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Airport Services Supervisor SGN
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Location: Vietnam
Job type: Permanent
Aircraft type:
Contact:
Sector: IT & Communications
Job Role:
Level : A
Department : Airport
Direct report : Manager On Duty
Purpose:
Oversee and supervise the daily assigned team member functions to ensure overall operations run smoothly and efficiently whilst conforming to established safety and security standards.
Deliver the best possible operation and airport service experience to ensure our customers always feel special, valued and recognized regardless of circumstance.
Deputize as the Manager on Duty or Airport Services Manager as required.
Key Responsibilities:
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 .
• Support the Manager on Duty and Airport Services Manager to identify and mitigate personal, safety and security risks in the airport environment for our customers and in the workplace for staff (suppliers included).
• Deputize 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.
• Support the Manager on Duty and Airport Services Manager to implement innovative ideas and proactively strive to do things differently and better in all aspects of the business and operations.
• Ensure and maintain operational and productivity performance conformance to standards.
• Support the Manager on Duty and Airport Services Manager to conduct regular Quality Control checks on station performance including provision of service by suppliers.
• Ensure flight briefings are conducted.
• Willing to take up extra responsibilities (e.g. projects) and work shift duties.
• Undertake any other reasonable task as required.
Outstanding Product and Services
• Ensure the team effectively utilize products and services to provide the highest possible quality of experience for our customers across all touch points.
• Ensure the team 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 are up-to-date with the latest product knowledge.
• Support the use of new technologies in the provision of customer service.
• Give recognition to our highest-value customers (front-end and elite MPO).
Crisis Management capability and preparedness
• Familiarity with all contingency plans and manual fall-back procedures to meet the required standards.
• Effectively manage flight disruptions and irregularities.
• Ensure our customers are cared for, informed and given choice where possible through the use of disruption management tools.
People and team
• Motivate and inspire the frontline team (suppliers included) to enable supportive and collaborative teamwork.
• Support the on-boarding process and probation of new hires (suppliers included).
• Support and encourage the team (suppliers included) to learn and develop through role modelling, mentoring or on-the-job coaching.
• Support the team to adopt new challenges and changes.
• Monitor and review day-to-day team and/or individual team member performance (suppliers included) and raise suggestions for improvement.
Supplier Management
• Assist in monitoring and conducting regular (at least monthly) performance review meetings with suppliers.
• Support the Manager on Duty and Airport Services Manager to implement any action plan efficiently and keep track of progress with documented records.
Cost efficiency and productivity
• Monitor team daily productivity and flexibility in resource deployment.
• Support Manager on Duty and Airport Services Manager to drive down costs in daily operation
• Support station administration duties.
Represent CX/KA interests in the airport community
• Support the Manager on Duty and Airport Services Manager to work with external parties in the best interests of the Company – authorities, suppliers and service providers, one-world Partners, and other airlines.
• Ensure competition compliance involvement in airport-related industry affairs (i.e. AOC).
• Protect the Company’s reputation.
Qualifications & Experience:
Academic qualifications
• Post-secondary education.
• High school graduation as a minimum.
Knowledge, skills, training and experience
• Good command of written and spoken English with the local language an advantage.
• 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 (required to pass all training arranged by department and AHQ).
• Thorough understanding of Company policies and procedures as well as required local and international regulatory procedures.
• Ability to handle and different operational mode such as normal operations, disruption, Emergency & Accident and contingency situations.
• Adapts to and embraces constant change.
Application deadline:October 5, 2017
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.
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