Senior Airport Lead - Elevate Safety, Service & Ops

Cathay Pacific Airways Limited; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Travel industry discounts

Career development opportunities

Equal opportunities employer

Job summary

Cathay Pacific Airways Limited is seeking a Senior Airport Lead to coordinate day-to-day airport operations, guiding frontline teams, ground handlers, and partners to ensure safe, efficient and customer-focused service. The role emphasizes safety, operational excellence, crisis readiness, and proactive stakeholder engagement.

Key responsibilities include leading ground handling coordination, conducting safety briefings, monitoring performance against standards, and driving quality control.

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.

Responsibilities

• Safety: Support the execution of corporate safety, security and quality policies during assigned turnaround activities and escalate risks as required.
• Operational Excellence: Coordinate turnaround activities and guide Ground Handling Agent teams while supporting new ideas.
• Conduct flight briefings to support safe and effective day-to-day operations.
• Assist in observing operational delivery and productivity against standards, escalating issues to airport management.
• Support regular Quality Control checks on station performance.
• Undertake any other reasonable tasks as required.
• Customer service: Support frontline colleagues and ground handling agents in delivering excellent service and share latest product knowledge updates.
• Support the use of new technologies in the provision of customer service.
• Provide recognition and personalised service to high value customers.
• Behaviour & onboarding: Role-model expected behaviours and assist with onboarding and probation observations.

Skills

Customer service

Decision making

Teamwork

Interpersonal skills

Multi-skilled

Regulatory knowledge

Disruption handling

Adaptability

Education

Academic qualification relevant to the role

Diploma in operations management

Job description

Cathay Pacific Airways Limited is seeking a Senior Airport Lead to coordinate day-to-day airport operations, guiding frontline teams, ground handlers, and partners to ensure safe, efficient and customer-focused service. The role emphasizes safety, operational excellence, crisis readiness, and proactive stakeholder engagement.

Key responsibilities include leading ground handling coordination, conducting safety briefings, monitoring performance against standards, and driving quality control.