Airport Lead (Shekou Cruise Home Port)

• ASD - Airport Services Delivery
• Shenzhen, Chinese mainland
• Cathay Pacific
• Application Deadline

• 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 local FESCO/ FASCO.

• 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.

• 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 HKIA 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 Deputy Operational Duty Holder (ODH) of the intermodal port adhering to the risk escalation process to the Functional Duty Holder

• Supervise and support Ground Handling Agent teams dedicated to Cathay flight operations
• Assist to implement innovative ideas and strive to do things differently and better
• Assist in ensuring and maintaining operational and productivity performance conformance to standards
• Support airport management to conduct regular Quality Control checks on station performance
• Conduct flight briefings as required
• Willing to take up extra responsibilities (e.g. projects) and work shift duties
• Undertake any other reasonable task as required

• Ensure team are up-to-date with the latest product knowledge, support the team to effectively utilise products and services to provide the highest possible quality of experience for our customers
• 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)

• Familiar with all contingency plans and manual fall-back procedures to meet the required standards
• Effectively manage flight disruptions and irregularities, support airport management as required
• Ensure our customers are cared for

• Motivate the frontline team (i.e. suppliers) to enable supportive and collaborative teamwork
• Support the on-boarding process and probation of new hires (suppliers included) as required
• Support and encourage the team (suppliers included) to learn and develop
• Support the team to adopt new challenges and changes
• Monitor day-to-day team and/or individual team member performance (suppliers included) and raise suggestions for improvement

• Oversee overall performance of upstream ports of HKIA through regular meeting with Ground Handling Agent
• Support the Customer Service Manager - HKIA to implement any action plan efficiently and keep track of progress with documented records

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

• Support the Customer Service Manager - HKIA 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 the related industry affairs
• Protect the Company's reputation

• Emergency and Accident and Crisis Response responsibilities as required

• A diploma qualification in a related discipline is a minimum educational standard

• 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 to work independently with good decision-making skills
• Self-motivated and committed leader who enjoys teamwork
• Strong customer service mentality with strong interpersonal skills
• Good technical knowledge and capability (multi-skilled) to perform each airport job function (requirement to pass all training arranged by ASD)
• Good 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

Cathay Pacific