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Manager On Duty

Reports toAirport Services Manager

Indirectly reports toRegional General Manager - SAMEA

Responsible for (positionsCustomer Services Officer x 3

Affects safety and/or security accountability Yes

Purpose

Oversee and ensure daily airport operations run smoothly and efficiently whilst complying with established safety, security and quality standards.

Deliver the best possible operation and airport service experience to ensure our customers always feel special, valued and recognised regardless of circumstance.

Deputise as the Airport Services Manager as required.

Key Responsibilities and Tasks

Safety First, Quality Always

01. Rigorously execute corporate safety, security and quality policies to ensure the station, the staff and suppliers fully comply with established quality standards and regulatory requirements

02. Achieve absolute operational integrity, with zero safety defects and security infringements

03. Support the 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)

04. Deputise as the airline’s Operational Duty Holder (ODH) of the airport, adhere to the risk escalation process to the Functional Duty Holder (FDH)

Operational Excellence

01. Manage the team to achieve operational excellence, being on time and error free

02. Support the Airport Services Manager to implement innovative ideas and proactively strive to do things differently and better in all aspects of our business and operations

03. Continuously drive improvement in operational performance, effectiveness and productivity

04. Ensure and conduct regular Quality Control checks on station performance, including provision of service by suppliers

05. Conduct thorough flight briefing to the team if required

06. Willing to take up extra responsibilities (e.g. projects) and work shift duties

07. Any other reasonable task as requested

Outstanding Product and Services

01. Uphold and effectively utilise products and services to provide the highest possible quality of experience for our customers across all touch points

02. 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

03. Ensure people and team are up-to-date with the latest product knowledge

04. Proactively support the use of new technologies in the customer services

05. Ensure the airport lounge is run with the highest level of service standards and is customer centric

06. Confer recognition on, and earn the loyalty and emotional attachment of, our highest-value customers (front-end and elite MPO)

Crisis Management Capability and Preparedness

01. 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

02. Facilitate exercises, reviews, and update all contingency plans and manual fall-back procedures to meet the required standards and requirements

03. Proactively prevent and manage flight disruption and irregularity

04. Ensure customers are cared for, informed and giving choice where possible through the use of disruption management tools

Staff Development and Performance Management

01. Lead, support and encourage own team to achieve success

02. Build a strong and motivated team, ensure the right organisational structure and the right people are in place to foster positive team spirit and facilitate teamwork

03. Supervise and mentor direct reports, encouraging effective collaboration

04. Develop employees with high potential and identify learning opportunities to ensure appropriate training and development

05. Maintain active and ongoing dialogue in relation to employee goals and performance

06. Actively engage with employees to enhance communication and their understanding of department goals

07. Demonstrate leadership and lead by example in accordance with Cathay Pacific’s core values

08. Enhance the employee experience in line with the role level and Cathay Pacific’s internal brand promise of Life Well Travelled

Supplier Management

01. Assist in monitoring and conducting regular (at least monthly) performance review meetings with suppliers

02. Support the Airport Services Manager to implement any action plan in an efficient manner and keep track of progress with documentation

Cost Efficiency and Productivity

01. Manage daily productivity and flexibility in resource deployment

02. Support the Airport Services Manager to drive down costs and seek new revenue opportunities

03. Support and carry out station administration duties, including rostering

04. As a local functional representative, respond and co-ordinate on appointed subject matters

Represent CX/KA interests in the Airport Community

01. Support the Airport Services Manager to develop external airport relationships in the best interests of CX/KA – authorities, suppliers and service providers, oneworld partners, and other airlines

02. Ensure competition compliance involvement in airport-related industry affairs

03. Protect and advance the Company’s reputation

Qualifications / Experience

Academic qualifications and other requirements

01. Bachelor’s degree in any field with experience in airline is desirable

02. Candidates must have legal rights to live and work in India

Knowledge, skills, training and experience

01. Fluency in verbal and written English

02. 3 - 5 years airport operational / customer handling experience

03. 1 - 3 years’ experience in a supervisory / management capacity

04. Superior independent working capabilities with strong decision-making skills

05. Self-motivated and committed leader who enjoys teamwork

06. Strong customer service mentality with superior interpersonal skills

07. Full technical knowledge and capability (multi-skilled) to perform each airport job function.

08. Thorough understanding of company policies and procedures and required local and international regulatory procedures

09. Broad understanding of the mode of operation of the Company, oneworld partner carriers and other airlines

10. Understand all international regulatory safety, industry and operational requirements and trends

11. Ability to establish an appropriate plan and course of action for self and team to accomplish goal; manage and use time effectively, set and meet deadlines and establish the desired outcome within the given time

12. Ability to handle and react effectively and spontaneously to the different operational modes such as normal operations, disruption, Emergency and Accident and contingency situations

Please refer to IntraCX for details of our Internal Vacancy Policy and Compensation Management Policy.

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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