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Manager On Duty

Manager on Duty

Reports toAirport Services Manager

Indirectly reports toRegional General Manager - SAMEA

Responsible for (positionsNone

Location/CountryKathmandu – Nepal

Employment ConditionFull Time

Terms of Reference forCathay Pacific

Job LevelB

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.

Competencies

* Analysis and Problem Solving

* Customer Focus

* Interpersonal Effectiveness

* Leading and Engaging Teams

* Continuous Improvement and Innovation

* Developing and Recognising Others

* Key responsibilities and tasks

Safety First, Quality Always

* 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

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

* 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)

* 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

* Manage the team (GSA & GHA) to achieve operational excellence, being on time and error free

* 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

* Continuously drive improvement in operational performance, effectiveness and productivity

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

* Conduct thorough flight briefing to the team if required

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

* Any other reasonable task as requested

Outstanding Product and Services

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

* 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

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

* Proactively support the use of new technologies in the customer services

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

* 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

* 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

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

* Proactively prevent and manage flight disruption and irregularity

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

Staff Development and Performance Management

* Lead, support and encourage the team to achieve success

* 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

* Supervise, train and mentor the team to encourage effective collaboration

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

* Maintain active and ongoing dialogue in relation to employee goals and performance

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

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

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

Supplier Management

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

* 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

* Manage daily productivity and flexibility in resource deployment

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

* Support and carry out station administration duties, including rostering

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

* Assess reports such as the port performance report and suggest areas of improvement to meet and exceed standards set

Represent CX/KA interests in the Airport Community

* 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

* Ensure competition compliance involvement in airport-related industry affairs

* Protect and advance the Company’s reputation

Qualifications / Experience

Academic qualifications and other requirements

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

Candidates must have legal rights to live and work in Nepal

Knowledge, skills, training and experience

Fluency in verbal and written English

3 - 5 years airport operational / customer handling experience

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

Superior independent working capabilities with strong decision-making skills

Self-motivated and committed leader who enjoys teamwork

Strong customer service mentality with superior interpersonal skills

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

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

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

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

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

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

I would like to apply for the post of Manager On Duty bases at your esteemed organisation. I have attached my CV.

CV:

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