Senior Airport Lead

Cathay Pacific Airways Ltd; Kuala Lumpur; On-site; MYR 90,000 - 130,000; Full time

Benefits offered by this job

Travel industry discounts

Career development opportunities

Be part of Cathay Pacific family

Job summary

Cathay Pacific Airways Ltd in Kuala Lumpur is seeking a Senior Airport Lead to coordinate day-to-day airport operations, guide frontline teams, ground handling agents, and ensure safety and service standards are met. You will conduct flight briefings, support risk management, quality checks, onboarding, and collaboration with external stakeholders to deliver a seamless travel experience for customers.

The role requires at least 3 years in customer service within airlines, strong decision-making,

Qualifications

• At least 3 years solid Customer Service experience, and in airlines or airport services
• Ability to work independently with good decision-making skills
• Self-motivated and committed who enjoys teamwork
• Very strong customer service mentality with strong interpersonal skills
• Sound technical knowledge and capability (multi-skilled) to perform each airport job function
• Thorough understanding of Company policies and international regulatory procedures and all required local regulatory matters
• Ability to handle different operational modes such as normal operations, disruption, Emergency & Accident and contingency situations
• Adapts to and embraces constant change

Responsibilities

• Coordinate turnaround activities and guide Ground Handling Agent teams; support the implementation of innovative ideas.
• Conduct flight briefings to support safe and effective day-to-day operations.
• Observe operational delivery and productivity vs standards; escalate issues to airport management.
• Support regular Quality Control checks on station performance.
• Undertake other reasonable tasks as required.
• Support frontline colleagues and ground handling agents in delivering excellent customer service.
• Support the use of new technologies in the provision of customer service.
• Provide recognition and personalised service to high value customers.
• Role-model expected behaviours and engage with frontline colleagues to support a collaborative work environment.
• Assist onboarding of new hires and supplier staff; escalate probation progress to airport management.
• Observe day-to-day operational delivery, provide informal on-the-job coaching and operational feedback, and escalate improvement opportunities to airport management.
• Support day-to-day monitoring of agreed supplier action plans, report progress and maintain accurate operational records for management review.
• Familiar with contingency plans and manual fallback procedures to meet standards.
• Coordinate the immediate operational response to flight disruptions and irregularities and provide timely support to airport management.
• Ensure customers are well cared for, kept informed, and offered choices wherever possible through disruption management tools.
• Emergency and Accident and Crisis Response responsibilities as required.
• Observe daily operational productivity and support station administration duties as needed, escalating resourcing or deployment concerns to airport management.
• Support engagement with external stakeholders including authorities, suppliers, and partners.

Skills

Customer Service

Decision Making

Teamwork

Interpersonal Skills

Technical Knowledge

Regulatory Procedures

Operational Flexibility

Education

Academic qualification relevant to the role is preferred

Diploma in operations management is desirable

Job description

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. Our global family can open up a world of opportunities for you. This means that your first role at Cathay Pacific won’t be your last. It could take you anywhere. Join us and discover just how far you can go!

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. Our global family can open up a world of opportunities for you. This means that your first role at Cathay Pacific won’t be your last. It could take you anywhere. Join us and discover just how far you can go!

Role Introduction

The Senior Airport Lead coordinates assigned day-to-day operational activities at the airport. The role supports the Airport Manager / Duty Airport Manager by guiding frontline colleagues, ground handlers and other partners during assigned operational activities to help deliver smooth and efficient operations in full compliance with established safety and security standards. The role also supports the delivery of the best possible airport experience, helping ensure every customer feels valued, recognised and cared for.

Key Responsibilities

Safety

• Item 1 of 3, Support the execution of corporate safety, security and quality policies during assigned turnaround activities, observing compliance with applicable regulatory requirements and quality standards and escalating risks or issues for the station, employees and suppliers as required.Support the execution of corporate safety, security and quality policies during assigned turnaround activities, observing compliance with applicable regulatory requirements and quality standards and escalating risks or issues for the station, employees and suppliers as required.
• Item 2 of 3, Support local airport management in identifying and mitigating personal, safety, and security risks for employees and suppliers by actively promoting and advancing a zero tolerance safety and security culture.Support local airport management in identifying and mitigating personal, safety, and security risks for employees and suppliers by actively promoting and advancing a zero tolerance safety and security culture.
• Item 3 of 3, Support timely risk escalation in accordance with established processes, including to the Functional Duty Holder (GM ASD) where required by airport management.Support timely risk escalation in accordance with established processes, including to the Functional Duty Holder (GM ASD) where required by airport management.

Operational Excellence

• Item 1 of 5, Coordinate assigned turnaround activities and guide Ground Handling Agent teams during the operation. Support the implementation of innovative ideas.Coordinate assigned turnaround activities and guide Ground Handling Agent teams during the operation. Support the implementation of innovative ideas.
• Item 2 of 5, Conduct flight briefings to support safe and effective day to day operations.Conduct flight briefings to support safe and effective day to day operations.
• Item 3 of 5, Assist in observing operational delivery and productivity outcomes against established standards and targets, escalating issues or trends to airport management as appropriate.Assist in observing operational delivery and productivity outcomes against established standards and targets, escalating issues or trends to airport management as appropriate.
• Item 4 of 5, Support regular Quality Control checks on station performance.Support regular Quality Control checks on station performance.
• Item 5 of 5, Undertake any other reasonable tasks as required.Undertake any other reasonable tasks as required.

Customer Excellence

• Item 1 of 3, Support frontline colleagues and ground handling agents in delivering excellent customer service, and share latest product knowledge updates as required.Support frontline colleagues and ground handling agents in delivering excellent customer service, and share latest product knowledge updates as required.
• Item 2 of 3, Support the use of new technologies in the provision of customer service.Support the use of new technologies in the provision of customer service.
• Item 3 of 3, Provide recognition and personalised service to high value customers.Provide recognition and personalised service to high value customers.

Team (including suppliers)

• Item 1 of 4, Role-model expected behaviours and engage with frontline colleagues to support a collaborative work environment.Role-model expected behaviours and engage with frontline colleagues to support a collaborative work environment.
• Item 2 of 4, Assist with operational onboarding activities for new hires and supplier staff, and escal observations related to probation progress to the Airport Manager / Duty Airport Manager as required.Assist with operational onboarding activities for new hires and supplier staff, and escal observations related to probation progress to the Airport Manager / Duty Airport Manager as required.
• Item 3 of 4, Observe day-to-day operational delivery, provide informal on-the-job coaching and operational feedback, and escal improvement opportunities to airport management.Observe day-to-day operational delivery, provide informal on-the-job coaching and operational feedback, and escal improvement opportunities to airport management.
• Item 4 of 4, Support day-to-day monitoring of agreed supplier action plans, report progress and maintain accurate operational records for management review.Support day-to-day monitoring of agreed supplier action plans, report progress and maintain accurate operational records for management review.

Crisis Management

• Item 1 of 4, Familiar with all contingency plans and manual fallback procedures to meet the required standardsFamiliar with all contingency plans and manual fallback procedures to meet the required standards
• Item 2 of 4, Coordinate the immediate operational response to flight disruptions and irregularities and provide timely support to airport management as required.Coordinate the immediate operational response to flight disruptions and irregularities and provide timely support to airport management as required.
• Item 3 of 4, Ensure customers are well cared for, kept informed, and offered choices wherever possible through the effective use of disruption management tools.Ensure customers are well cared for, kept informed, and offered choices wherever possible through the effective use of disruption management tools.
• Item 4 of 4, Emergency and Accident and Crisis Response responsibilities as required.Emergency and Accident and Crisis Response responsibilities as required.

Others

• Item 1 of 2, Observe daily operational productivity and support station administration duties as needed, escalating resourcing or deployment concerns to airport management.Observe daily operational productivity and support station administration duties as needed, escalating resourcing or deployment concerns to airport management.
• Item 2 of 2, Support the Airport Manager in engaging and working effectively with external stakeholders—including authorities, suppliers, service providers, oneworld partners, and other airlines—in the best interests of the Company.Support the Airport Manager in engaging and working effectively with external stakeholders—including authorities, suppliers, service providers, oneworld partners, and other airlines—in the best interests of the Company.

Requirements

Academic qualifications

• Item 1 of 2, Academic qualification relevant to the role is preferredAcademic qualification relevant to the role is preferred
• Item 2 of 2, Diploma in operations management is desirableDiploma in operations management is desirable

Knowledge, skills, training and experience

• Item 1 of 8, At least 3 years solid Customer Service experience, and in airlines or airport servicesAt least 3 years solid Customer Service experience, and in airlines or airport services
• Item 2 of 8, Ability to work independently with good decision-making skillsAbility to work independently with good decision-making skills
• Item 3 of 8, Self-motivated and committed who enjoys teamworkSelf-motivated and committed who enjoys teamwork
• Item 4 of 8, Very strong customer service mentality with strong interpersonal skillsVery strong customer service mentality with strong interpersonal skills
• Item 5 of 8, Sound technical knowledge and capability (multi-skilled) to perform each airport job function (requirement to pass all training arranged by ASD)Sound technical knowledge and capability (multi-skilled) to perform each airport job function (requirement to pass all training arranged by ASD)
• Item 6 of 8, Thorough understanding of Company policies and international regulatory procedures and all required local regulatory mattersThorough understanding of Company policies and international regulatory procedures and all required local regulatory matters
• Item 7 of 8, Ability to handle different operational modes such as normal operations, disruption, Emergency & Accident and contingency situationsAbility to handle different operational modes such as normal operations, disruption, Emergency & Accident and contingency situations
• Item 8 of 8, Adapts to and embraces constant changeAdapts to and embraces constant change

Benefits

Be part of the Cathay Pacific family and join a dynamic team culture working for one of the world’s Top Global Airlines.

Make the most of your leave and take advantage of travel industry discounts including airfares, hotels, tours and car hire.

Fly high with career development opportunities to diversify your skills and experience within the Cathay Pacific family.

Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods.

Only applications from candidates with a cover letter and the right to work in Malaysia without restrictions or sponsorship will be considered.