Job Description

You are expected to assist the Station Manager in overseeing all aspects of HKG station performance including OTP, customer experience, service providers performance and regulatory compliance, oversee and manage the ground operational activities at HKIA to attain the highest customer services level and achieve on time performance and other KPI targets without compromising flight safety and customer services.

Key Responsibilities

• Ensure all ground operations activities are adhering to the company safety, security, and quality standards 
  
• Support Station Manager to identify and mitigate personal, safety and security risks in the environment for our customers and in the workplace for staff including external service providers 
• Ensure external service providers are equipped with high proficiency of knowledge and skills required for their assigned tasks 
• Support Station Manager to conduct regular quality control checks on station performance, including the provision of service by external service providers 
• Drive and participate in all new projects and initiatives, roll out new products and continuously improve overall customer experience 
• Handle discrepancies and complaints, follow up on cases investigation for rectification 
• Conduct analysis on station performance and work on improvement plans when necessary 
• Handle baggage mishandling cases, claims and also monitor baggage performance at the station

Requirements

• Hong Kong permanent resident status
• Tertiary education or above in any discipline 
  
• A minimum of 5 years aviation or airline experience, including 2 years in supervisory level 
• Excellent customer service mindset 
• With Ramp or dispatch handling experience would be an advantage
• Excellent command of English and Chinese 
• Good communication skills and team player
• Advance knowledge in Microsoft Office and Excel
• Able to work under pressure