teams updated on product knowledge to deliver exceptional customer service across all touch points.Foster a culture of ‘Service Straight From The Heart’ to enhance customer connections.Promote the use of new technologies for superior customer service.Recognize and support high-value customers, including elite members.Crisis Management and PreparednessEnsure familiarity with contingency plans and fallback procedures to maintain readiness standards.Effectively manage flight disruptions, ensuring customer care and informed decision-making.Utilize disruption management tools to support customer choices during disruptions.People and Team DevelopmentMotivate and inspire frontline teams and suppliers to foster collaborative teamwork.Support new hire onboarding and probation processes.Mentor and coach teams for continuous learning and adaptation to new challenges.Monitor and review team performance, providing suggestions for improvement.Supplier and Cost ManagementAssist in conducting regular performance reviews with suppliers.Support efficient implementation of action plans and track progress.Cost Efficiency and ProductivityMonitor daily team productivity and resource deployment flexibility.Support efforts to reduce operational costs under the guidance of the Airport Operations Manager.Assist with station administration tasks as required.Airport Community EngagementCollaborate with external stakeholders in the best interest of Cathay, including authorities, suppliers, and industry partners.Ensure compliance with competition regulations and safeguard the company’s reputation in airport-related affairs.Emergency and Accident ResponseFulfill Emergency and Accident (E&A) and Crisis Response responsibilities as needed.RequirementsAcademic qualificationsPost-secondary school education is desirableHigh school graduationKnowledge, Skills, Training And ExperienceStrong command of written and spoken English is mandatory with the local language being an advantageAt least 3 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 teamworkVery strong customer service mentality with strong interpersonal skillsSound 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 mattersAbility to handle different operational modes such as normal operations, disruption, Emergency & Accident and contingency situationsAdapts to and embraces constant changeBenefitshttps://careers.cathaypacific.com/who-we-are/why-work-herePersonal & Application InformationCathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful.All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer