Customer Care Operations Manager

Cathay Pacific Group; Bengaluru; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Cathay Pacific Group in Bengaluru invites a senior operations leader to drive day‑to‑day performance of its Customer Contact hub during a major transformation. You will oversee a large team and translate global strategy into operational reality across experience, productivity, and cost optimization.

The role emphasizes leadership development, coaching, and delivering high‑quality customer experiences, while ensuring readiness for change and driving engagement across the organization.

Qualifications

• 10–12 years of contact centre or service delivery leadership experience.
• Experience with Lean Six Sigma, risk management, and vendor management.
• Excellent written and spoken English with strong communication.
• Strong people management and collaborative leadership.
• Willingness to travel internationally.

Responsibilities

• Implement Cathay's global customer contact strategy across the hub.
• Lead and manage a customer contact operation with a large team.
• Deliver customer excellence through standardized experience strategies.
• Monitor staffing, productivity, cost, and operational performance.
• Drive revenue through the customer contact channel within plan.
• Manage operational, resilience, and fraud risks with mitigation plans.
• Develop leadership and coaching practices with Cathay Academy.
• Lead change and transformation initiatives with readiness across teams.
• Develop leaders via goal setting, reviews, and development plans.
• Establish an operating rhythm and governance for accountability.

Skills

Leadership

Lean Six Sigma

Risk management

Vendor management

People management

Strategic agility

Analytical skills

Communication

English proficiency

Education

Bachelor or higher degree

Tools

Microsoft Office

PowerPoint

Job description

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 PHONE_NUMBER 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 PHONE_NUMBER 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-man‑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, 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.
• Willing to undertake international travel to Customer Contact Division sites.

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