Duty Airport Operations Manager

ASD - Airport Services Delivery
- Sydney, Australia
- Cathay Pacific
- Application Deadline
28 Oct 2024

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. Join us and discover just how far you can go

Role Introduction

We are seeking an energetic Duty Airport Operations Manager for our Sydney Airport team. This is a permanent full-time role.

The Duty Airport Operations Manager is responsible for overseeing and ensuring airport operations run smoothly during the operational shift whilst complying with all safety, security and quality standards. We want to ensure our airport service experience consistently makes a positive difference to our passengers.

Key Responsibilities

**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
- 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
- Act as the Airline's Operational Duty Holder (ODH) delegate of the airport adhering to the risk escalation process to the Functional Duty Holder (GM ASD)

**Operational Excellence**
- Act as the escalation point for the our team and Ground Handling Agent
- Continuously drive improvement in operational performance, effectiveness and productivity
- Ensure and conduct regular Quality Control checks on station performance, including provision of service by suppliers

**Outstanding Product and Services**
- Uphold and effectively utilise products and services to provide the highest possible quality of experience for our customers across all touch points
- Support and ensure 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
- Ensure people and team (including suppliers) are up-to-date with the latest product knowledge Proactively support the use of new technologies in customer services

**Crisis Management capability and preparedness**
- Support the internal team and suppliers to have the capabilities for effectively handling Emergency and Accident (E&A), Irregular Operations (IROPS), and other foreseeable airport contingencies
- Help to facilitate exercises, reviews, and provide assistance in developing contingency plans and manual fall-back procedures so that they are up-to-date and meet the required standards
- Proactively prevent and manage flight disruptions and irregularities
- Ensure customers are cared for, informed and given choice where possible through the use of disruption management tools

**People and team**
- Build a strong and motivated team, ensure 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
- Maintain active and ongoing dialogue in relation to employee goals and performance
- Actively engage with employees to enhance communication and their understanding of department goals
- Demonstrate leadership and lead by example in accordance with Cathay Pacific's core values

**Supplier Management**
- Monitor and conduct regular (at least monthly) performance review meetings with suppliers
- Implement action plans in an efficient manner and keep track of progress with documented records

**Cost efficiency and productivity**
- Manage daily productivity and flexibility in resource deployment and be involved with rostering as required
- Drive down costs and seek new revenue opportunities
- Support and carry out station administration duties, including rostering as required

**E&A**
- Emergency and Accident and Crisis Response responsibilities as required

**Requirements**:

- A Diploma qualification in an Airport or service-related discipline is a minimum
- A Bachelor's degree in an aligned field is desirable3 years' airport operational / customer handling experience
- Strong communication skills and interpersonal skills
- Capability to adapt and make effective decisions during airport operations such as disruptions
- 3 years' airport operational / customer handling experience
- At least one years' recent experience in a supervisory / management capacity with demonstrable ability to e