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9 months ago
Cathay Pacific
Location: China
Job type: Permanent
Sector: HR & Recruitment
Category: Office Jobs

1. All China based positions are subject to local terms and conditions.

2. Applicants must have the right to live and work in Mainland China. We are unable to assist applicants with visa or work permit applications.

3. Once employment is confirmed, the employment contract and personnel file will be arranged through local FASCO.

Department: Airport Services

Reports to: Manager - Guangxi

Location / Country: Nanning / China


Strategically lead and manage overall airport operations to run smoothly and efficiently whilst complying with the established safety, security and quality standards.

Deliver the best possible operation and airport service experience, to ensure our customers always feel special and valued all the time, regardless of circumstance.

Inspire our people and suppliers to embrace change and excel in everything they do. Take every opportunity to benefit from technological advancement and representing the Company’s best interests within the local community.

Key responsibilities and tasks:

Safety First, Quality Always

* Rigorously execute corporate safety, security and quality policies to ensure the station, staff 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 “Just Culture” 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 staff (suppliers included)

* Act as the Airline’s Operational Duty Holder (ODH) of the airport adhering to the risk escalation process to the Functional Duty Holder (FDH)

Operational Excellence

* Lead the team to achieve operational excellence, being on time and error free

* Ensure proactivity in exploring ways to excel above published standards

* Deploy resources productively to maximise efficiency

* Apply LEAN principles in establishing and reviewing processes and procedures

* Celebrate and promote ‘Best Practise’

* Oversee and play an integral role to ensure airport operational continuity

* Undertake any other reasonable task as required

Outstanding Product and Services

* 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

* Instill a ‘High tech, High touch’ service concept to enhance the airport experience

* 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 MPO)

Crisis Management Capability and Preparedness

* Ensure highly developed and practiced organizational, 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

Staff 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

* Supervise and mentor direct reports, encouraging effective collaboration

* Develop employees with high potential and identify learning opportunities to ensure appropriate training and development

* 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 Cathay Pacific’s internal brand promise of Life Well Travelled

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

Cost Efficiency

* Thoroughly plan and manage station budget and airport-related costs with all key stakeholders

* Seek every opportunity to drive down costs by making them controllable

* Seek revenue opportunities by maximizing utilization of properties e.g. Lounge

Represent CX / KA interests in the airport community

* Actively engage and manage all 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

* Protect and advance the Company’s reputation

Proactive Partnerships with Head Office

* Sustain effective communication with Head Office departments to establish mutual understanding

* Partner with Head Office departments on improvement initiatives and projects

* Champion Head Office initiatives

* Develop and implement local strategy in conjunction with company / Head Office directives and frameworks

Qualifications / Experience:

* Bachelor’s degree in operations management, business administration, airport planning and management or airport operations is desirable

* Excellent command of written and spoken English

* A minimum of three 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 scenarios

* Superior independent working capabilities coupled with good 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 effectively without compromising legislation, levels of service or operational performance

* A commitment to owning the full spectrum of airport operational issues and resolving them in a pragmatic, commercial and legally compliant manner

* 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

* String computer literacy including Word, Excel and PowerPoint

* Leads, adapts to and embraces constant change

* PRC national register or holding PRC ID card


* Setting Direction

* Leading and Engaging Teams

* Driving Business Performance and Change

* Developing and Recognizing Others

Cathay Dragon 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.

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