Hub Operations Lead: OTP, Safety & Customer Service

Cathay Pacific Group; Hong Kong; On-site; HKD 391,000 - 614,000; Full time

Job summary

Cathay Pacific Group is seeking an experienced Ground Operations professional to monitor HKIA hub operations and ensure service excellence for transferring passengers and baggage. You will lead safety-compliant ground handling and coordinate with HAS and HKCAD while maintaining strong relationships with internal teams and authorities.

The role requires 5+ years in airline ground operations and customer service, with fluent English and Chinese, and willingness to work shifts including overnights.

Qualifications

• Polished communication skills in English and Chinese (Cantonese & Putonghua).
• Strong leadership and people management capabilities with supervisory experience.
• Excellent customer service mindset with ability to handle shift duties including overnight shifts.
• Demonstrated problem solving, decision making and organizing skills.
• Safety-sensitive role requiring pre-employment drug testing.

Responsibilities

• Ensure aircraft handling meets Cathay Pacific and HKCAD safety/security standards.
• Meet On-Time-Performance targets for departures at HKIA.
• Coordinate day-to-day operations to provide a hassle-free transfer experience and hub connectivity.
• Monitor service providers and liaise with internal/external teams and government authorities.
• Report and respond to Emergency and Accident matters and liaise with Airport Emergency Centre.

Skills

Communication

English & Chinese

Leadership

Problem solving

Customer service

Overnight shifts

Safety compliance

Education

Post-secondary qualifications

Job description

Cathay Pacific Group is seeking an experienced Ground Operations professional to monitor HKIA hub operations and ensure service excellence for transferring passengers and baggage. You will lead safety-compliant ground handling and coordinate with HAS and HKCAD while maintaining strong relationships with internal teams and authorities.

The role requires 5+ years in airline ground operations and customer service, with fluent English and Chinese, and willingness to work shifts including overnights.