Job Description

Reports to:Cabin Crew Service Excellence Manager (CCSEM)

The job holder will assist the CCSEM to engage, enable and set our cabin crew up for success to deliver service excellence, the brand proposition and values and desired customer outcomes. He/ she will actively manage the Performance and Standards with emphasis on leadership and service excellence. 

Crew Service Excellence and Engagement

• Assist the CCSEM to implement strategies for high quality engagement and crew success discussions
• Understand the crew and their lifecycle and work with them towards the desired business and personal goals
• Actively mentor, coach and facilitate crew career discussions and development
• Identify high performers and ensure they are recognised and rewarded
• Act as the escalation point for crew disputes
• Facilitate investigations, disciplinary discussions and execute resolutions where necessary
• Facilitate crew well-being and support on leave and attendance matters

People and Process

• Responsible for the recruitment, on boarding, performance and development of Cabin Crew Service Excellence Executives (‘CCSEE’) and Service Excellence Lead Representatives (‘SELR’)
• Leads the team of SELR and creates an environment where they can excel through encouragement and empowerment
• Identify development needs for the team and cabin crew and organise on board support if needed
• Develop the capabilities (tools and skills) of the CCSEE to support SELR and cabin crew on ground
• Assist the CCSEM to plan manpower for on ground line support and on board assessments
• Develop guidelines and processes for managing crew performance and ensure they are executed in the right manner

Systems, Analysis and Reporting

• Analyse and report on cabin crew performance and customer scores and trends
• Drive the development of new insights and trends
• Collate reports for CCSEM on customer and crew performance and recommend actions for improvement
• Monitor the crew performance data for quality and integrity

Continuous Improvement

• Collaborate with Talent Acquisition and The Learning Academy to identify training needs and develop programs to uplift skills for secondees and crew
• Support the CCSEM for ad hoc projects and tasks
• Recommend policy and procedures changes to improve effectiveness

Compliance

• Ensure personal data and other records handled by the team are accurately documented and securely accessed and stored
• Ensure all policies and procedures are documented and updated at all times and comply with internal and external regulatory requirements

Others

• Prepare documents and represent the Company in labour disputes and on any other people issues
• Support E&A and other ad hoc disruption 

• University degree holder with at least 5 years relevant work experience in airline or hospitality industry
• Excellent people management skills. Previous experience in Training and People development is a clear advantage
• Strong service and customer oriented mind-set
• Proven experience in driving high performance standards and engagement
• Sound knowledge of cabin crew operational environment and standards, including safety, service etc
• Good analytical and reporting skills
• Knowledge of HR functions and regulatory environment, psychology, behavioural sciences are an advantage
• Computer literacy e.g. Excel, PowerPoint, MS Word
• Good communication and interpersonal skills with excellent command of written and spoken English

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.

Skills Required

• Communication
• Customer Service
• Microsoft Office
• Interpersonal Skills