Senior Airport Lead

Cathay Pacific Airways, represented in Kazakhstan by its official General Sales Agent, APG Central Asia, is seeking qualified candidates to join its team in Almaty.

Responsibilities:

Safety First, Quality Always

• At least 3 years solid Customer Service experience, preferably in airlines or airport services
• Rigorously execute corporate safety, security and quality policies to ensure the station, employees and suppliers are fully compliant with all regulatory requirements and quality standards
• Achieve absolute operational integrity with zero safety defects and security infringements
• Support local airport management to identify and mitigate personal, safety and security risks in the workplace for employees (suppliers included) by promoting and developing a culture of zero tolerance on safety and security incidents
• Deputise as the Airline’s Operational Duty Holder (ODH) of the airport adhering to the risk escalation process to the Functional Duty Holder (GM ASD)

Operational Excellence

• Manage and oversee Ground Handling Agent teams dedicated to Cathay flight operations to achieve operational excellence of being on time and error free
• Help to implement innovative ideas and strive to do things differently and better in all aspects of airport operations
• Assist in ensuring and maintaining operational and productivity performance conformance to standards
• Support airport management to conduct regular Quality Control checks on station performance including provision of service by suppliers as required
• Conduct flight briefings as required
• 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 people and team are up-to-date with the latest product knowledge and support the team to effectively utilise products and services to provide the highest possible quality of for our customers across all touch points
• Support 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
• Support the use of new technologies in the provision of customer service
• Give recognition to our highest-value customers (front-end and elite Marco polo members)

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 and support airport management as required
• 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 performance review meetings with suppliers
• Support the Airport Operations 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 the Airport Operations Manager to drive down costs in daily operation
• Support station administration duties

Represent Cathay interests in the Airport Community

• Support the Airport Operations Manager to work with external parties in the best interests of the Company – authorities, suppliers and service providers, Oneworld Partners, and other airlines
• Ensure competition compliance involvement in airport-related industry affairs (i.e. AOC)
• Protect the Company’s reputation

E&A

• Emergency and Accident and Crisis Response responsibilities as required

Requirements:

Academic qualifications

• Graduation in any discipline is a must
• Diploma in operations management is desirable

Knowledge, skills, training and experience

• Strong command of written and spoken English is mandatory with the local language being 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 (requirement to pass all training arranged by ASD)
• Thorough understanding of Company policies and international regulatory procedures and all required local regulatory matters
• Ability to handle different operational modes such as normal operations, disruption, Emergency & Accident and contingency situations
• Adapts to and embraces constant change

Terms:

— Work location: Almaty, Kazakhstan
— Full-time employment
— Competitive salary based on qualifications and experience
— Official employment in accordance with the Labour Code of the Republic of Kazakhstan
— Working schedule according to operational requirements
— Probation period in accordance with local labour legislation
— Opportunities for professional development within an international airline