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. Join us and discover just how far you can go!

An exciting opportunity has become available for an seasoned Senior Airport Operations Manager to join Cathay Pacific in Sydney. The role will see you leading and managing the overall airport operations to run smoothly.

You will be responsible for delivering the best possible operation and airport service experience, whilst ensuring our customers always feel special and valued at all times, regardless of circumstance. You will 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.

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
• Partner with 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

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

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
• Actively seek opportunities to apply new technologies in the customer experience flow
• Drive airport lounge experience to the highest level with a customer centric approach

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
• Plan for and manage exercises, reviews, and update all contingency plans and manual backup procedures at least once per annum
• 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
• Build a strong and motivated team, ensure the right organisational structure and the right people are in place to foster positive team spirit and facilitate teamwork
• Supervise and mentor direct reports, encouraging effective collaboration
• Develop employees with high potential and identify learning opportunities to ensure appropriate training and development programmes are in place to suit both self-handled and 3rd party ports as appropriate

Supplier Management

• Actively manage supplier performance levels as per contract and service level agreements
• Ensure sub-contracting as per contract and engage the relevant parties when information and changes occur
• Set clear direction and expectations to suppliers as per corporate requirements

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 framework

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

Why work for Cathay Pacific?

• Be part of the Cathay Pacific family and join a dynamic team culture working for one of the world’s Top 10 Global Airlines.
• Make the most of your leave and take advantage of travel industry discounts including flights, hotels, tours and car hire.
• Enjoy Health benefits with 50 off private health insurance premiums (company-paid)
• Fly high with career development opportunities to diversify your skills and experience within the Cathay Pacific family.