Manager Customer & Operational Excellence

Job level Senior
Education Bachelor Degree
Location Chek Lap Kok, HK International Airport, Tung Chung
Employment type Full Time
Benefits 5-day week, Dental plan, Medical plan, Shuttle bus
Industry Airlines / Mass Transportation
Job function Operations > Operations
Travel / Tourism > Airline
Travel / Tourism > Customer Service
Published On 23/09/2016
ref. 10983

Department: Airports Headquarters
Report to : General Manager Airports

We are inviting a high-caliber individual, currently in a managerial position, to join the Airports Headquarters Department (AHQ) as Manager Customer & Operational Excellence.

The Airports team’s vision is to enable a Life Well Travelled by delivering the world’s best airport experience, and we differentiate through Outstanding Product & Services that make our customers happy.

The key accountabilities of the Manager Customer & Operational Excellence as follow:

  • Derive customer service standards for all customer contact points at airports based on the overall corporate service delivery strategy, customer feedback, benchmarking exercises, and ability of delivery.
  • Coordinate and motivate the Outport group of Airport Service Managers to implement AHQ initiatives and drive performance improvement.
  • Keep up with the trends of the industry, maintain high level of airports performance and ensure CX’s competitiveness against other airlines
  • Represent the department in negotiating with internal departments and external bodies on cross-functional customer services issues e.g. Reflex, Customer Service Propositions, and Simplifying Travel.
  • Ensure service delivery departments to achieve 100% compliance to aviation regulations on ground handling.  The regulation scope includes security, border control and customer rights.
  • Derive long term strategy to strengthen disruption management and mitigate the damage of disruptions on customer satisfaction.
  • Oversee overall cost and operational efficiency of airport services. Act as a gatekeeper to minimise Airports operating costs without compromising product value.
  • Lead initiatives to continuously improve flight disruption handling capabilities in the airports.  Coordinate with other Service Delivery departments to develop a seamless customer experience across all touch points during flight irregularities.
  • Direct systemwide baggage services and claims polices and ensure delivery of required standard of performance and in compliance with the Warsaw and Montreal Convention.
  • Oversee overall corporate OTP and driving On Time Performance improvements and corporate targets.

Disruption Management

  • Lead the CCC team and Outports team to manage disruptions to mitigate damage on customer satisfaction and optimise the network/company’s benefit.
  • Oversee the design the airport disruption policy, procedure, and training manuals, which will serve as the master document for flight delay and disruption handling at all stations.
  • Derive long term strategy to strengthen CX/KA disruption management capabilities to proactively anticipate challenges and improve overall customer experience through technology and better processes.

Airport Performance

  • Oversee airport performance in respect to customer satisfaction.
  • Provide relevant feedback to ports on their customer satisfaction performance.
  • Conduct port visits to promote service excellence both with respect to internal and external customers.
  • Ensure ports are provided with the tools necessary to measure their respective performance as well as develop action plans for continuous improvement.
  • Realize benefits post implementation of PSS through designing new service flow that best optimize usage of new system to improve customer service and increase productivity (reduce manual efforts , processing time, counter requirements etc).
  • Formulate Cathay Pacific’s Airport Service Delivery strategy to optimize the network’s performance, productivity and efficiency to deliver a consistent & top-notched Customer Experience.

Baggage Services

  • Ensure baggage services policies, procedures are set to provide quality and effective customer support
  • Set realistic port targets and monitor results
  • Ensure baggage recovery and claims services are maintained and delivered in timely and cost effective manner
  • Develop new baggage products and systems in continuously improving standard of services
  • Maintain close liaison with international organization and other airlines on industrial baggage rules a practices

On Time Performance

  • Drive On Time Performance improvement and sustainability
  • Formulate new On Time Performance Standard measurements (i.e. New delay code structure, PTS monitoring and Block Time standard)
  • Oversee On Time Performance trends and result in order to develop the strategy to tackle the operational challenges.


  • Bachelor Degree or above
  • 10-15years of extensive airport operations, customer service and management experience
  • A change agent with transformational mindset and willingness to challenge status quo
  • Excellent communication skills to influence and challenge a remote team of Airport Services Managers
  • Strong ability to drive large scale initiatives
  • Long-term strategic planning capability
  • Being sensitive to opportunities and able to capture them.

Application deadline: 5 Oct 2016