Job Description

Cathay Pacific
Airport & Cargo Operations
Airport Service Delivery Department
Permanent
Kuala Lumpur, Malaysia
Application deadline: 19 Nov 2025

Company Description

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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

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To supervise and support the daily assigned team member functions to ensure overall operations run smoothly and efficiently during the operational shift whilst conforming to established safety and security standards. To deliver the best possible operation and airport service experience to ensure our customers always feel special, valued and recognised regardless of circumstance.

Key Responsibilities

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Safety First, Quality Always


Execute corporate safety, security & quality policies to ensure the station, employees and suppliers are compliant with regulatory requirements and quality standards Achieve absolute operational integrity with zero safety defects and security infringements Support local airport management to identify & mitigate personal, safety and security risks in the workplace for employees (suppliers included) by promoting & developing a culture of zero tolerance on safety and security incidents


Operational Excellence


Supervise & support Ground Handling Agent teams dedicated to Cathay flight operations to achieve operational excellence of being on time & error free Assist to implement innovative ideas & strive to do things better in all aspects of airport operations Ensuring & maintaining operational & productivity performance conformance to standards Support airport management to conduct regular Quality Control checks on station performance including provision of service by suppliers as required Conduct flight briefings Willing to take up extra responsibilities (e.g. projects) & work shift duties Undertake any other reasonable task


Outstanding Product and Services


Ensure team is up-to-date with latest product knowledge & support team to effectively utilise products & services to provide highest quality of experience for our customers across touch points Support the team to deliver 'Service Straight From The Heart' on a daily basis to create genuine connection & memorable experiences for our customers across all points of contact Support use of new technologies in the provision of customer service Give recognition to our highest-value customers (front-end & elite Marco Polo members)


Crisis Management capability and preparedness


Familiar with contingency plans & manual fall-back procedures to meet the required standards Effectively manage flight disruptions/irregularities & support airport management Ensure our customers are cared for, informed & given choice where possible through use of disruption management tools


People and team


Motivate frontline team (suppliers included) to enable collaborative teamwork Support on-boarding process & probation of new hires (suppliers included) Support team (suppliers included) to learn & develop through role modelling, mentoring or on-the-job coaching Support the team to adopt new challenges & changes Monitor day-to-day team / individual team member performance (suppliers included) & raise suggestions for improvement


Supplier Management


Assist in monitoring & conducting regular performance review meetings with suppliers Support Airport Operations Manager to implement any action plan efficiently & keep track of progress with documented records


Cost efficiency and productivity


Monitor team daily productivity & flexibility in resource deployment Support Airport Operations Manager to reduce costs in daily operation Support station admin duties


Represent Cathay interests in the Airport Community


Support Airport Operations Manager to work with external parties in best interests of the Company - authorities, suppliers & service providers, Oneworld Partners, & other airlines Ensure competition compliance involvement in airport-related industry affairs (i.e. AOC) Protect Company's reputation


E&A


Emergency & Accident, & Crisis Response responsibilities as required

Requirements

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Academic qualifications


Post-secondary school education is desirable High school graduation
Knowledge, skills, training and experience


Good command of written and spoken English is mandatory with the local language being an advantage 1-2 years solid Customer Service experience, preferably in airlines or airport services Ability to work independently with good decision-making skills Self-motivated and committed leader who enjoys teamwork Strong customer service mentality with strong interpersonal skills Good technical knowledge and capability (multi-skilled) to perform each airport job function (requirement to pass all training arranged by ASD) Good 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

Benefits

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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

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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 Singapore without restrictions or sponsorship will be considered.