Customer Care Operations Manager

Cathay Pacific Group; Bagaluru; Sur place; INR 2 400 000 - 3 600 000; Plein temps

Avantages offerts par ce poste

Travel privileges

Well‑being programs

Paid leave

Uniform allowance

Résumé du poste

Cathay Pacific Group is seeking a senior leader to head Customer Contact operations in India, overseeing a 100–150‑strong team and translating global CX strategy into daily practice. You will drive staffing, cost efficiency, risk management, and people development while ensuring excellent customer outcomes.

The ideal candidate brings 10–12 years in leadership within contact centres or service delivery, strong Lean Six Sigma and vendor management experience, and exceptional English communication.

Qualifications

• Graduation in any discipline.
• 10–12 years of contact centre or service delivery leadership experience.
• Experience in Lean Six Sigma, risk management, and vendor management.
• Strong people management and communication skills.
• Strategic agility with influencing skills.
• Rigorous analytical and problem‑solving capability.
• Collaborative, change‑driven leadership with self‑motivation.
• Excellent written and spoken English.
• Proficiency in MS Office and PowerPoint.
• Willingness to undertake international travel to Customer Contact Division sites.
• Legal right to live and work in India.

Responsabilités

• Implement Cathay’s global customer contact strategy while maintaining an external industry perspective to sustain competitive advantage.
• Lead and manage a customer contact operation of approximately 100–150 employees, driving engagement and execution of Cathay’s people strategy.
• Deliver customer excellence by executing globally designed customer experience strategies across front office, middle office, and high‑value member servicing.
• Monitor and optimise staffing, productivity, cost, and operational performance across the hub.
• Drive revenue performance through the customer contact channel in line with the annual operating plan.
• Manage operational, resilience, and fraud risks within defined risk appetite, developing mitigation plans as required.
• Execute functional, technical, and leadership development roadmaps in partnership with Cathay Academy with strong coaching routines.
• Lead and support change and transformation initiatives, ensuring readiness and adoption across teams.
• Build, develop, and performance‑manage leaders and direct reports through structured goal setting and reviews.
• Establish and maintain a robust operating rhythm and performance governance framework for continuous improvement.

Connaissances

Leadership

Lean Six Sigma

Risk management

Vendor management

People management

Communication

Strategic agility

Analytical

Change leadership

English proficiency

Microsoft Office

PowerPoint

International travel

Formation

Graduation

Outils

Microsoft Office

PowerPoint

Description du poste

Company Description

Cathay is a premium travel lifestyle brand based in Hong Kong, bringing people closer to the places, experiences and opportunities that matter to them. Our purpose — to move people forward in life — begins with our own people. Across our airlines, cargo and lifestyle businesses, it is our people who turn journeys into experiences and ambition into progress. Joining Cathay means being part of a global and inclusive community, driven by thoughtful care, progressive attitude and a can‑do spirit — and supported to grow through a meaningful career that moves with you. If you are seeking an opportunity to take flight, let your ambitions propel you higher and further. Make Your Career Move, together with Cathay.

Role Introduction

Lead the day‑to‑day performance and future direction of Cathay’s Customer Contact operations during a period of significant transformation. This role sits at the heart of Cathay’s ambition to become one of the world’s greatest service brands, with accountability for large‑scale operations, customer outcomes, and people engagement. You will oversee a customer contact organisation of approximately 100–150 full‑time employees, translating global customer contact strategy into operational reality. The work spans customer experience, productivity, cost optimization, sales performance, risk management, and people development, while maintaining a strong external outlook on contact centre best practice. Beyond operational delivery, the role shapes the culture and capability of the hub. By developing leaders, strengthening coaching practices, and driving change readiness, this position plays a critical role in delivering consistent, high‑quality experiences for customers while moving people forward in their careers at Cathay.

Key Responsibilities

• Implement Cathay’s global customer contact strategy while maintaining an external industry perspective to sustain competitive advantage.
• Lead and manage a customer contact operation of approximately 100–150 employees, driving engagement and execution of Cathay’s people strategy.
• Deliver customer excellence by executing globally designed customer experience strategies across front office, middle office, and high‑value member servicing.
• Monitor and optimise staffing, productivity, cost, and operational performance across the hub.
• Drive revenue performance through the customer contact channel in line with the agreed annual operating plan.
• Manage operational, resilience, and fraud risks within defined risk appetite, developing mitigation plans as required.
• Execute functional, technical, and leadership development roadmaps in partnership with Cathay Academy, embedding strong coaching and operating rhythms.
• Lead and support change and transformation initiatives, ensuring readiness and adoption across teams.
• Build, develop, and performance‑manage leaders and direct reports through structured goal setting, reviews, and development planning.
• Establish and maintain a robust operating rhythm and performance governance framework, using leading and lagging indicators to track outcomes, drive accountability, and support continuous improvement across the operation.

Requirements

• Graduation in any discipline.
• Tertiary education with a minimum of 10–12 years of contact centre or service delivery experience in a leadership role.
• Demonstrated experience in Lean Six Sigma, risk management, and vendor management.
• Strong people management capability with excellent communication and interpersonal skills.
• Proven strategic agility with strong influencing skills.
• Rigorous analytical and problem‑solving capability.
• A collaborative, change‑driven leadership approach with confidence and self‑motivation.
• Excellent command of written and spoken English.
• Proficiency in Microsoft Office and PowerPoint.
• Willingness to undertake international travel to Customer Contact Division sites.
• Candidates must have the legal right to live and work in India.

Benefits

https://careers.cathaypacific.com/who-we-are/why-work-here

• Travel Privileges on Cathay Pacific Airways Global Network
• Extensive well‑being programs including health and employee assistance program benefits to help you stay well.
• Paid Leave
• If this position requires a uniform, a uniform allowance will be provided.

Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer. We thank all candidates for your interest in Cathay, and regret that only shortlisted candidates will be notified. Candidates not notified within eight weeks may consider their application unsuccessful. All job opportunities are published exclusively on our official website. We advise applicants not to apply through or respond to any third‑party websites or domains. Kindly exercise caution and avoid unsolicited offers from unofficial sources.