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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Company Description
Let your passion fly! We’re proud to be one of the world’s leading airlines. Our reputation is built on a long track record of success, an ongoing commitment to our home Hong Kong, and on the delivery of customer service that’s straight from the heart. All of this is possible due to our talented people who share our passion for aviation and our commitment to being the best. Our global family can open up a world of opportunities for you. This means that your first role at Cathay Pacific won’t be your last. It could take you anywhere.
Join us and discover just how far you can go!
Location: Mumbai, India
Role Introduction
To support the Regional Cargo Services Manager in executing various regional cargo services and delivery strategies and initiatives including supplier management, as well as audits and analysis of regional service performance and supporting the execution of services for specialised products.
Responsibilities
- Port Level
Assist to develop and implement the cargo servicing plan and monitor accordingly which includes the supervision of customer service, the operation of handling agents, reporting performance and status both qualitatively and quantitatively
Support management to drive operational excellence with contracted vendors by managing key performance indicators and service levels
Help to ensure compliance and conformance to safety and security standards, established regulatory, corporate and departmental policies and procedures and requirements
Support the execution of the cargo sales and cargo service delivery strategy as established by Head Office and Regional Management
Liaise closely with all port, regional and corporate stakeholders to ensure strong communication is maintained and focus areas are aligned
Support in the identification of future service and manpower needs, standardise and implement procedures, recommend and conduct training of cargo team members and suppliers
Assist the Area Cargo Manager and the District Cargo Manager to communicate with agents to maintain and increase customer base and revenue
Ensure that new cargo accounts receive assistance and coordination of cargo movements
Help to implement operations plans to optimise bookings for space and weight utilisation with cargo sales and service agents, the handling agents and key customers
Refine local service and standards to streamline cargo procedures to support core and specialised products
Maintain Standard Operating Procedures and training records for the port and suppliers
Assist with major forwarders by recommending sales and servicing plans
Liaise with various airport authorities, local and government agencies as required
Assist management with local Emergency and Accident activities as and when required
Coordinate regular meetings with service vendors to review performances and update new policies
Participate in meetings with internal and external departments and entities as required
Serve as the local representative for all contracted vendors and regulatory bodies as requested
Assist the Regional Cargo Services Manager to review the port performance and help to establish an action plan to drive improvement
Act as a trainer for cargo services as required
Process claims and administrative tasks
Participate in audits including pre-assessments for new port or a changeover of Ground Handling Agent
Be conversant with acceptance and loading procedures for special shipments, such as animal, turbine engine, oversized and heavy goods etc.
- Regional Level
Complete the monthly port visit and assessment of port and supplier performance report
Work with the Regional Cargo Services Manager to analyse and generate regional reports related to supplier performance and service trends
Help to drive improvement to meet or exceed set service targets
Support the Regional Cargo Services Manager to drive port performance and raise service awareness
Identify potential risks related to service levels and non-conformance and compliance matters
Actively support investigations into safety and service irregularities and incidents
Serve as a regional product specialist
Support individual clustered ports with operational needs as directed by the Regional Cargo Services Manager
Maintain good communication with the regional cargo management team related to port visits, service items and regional services
Provide training support to the Learning Academy and People Manager
Any other reasonable task as requested
- Emergency and Accident
Emergency and Accident and Crisis Response as required
Requirements
- Academic qualifications
Graduation in any field is a minimum
Diploma / Certification in a relevant business field would be an advantage
- Knowledge, skills, training and experience
Minimum 2-3 years’ experience in cargo operations, sales and customer service role
In-depth communication, management and demonstrated leadership ability
Good decision making and planning skills
Excellent communication skills
Ability to work independently
Attentive to detail
Ability to multi-task
Benefits
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