Senior Airport Lead

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!

Role Introduction

The Senior Airport Lead coordinates assigned day-to-day operational activities at the airport. The role supports the Airport Manager / Duty Airport Manager by guiding frontline colleagues, ground handlers and other partners during assigned operational activities to help deliver smooth and efficient operations in full compliance with established safety and security standards. The role also supports the delivery of the best possible airport experience, helping ensure every customer feels valued, recognised and cared for.

Key Responsibilities

Safety

• Support the execution of corporate safety, security and quality policies during assigned turnaround activities, observing compliance with applicable regulatory requirements and quality standards and escalating risks or issues for the station, employees and suppliers as required.
• Support local airport management in identifying and mitigating personal, safety, and security risks for employees and suppliers by actively promoting and advancing a zero‑tolerance safety and security culture.
• Support timely risk escalation in accordance with established processes, including to the Functional Duty Holder (GM ASD) where required by airport management.

Operational Excellence

• Coordinate assigned turnaround activities and guide Ground Handling Agent teams during the operation. Support the implementation of innovative ideas.
• Conduct flight briefings to support safe and effective day‑to‑day operations.
• Assist in observing operational delivery and productivity outcomes against established standards and targets, escalating issues or trends to airport management as appropriate.
• Support regular Quality Control checks on station performance.
• Undertake any other reasonable tasks as required.

Customer Excellence

• Support frontline colleagues and ground handling agents in delivering excellent customer service, and share latest product knowledge updates as required.
• Support the use of new technologies in the provision of customer service.
• Provide recognition and personalised service to high‑value customers.

Team (including suppliers)

• Role-model expected behaviours and engage with frontline colleagues to support a collaborative work environment.
• Assist with operational onboarding activities for new hires and supplier staff, and escalate observations related to probation progress to the Airport Manager / Duty Airport Manager as required.
• Observe day-to-day operational delivery, provide informal on-the-job coaching and operational feedback, and escalate improvement opportunities to airport management.
• Support day-to-day monitoring of agreed supplier action plans, report progress and maintain accurate operational records for management review.

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Requirements

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Crisis Management

• Familiar with all contingency plans and manual fallback procedures to meet the required standards
• Coordinate the immediate operational response to flight disruptions and irregularities and provide timely support to airport management as required.
• Ensure customers are well cared for, kept informed, and offered choices wherever possible through the effective use of disruption management tools.
• Emergency and Accident and Crisis Response responsibilities as required.

Others

• Observe daily operational productivity and support station administration duties as needed, escalating resourcing or deployment concerns to airport management.
• Support the Airport Manager in engaging and working effectively with external stakeholders—including authorities, suppliers, service providers, oneworld partners, and other airlines—in the best interests of the Company.

Qualifications/ Experience/ Skills/ Knowledge

Academic qualifications

• Academic qualification relevant to the role is preferred
• Diploma in operations management is desirable

Knowledge, skills, training and experience

• Strong command of written and spoken English is mandatory with the local language being an advantage
• At least 3 years solid Customer Service experience, and in airlines or airport services
• Ability to work independently with good decision-making skills
• Self-motivated and committed who enjoys teamwork
• Very strong customer service mentality with strong interpersonal skills
• Sound technical knowledge and capability (multi-skilled) to perform each airport job function (requirement to pass all training arranged by ASD)
• Thorough understanding of Company policies and international regulatory procedures and all required local regulatory matters
• Ability to handle different operational modes such as normal operations, disruption, Emergency & Accident and contingency situations
• Adapts to and embraces constant change

Benefits

Be part of the Cathay Pacific family and join a dynamic team culture working for one of the world’s Top Global Airlines.
Make the most of your leave and take advantage of travel industry discounts including airfares, hotels, tours and car hire.
Fly high with career development opportunities to diversify your skills and experience within the Cathay Pacific family.

Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.