Airport Lead（Hangzhou)
Role Introduction:
1、To supervise and support the daily assigned team member functions to ensure overall operations run smoothly and efficiently during the operational shift whilst conforming to established safety and security standards.
2、To deliver the best possible operation and airport service experience to ensure our customers always feel special, valued and recognized regardless of circumstance.
Key Responsibilities
1、Safety ***, Quality Always
1）Execute corporate safety, security and quality policies to ensure the station, employees and suppliers are fully compliant with all regulatory requirements and quality standards
2）Achieve absolute operational integrity with zero safety defects and security infringements
3）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
2、Operational Excellence
1）Supervise and support Ground Handling Agent teams dedicated to Cathay flight operations to achieve operational excellence of being on time and error free
2）Assist to implement innovative ideas and strive to do things differently and better in all aspects of airport operations
3）Assist in ensuring and maintaining operational and productivity performance conformance to standards
4）Support airport management to conduct regular Quality Control checks on station performance including provision of service by suppliers as required
5）Conduct flight briefings as required
6）Willing to take up extra responsibilities (e.g. projects) and work shift duties
7）Undertake any other reasonable task as required
3、Outstanding Product and Services
1）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 experience for our customers across all touch points
2）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
3）Support the use of new technologies in the provision of customer service
4）Give recognition to our highest-value customers (front-end and elite Marco Polo members)
4、Crisis Management capability and preparedness
1）Familiarity with all contingency plans and manual fall-back procedures to meet the required standards
2）Effectively manage flight disruptions and irregularities and support airport management as required
3）Ensure our customers are cared for, informed and given choice where possible through the use of disruption management tools
5、People and team
1）Motivate the frontline team (suppliers included) to enable supportive and collaborative teamwork
2）Support the on-boarding process and probation of new hires (suppliers included) as required
3）Support and encourage the team (suppliers included) to learn and develop through role modelling, mentoring or on-the-job coaching
4）Support the team to adopt new challenges and changes
5）Monitor day-to-day team and/or individual team member performance (suppliers included) and raise suggestions for improvement
6、Supplier Management
1）Assist in monitoring and conducting regular performance review meetings with suppliers
2）Support the Airport Operations Manager to implement any action plan efficiently and keep track of progress with documented records
7、Cost efficiency and productivity
1）Monitor team daily productivity and flexibility in resource deployment
2）Support the Airport Operations Manager to drive down costs in daily operation
3）Support station administration duties
8、Represent Cathay interests in the Airport Community
1）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
2）Ensure competition compliance involvement in airport-related industry affairs (i.e. AOC)
3）Protect the Company’s reputation
9、E&A
Emergency and Accident and Crisis Response responsibilities as required
Qualifications / Experience
1、Academic qualifications
1）College degree or above
2）Good command of written and spoken English is mandatory with the local language being an advantage
2、Knowledge, skills, training and experience
1）1-2 years solid Customer Service experience, preferably in airlines or airport services
2）Ability to work independently with good decision-making skills
3）Self-motivated and committed leader who enjoys teamwork
4）Strong customer service mentality with strong interpersonal skills
5）Good technical knowledge and capability (multi-skilled) to perform each airport job function (requirement to pass all training arranged by ASD)
6）Good understanding of Company policies and international regulatory procedures and all required local regulatory matters
7）Ability to handle different operational modes such as normal operations, disruption, Emergency & Accident and contingency situations
8）Adapts to and embraces constant change
声明：
1、国泰航空为每位应聘者提供平等应聘的机会。应聘者提供的个人数据将严格按照政策使用，并仅用于招聘目的。
2、如八周内未收到进一步安排可视为应聘不成功。所有相关信息将被存档至多二十四个月。如有需求可联系我们的数据保护人员提供个人信息收集声明的副本。
注意:
1、所有中国大陆职位的劳动合同遵循当地条款。
2、应聘者须持有中国身份证。
3、一旦确认录用，将安排与当地 FASCO或 FESCO签订劳动合同，及由其负责档案保管
其他信息