Customer Care Operations Manager

Cathay Pacific Airways Limited; Bengaluru; Sur place; INR 4 000 000 - 7 000 000; Plein temps

Avantages offerts par ce poste

Travel privileges

Well-being programs

Paid leave

Uniform allowance

Résumé du poste

Cathay Pacific Airways Limited is seeking a senior leader to steer Cathay’s Customer Contact operations through a period of significant transformation in India. You will oversee a hub of about 100–150 full‑time staff, translating global strategy into real‑world delivery and driving customer outcomes, cost optimization, and people engagement.

The role shapes culture, develops leaders, and strengthens coaching practices, ensuring high‑quality customer experiences while advancing careers within

Qualifications

• Graduation in any discipline.
• 10–12 years of contact centre or service delivery leadership experience.
• Demonstrated experience in Lean Six Sigma, risk management, and vendor management.
• Strong people management with excellent communication and interpersonal skills.
• Proven strategic agility with influencing skills.
• Rigorous analytical and problem‑solving capability.
• Collaborative, change‑driven leadership 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.

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 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.

Connaissances

Lean Six Sigma

Risk management

Vendor management

People management

Strategic agility

Analytical skills

Change leadership

English proficiency

MS Office

Travel readiness

Formation

Graduation in any discipline

Tertiary education with 10–12 years of contact centre leadership

Outils

Microsoft Office

PowerPoint

Description du poste

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

• Item 1 of 10, Implement Cathay’s global customer contact strategy while maintaining an external industry perspective to sustain competitive advantage. Implement Cathay’s global customer contact strategy while maintaining an external industry perspective to sustain competitive advantage.
• Item 2 of 10, Lead and manage a customer contact operation of approximately 100–150 employees, driving engagement and execution of Cathay’s people strategy. Lead and manage a customer contact operation of approximately 100–150 employees, driving engagement and execution of Cathay’s people strategy.
• Item 3 of 10, Deliver customer excellence by executing globally designed customer experience strategies across front office, middle office, and high‑value member servicing. Deliver customer excellence by executing globally designed customer experience strategies across front office, middle office, and high‑value member servicing.
• Item 4 of 10, Monitor and optimise staffing, productivity, cost, and operational performance across the hub. Monitor and optimise staffing, productivity, cost, and operational performance across the hub.
• Item 5 of 10, Drive revenue performance through the customer contact channel in line with the agreed annual operating plan. Drive revenue performance through the customer contact channel in line with the agreed annual operating plan.
• Item 6 of 10, Manage operational, resilience, and fraud risks within defined risk appetite, developing mitigation plans as required. Manage operational, resilience, and fraud risks within defined risk appetite, developing mitigation plans as required.
• Item 7 of 10, Execute functional, technical, and leadership development roadmaps in partnership with Cathay Academy, embedding strong coaching and operating rhythms. Execute functional, technical, and leadership development roadmaps in partnership with Cathay Academy, embedding strong coaching and operating rhythms.
• Item 8 of 10, Lead and support change and transformation initiatives, ensuring readiness and adoption across teams. Lead and support change and transformation initiatives, ensuring readiness and adoption across teams.
• Item 9 of 10, Build, develop, and performance‑manage leaders and direct reports through structured goal setting, reviews, and development planning. Build, develop, and performance‑manage leaders and direct reports through structured goal setting, reviews, and development planning.
• Item 10 of 10, 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. 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

• Item 1 of 10, Graduation in any discipline. Graduation in any discipline.
• Item 2 of 10, Tertiary education with a minimum of 10–12 years of contact centre or service delivery experience in a leadership role. Tertiary education with a minimum of 10–12 years of contact centre or service delivery experience in a leadership role.
• Item 3 of 10, Demonstrated experience in Lean Six Sigma, risk management, and vendor management. Demonstrated experience in Lean Six Sigma, risk management, and vendor management.
• Item 4 of 10, Strong people management capability with excellent communication and interpersonal skills. Strong people management capability with excellent communication and interpersonal skills.
• Item 5 of 10, Proven strategic agility with strong influencing skills. Proven strategic agility with strong influencing skills.
• Item 6 of 10, Rigorous analytical and problem‑solving capability. Rigorous analytical and problem‑solving capability.
• Item 7 of 10, A collaborative, change‑driven leadership approach with confidence and self‑motivation. A collaborative, change‑driven leadership approach with confidence and self‑motivation.
• Item 8 of 10, Excellent command of written and spoken English. Excellent command of written and spoken English.
• Item 9 of 10, Proficiency in Microsoft Office and PowerPoint. Proficiency in Microsoft Office and PowerPoint.
• Item 10 of 10, Willingness to undertake international travel to Customer Contact Division sites. Willingness to undertake international travel to Customer Contact Division sites.

** Candidates must have the legal right to live and work in India.

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

Cathay is proud to offer eligible employees competitive compensation & benefits package, as varied by location, regularly scheduled hours worked, length of employment and employment status as highlighted below.

• Item 1 of 4, Travel Privileges on Cathay Pacific Airways Global Network Travel Privileges on Cathay Pacific Airways Global Network
• Item 2 of 4, Extensive well-being programs including health and employee assistance program benefits to help you stay well. Extensive well-being programs including health and employee assistance program benefits to help you stay well.
• Item 3 of 4, Paid Leave Paid Leave
• Item 4 of 4, If this position requires a uniform, a uniform allowance will be provided. 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.