Senior Airport Operations Leader

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

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,