Cathay is a leading premium travel lifestyle brand based in Hong Kong, offering products and services across four lines of business – Premium Travel, Cargo, Low-Cost Travel and Lifestyle. The Cathay Group comprises premium full-service airline Cathay Pacific, cargo business Cathay Cargo, low-cost airline HK Express, express all-cargo carrier Air Hong Kong, and various other subsidiaries.

Cathay Pacific was founded in Hong Kong in 1946. The Group has been deeply committed to its home base, extending to the rest of Greater Bay Area, and making substantial investments to develop Hong Kong as one of the world’s leading international aviation centres.

Role Introduction

Reports to: Duty Airport Operations Manager

Are you passionate about delivering exceptional customer experiences and leading a dynamic team? We are looking for a dedicated and enthusiastic individual to join our team as a Senior Airport Lead on a 12-month temporary contract.

In this role, you will oversee and supervise daily team member functions to ensure smooth and efficient operations during shifts, while adhering to established safety and security standards.

Deliver exceptional airport service experiences, ensuring customers always feel special, valued, and recognized, regardless of circumstances.

If you thrive in a fast-paced environment and have a knack for problem-solving, this is the perfect opportunity for you!

Key Responsibilities

• 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
• Manage and oversee Ground Handling Agent teams dedicated to Cathay flight operations to achieve operational excellence of being on time and error free
• Ensure people and team are up-to-date with the latest product knowledge and support the team to effectively utilise products and services to provide the highest possible quality of experience for our customers across all touch points
• Motivate and inspire the frontline team (suppliers included) to enable supportive and collaborative teamwork
• Support and encourage the team (suppliers included) to learn and develop through role modelling, mentoring or on-the-job coaching
• Ensure our customers are cared for, informed and given choice where possible through the use of disruption management tools
• Assist in monitoring and conducting regular performance review meetings with suppliers
• Monitor team daily productivity and flexibility in resource deployment
• Support the Duty Airport Operations Manager to work with external parties in the best interests of the Company – authorities, suppliers and service providers, Oneworld Partners, and other airlines
• Effectively manage flight disruptions and irregularities and support airport management as required
• Ensure our customers are cared for, informed and given choice where possible through the use of disruption management tools

Requirements

• Post-secondary school education is desirable
• High school graduation
• Fluent in spoken and written English
• At least 3 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
• Very strong customer service mentality with strong interpersonal skills
• Sound 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 matters
• Ability to handle different operational modes such as normal operations, disruption, Emergency & Accident and contingency situations
• Adapts to and embraces constant change

Full job description is available upon request.