Role Introduction
Reports to: Global Airports Manager - Management and Support
The role is responsible for the overall performance management of airports and head office reinforcements within regional remit. He/she will monitor customer experience metrics, on-time performance (OTP), operational and safety metrics, resources, GHA management and budget.
You are required to analyse the performances and needs in Global Airports for identifying insightful actions and strive for continuous process improvement and digital development.
As an Assistant Manager Global Airports Management and Support, you should have strong analytical skills, project management, process reengineering skills, and above all are a catalyst for change with strong communication and influencing skills.
Key Responsibilities
Account Management and Outport Engagement
- Maintain a close working relationship with Regional Head of Airports (RHoA) in managing outport airports and enhance performance culture.
- Manage a healthy relationship with outport airport management teams; ASD regional account manager for outport airports, as the prime contact point in ASD head office on any airport management issues
- Monitor all customer and operational performance metrics and work with RHoA, Senior/Airport Operations Manager (S/AOM) on improvement plans; work with RHoA and S/AOMs to ensure productivity improvements, manpower management and GHA performance
- Work with the Subject Matter Expert (SME) and other key stakeholders in head office including other departments and outport to ensure the action plan in place are effective in improving outport performance; share innovative ideas or best practices to assist the management of outports to improve performance
- Collate feedback on head office policies and products implementations to ensure operational reliability; organise and conduct regional airport meetings, regular conference calls and visits to outport to ensure adequate engagements to outport airport teams from head office
Manpower planning & recruitment
- Oversee and support manpower and resource planning at ports within remit; represent ASD in the outport airport recruitment selection process for frontline leaders; work with the Cathay Academy (CXA) to ensure required leadership training is scoped, planned and delivered
Performance Management & Process Improvement
- Maintain management manuals with the latest airport customer service standards; develop and manage computerised airport performance monitoring and analytical tool(s), including ensuring the accuracy of the data/database from various business units and providing insightful dashboards for performance improvement and strategic planning
- Propose and facilitate the capture of new data over the business processes in Global Airports; promote self-service analytics in the Global airport communities.
- Identify process improvement opportunities and lead various digital and re-engineering projects to enhance operational efficiencies (e.g. OTD Global); partner with PPL Internal Communications & Engagement to drive engagement, reward and recognition (e.g. The Hub, The Niki & Betsy Awards)
- Deputise Global Airports Manager - Management and Support
Requirements
- University graduate or specialised training or equivalent
- Minimum 2 years in a position to acquire both in-depth and broad levels of managerial or supervisory skills
- Good experience in airport operations is a must; fluent spoken and written English and Mandarin; good understanding of airport operation knowledge
- Strong analytical, numerical, and project management skills with competency in interpreting data into management information
- Excellent communication and interpersonal skills with experience of working in a multi-cultural environment
- Ability to travel overseas extensively when required; computer literacy e.g. Word, Excel, PowerPoint, database management
- Strong working knowledge or experience of outport airport operations; good interpersonal and relationship management skills
- Good problem solving and analytical skills; clear expression and presentation in communication and a strong influencer
- Capable of making timely decision; experience in working in a multi-cultural environment
- Strong in managing analytical tools (e.g. Qlikview, Qlik sense); process re-engineering / mapping skills
Personal & Application Information
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.