Duty Airport Operations Manager

2 days ago

Hà Nội, Vietnam Cathay Pacific Full time

ASD - Airport Services Delivery
- Hanoi, Vietnam
- Cathay Pacific
- Application Deadline
03 Jan 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 oversee and ensure that airport operations during the operational shift run smoothly and efficiently whilst complying with the established safety, security and quality 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
- Act as the Airline’s Operational Duty Holder (ODH) delegate of the airport adhering to the risk escalation process to the Functional Duty Holder (GM ASD)

Operational Excellence
- Act as the escalation point for the Ground Handling Agent
- Manage and oversee Ground Handling Agent teams dedicated to Cathay flight operations to achieve operational excellence, being on time and error free
- Help to implement innovative ideas and proactively strive to do things differently and better in all aspects of our business and operations
- Continuously drive improvement in operational performance, effectiveness and productivity
- Ensure and conduct regular Quality Control checks on station performance, including provision of service by suppliers
- Conduct thorough flight briefing to the team as required
- Undertake any other reasonable task as requested

Outstanding Product and Services
- Uphold and effectively utilise products and services to provide the highest possible quality of experience for our customers across all touch points
- Support and ensure 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
- Ensure people and team (including suppliers) are up-to-date with the latest product knowledge Proactively support the use of new technologies in customer services
- Ensure the airport lounge is run with the highest level of service standards and is customer centric
- Confer recognition on and help to earn the loyalty and emotional attachment of our highest-value

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**Requirements**:
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Crisis Management capability and preparedness
- Support the internal team and suppliers to have the capabilities for effectively handling Emergency and Accident (E&A), Irregular Operations (IROPS), and other foreseeable airport contingencies
- Help to facilitate exercises, reviews, and provide assistance in developing contingency plans and manual fall-back procedures so that they are up-to-date and meet the required standards
- Proactively prevent and manage flight disruptions and irregularities
- Ensure customers are cared for, informed and given choice where possible through the use of disruption management tools

People and team
- Lead, support and encourage own team to achieve success
- Build a strong and motivated team, ensure 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 programmes are in place to suit both self-handled and 3rd party ports as appropriate
- 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

Supplier Management
- Monitor and conduct regular (at least monthly) performance review meetings with suppliers
- Implement action plans in an efficient manner and keep track of progress with documented record

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