Role Introduction
Reports to: Head of Global Airports
The job holder will design and implement a performance metres (both above / below wing) that measures customer satisfaction, airport operations, and safety performance in a clear objective manner for all airports. He/ She is responsible for identifying areas for improvement and cross collaboration with other stakeholders and operational units in all areas in relation to airport services and operations.
This role is responsible to ensure the standard of human resource deployment at airports globally, balancing needs and costs, as well as selecting global airport leaderships through recruitment. He/ She should have strong analytic skills, process reengineering skills, and above all are a catalyst for change with strong communication and influencing skills.
For crisis management, the role acts as the alternate of Emergency and Accident (E&A) representative for Airport Service Delivery for the department.
Key Responsibilities
- Manage a close working relationship with Regional Head of Airports (RHoA) and outport airport management teams in managing outport airports; lead the team of ASD regional account managers for outport airports in supporting airport management globally
- Ensure Airport head office and regional / local airport management teams are engaged and aligned towards the same vision and the company’s strategic directives
- Identify effective Key Performance Indicators (KPI) in managing airport performance, including but not limited to customer satisfaction at different airport Service Touchpoints – check-in, boarding and arrival, Baggage Mishandling, Airport On-Time Performance (OTP), Precision Timing Schedule (PTS) compliance, Safety Performance, Airport Self Service Rates
- Define, develop, maintain and monitor customers and operational performance measures / metrics for the airport community; develop and sustain computerised performance monitoring and analytical tool(s), including ensuring the sustainability of the data/database from various business units
- Develop reports and dashboards for senior management and airports worldwide; conduct analysis of measures and identify areas for improvements and monitor the outport to ensure an improvement plan is being worked out; implement a performance management and improvement process that leads to a positive and measurable impact on the airport operations
- Ensure ports are delivering or exceeding customer experience metrics or targets and identify the areas for improvements in port performance together with outports; work with the Subject Matter Expert (SME) in head office including other departments and outport to ensure the action plan in place are effective in improving outport performance
- Champion innovative ideas or best practices to assist the management of outports to improve performance; organise and conduct RHoA meetings, Chair regional airport meetings, regular conference calls and visits to outport to ensure adequate engagements to outport airport teams from head office
- Conduct on-site port visits to act as a change catalyst to the outport management for bringing an outport to back up to company standards; govern and review global airport manpower requirement for outport airports with the aim to have the most optimal structure for each airport factoring in corporate directives, regional / local constraints, labour spanet supplies and regulatory landscape
- Ensure a balanced outport airport resource structure and drive productivity improvements, without compromising the services and customer aspects; gatekeeping global airports manpower at approved level, as the point of evaluation at head office for additional resource requests / requirements
- Represents the head office in the airport recruitment selection process for frontline leaders globally; deputise Head of Global Airports
Requirements
- University graduate with a high standard of written and spoken English and Chinese
- Minimum 4 years in a managerial capacity in operation and/or customer service fields
- Strong strategic leadership and communication skills
- A Change catalyst
- Process re-engineering / mapping skills
- Strong influencing and negotiation skills
- Solid airport operation knowledge
Personal & Application Information
Cathay 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.
