At Cathay Pacific, we share one common aspiration: to be the world's best airline. We believe in looking for the best in our people, in working as a team, in doing the right thing by our shareholders and our communities.
With a global team, we offer a diverse range of career choices and opportunities - in the air, on the ground; in customer service, in the office; managerial or professional roles. Our team of great people each plays a key role to deliver the quality service that we are famous for.
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Reports to: Learning Manager - Customer Experience, Inflight
This person is responsible for managing the daily and ad hoc operation of operational related programmes. They oversee the LMS operation, admin and reporting for CEI. Be responsible for the performance of a training delivery team to ensure high quality training is delivered. They will manage a delivery team and be responsible for the performance and development of the course trainers. They will oversee the daily operations of the courses including ensuring compliance to policies, procedures and processes. This role has a training delivery responsibility of approximately 10-20%.
Responsibilities
- Be responsible for the daily operation of operational and course design for programmes related to ISD
- Oversee the operation and admin of LMS to support the overall CEI digital learning strategy & meeting audit requirements
- On- going review and maintenance of existing training materials and facilities to ensure relevancy and appropriateness
- Work with internal teams and departments and external for ongoing policy updates and identify learning needs
- Manage performance of the training delivery team through regular in-class observations, ongoing feedback, development support and annual appraisals
- Deliver Train-the Trainer programmes when required
- Manage and assign LSE daily duties
- Deputize Learning Manager - CEI when required
- Be a part of the training delivery team to deliver training (10%-20%)
Requirements
- Facilitation and training delivery skills
- In-depth subject matter knowledge
- Role model of customer service and operational excellence
- Flexible and adaptable
- Good organisation and planning skills
- Great team lead and ability to manage a team of trainers
- Must embrace learning technology and be a passionate learner
- Experience in customer service, hospitality and/or as a cabin crew an advantage
- Tertiary education
- Good understanding of cabin crew culture and learning style
- Previous experience in cabin crew training is an advantage
- At least 5 years work experience in airline industry
- Minimum 3 years training experience
Benefits
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