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Assistang MangerCrew Resources Services
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Location: Hong Kong
Job type: Permanent
Aircraft type:
Contact:
Sector: Flight Crew
Job Role:
Reports to: Rostering Manager
Purpose:
The overall purpose of this role is to be the on-site Manager, offering expertise and experience to ensure the team deliver timely and customer focused responses to CX and KA Cockpit and Cabin Crew on planning and scheduling-related matters (including but not limited to: leave and swaps requests; roster disruption handling; A days; joker requests). The manager will set the tone, nature and standards of the service and proactively develop the offering as requirements change.
Key responsibilities:
* Providing support to CX and KA Cockpit and Cabin Crews on all roster and Crew Resources related matters.
* Maintaining a timely and accurate customer focused responses on all management enquires and complaints on CX and KA roster related matters.
* Assisting Crew Operations Manager to conduct investigations into enquiries and complaints from CX and KA Cabin Crew, for issues relating to crew rosters and crewing operations, and to recommend appropriate follow-up actions, if applicable.
* Supporting reassignment of duties to CX and KA Cockpit and Cabin Crew rosters in accordance with legal requirements and Company policies.
* Overseeing hotel accommodation and allowances in company approved hotel for based crew members operating into Hong Kong.
* Overseeing the processing of mutual exchange of duties for CX and KA Cabin Crew in accordance with legal requirements and Company policies on a timely manner.
* Ensuring effective operations of the Crew Resources Desk while meeting deadlines, cost targets and responding to change when necessary.
* Analyzing problem areas and implementing efficient working procedures to improve the overall effectiveness of the Crew Resources Desk functions.
* Implementing performance measures and ensuring these are communicated to the Crew Resources Desk team members. Monitoring these measures and using the “Plan-Do-Review” process to work with team members to improve team performance.
* Developing the team and the individual members through suitable training plans, teamwork and coaching.
* Undertaking specific projects as directed by Rostering Manager.
* Maintaining technical knowledge required.
* Representing the section in meetings as directed by Rostering Manager.
* Maintaining good working relationships with respective sections in CX and KA FOP and ISD departments and keeping well informed of all matters of potential interests to the Crew Resources Desk.
Requirements:
* Tertiary education.
* Knowledge of AFTLs, Conditions of Service, Rostering Practices and Crew Training requirement is a pre-requisite.
* Able to work independently and decisively under pressure and within a team.
* Good understanding of flight schedules and able to analyze potential issues on rosters
* Good command of both spoken and written English.
* Good communications and leadership skills
* Proficient in MS Office applications
* Strong negotiation and communication skills with logical mindset
* Good command of both spoken and written English
* Previous customer service experience is an advantage
* Good understanding of core ICM functions including leave planning and scheduling
* Minimum of 5 year’s supervisory experience
Competencies:
* Analysis and Problem Solving
* Customer Focus
* Teamwork
* Accountability
* Organizational Understanding
* Communication
* Planning and Organizing
Application Deadline: 22 January 2018
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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