To lead and manage the overall airport operations to run smoothly and efficiently whilst complying with the established safety, security and quality standards.

To deliver the best possible operation and airport service experience ensuring our customers always feel special and valued at all times, regardless of circumstance.

To inspire our people and suppliers to embrace change and excel in everything they do including to take every opportunity to benefit from technological advancement and to represent the Company’s best interests within the local community.

To provide managerial level support (mentorship) to specified buddy Airport Operations Managers as required

Safety First, Quality Always
-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
-Advocate a “Just Culture” and develop proactive partnerships with stakeholders in root cause investigations and analysis
-Identify and mitigate personal, safety and security risks in the airport environment for customers and in the workplace for employees (suppliers included)
-Act 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
-Lead the team to achieve error free operational excellence with particular emphasis on safety management, on time performance, baggage handling and future airport experience
-Ensure proactivity in exploring ways to excel above published standards, airport policies and procedures
-Oversee and play an integral role to ensure airport operational continuity


Outstanding Product and Service
-Inspire the entire team to live the ‘Service Straight From The Heart’ principles as an enabler to create genuine connection and memorable experiences for our customers across all points of contact


Crisis Management Capability and Preparedness
-Liaison with the Regional Business Resilience Coordinator to develop organisational, supplier and individual capabilities for effectively handling Emergency and Accident (E&A), Irregular Operations (IROPS), and other foreseeable airport contingencies
-Implement IROPS plan during significant disruptions and lead the team to mitigate further disruption to the operational plan


People Development and Performance Management
-Lead, support and encourage own team to achieve success
-Actively participate in recruitment and selection activities for the airport team
-Supervise and mentor direct reports, encouraging effective collaboration
-Demonstrate leadership and lead by example in accordance with Cathay Pacific’s core values


Supplier Management
-Actively manage supplier performance levels as per contract and service level agreements
-Set clear direction and expectations to suppliers as per corporate requirements
-Conduct regular (at least monthly) performance review meetings with the suppliers


Cost Efficiency
-Thoroughly plan and manage the station budget and airport-related costs with all key stakeholders
-Seek every opportunity to drive down costs by making them controllable
-Conduct rostering as required to cover all operational shifts
-Seek revenue opportunities by maximizing the utilization of properties e.g. Lounge
aRepresent Cathay’s interests in the airport community
-Actively engage and manage external airport relationships 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
-Act as the representative in AOC or BAR to protect the interests of the airline


Proactive Partnerships with Regional and Head Office
-Sustain effective communication with Head / Regional Office to establish mutual understanding
-Partner with Head / Regional Office departments on improvement initiatives and projects
-Develop and implement local strategy in conjunction with Head / Regional Office directives and frameworks

Academic qualifications
-A diploma qualification in a related discipline is a minimum educational standard
-Bachelors and/or Master’s degree in operations management, business administration, airport planning and management or airport operations is desirable


Knowledge, skills, training and experience
-Excellent command of written and spoken English is mandatory with the local language being an advantage
-A minimum of 5 years’ solid Customer Service leadership with a travel related background, preferably in airlines or airport services
-Up to date knowledge of all regulatory and local legal requirements relating to airport operations and passenger processing
-Command of the different management processes and their importance as they vary from normal operations to disruption or emergency situations
-Superior independent working capabilities coupled with strong decision-making skills
-Self-motivated and committed leader who enjoys team work
-Strong customer service mentality with superior interpersonal skills
-Effective use of negotiation skills
-Good analytical/numerical skills and experience of planning, reviewing and managing budgets and costs
-Ability to interpret and implement global policy to ensure local compliance
-Ability to think logically and commercially in order to present and justify ideas/findings to a wide variety of audiences that are often culturally diverse
-High personal presentation as the job-holder is expected to represent the Company at external/internal meetings
-Proven track record of supplier management in-line with Company policy to involve contract renewal, negotiation, agreeing terms of business, and senior management endorsement
-Strong computer literacy including Word, Excel and PowerPoint
-Leads, adapts to and embraces constant change