Cabin Crew Operations Manager

Role Introduction

Reports to: Head of Employee Relations, Communications & Operations

Lead day-of-operation support for cabin crew, helping colleagues begin their duties well briefed and prepared while supporting smooth operations and on-time performance.

Oversee the Cabin Crew Briefing Office, coordinate timely support during disruptions and shape the processes and policies that help crew operate efficiently. Working across departments and the passenger port network, you will combine operational decisions with analysis through the Cabin Reporting System to identify improvements.

Bring thoughtful care to critical moments, supporting your crew colleagues so they can help move people forward in life.

Key Responsibilities

• Lead and mentor your team, fostering collaboration and a results-focused culture while deploying resources efficiently to maintain business continuity and support crew and customers
• Oversee daily cabin crew operations, crew lounge briefing processes and facilities, and the Cabin Crew Briefing Office, maintaining service standards, pre- and post-flight documentation, operational statistics and timely flight and crew deployment information
• Coordinate with departments in Hong Kong and across the passenger port network to uphold safety, security and service standards, align operational procedures where applicable, and develop systems and policies covering operational safety, security and commercial matters
• Manage the Duty Manager phone and Typhoon Control Centre, providing immediate crew support and operational decisions during sickness away from base, police reporting, crew injuries, disruptions and other critical situations
• Analyse crew operations reports, including taxi claims, disruptions and daily operations, and communicate cabin reports to support discussion and improvement
• Use the Cabin Reporting System database to retain and analyse information on passenger complaints, service and product failures, and service recovery compensation for continuous improvement
• Ensure full compliance with company policies and legal or regulatory requirements when managing crew or incidents
• Develop compensation and benefit policies and procedures for cabin crew during duty to support fair compensation and prompt payment
• Define team responsibilities and cross-team collaboration during disruptions and crises, coordinate the Inflight Service Delivery crisis management plan, and deploy adequate support and manpower during incidents
• Deputise for the Head of Inflight Customer Service and Operations to oversee overall cabin crew operations in their absence, and undertake other reasonable tasks as required

Requirements

• Tertiary education or equivalent relevant experience
• Strong knowledge of cabin crew operations, day-of-operation support and crew management
• Good understanding of airline operational procedures, disruption handling and safety and service requirements
• Strong stakeholder management, communication and interpersonal skills, with the ability to work effectively across different levels and functions
• Strong problem-solving, prioritisation and decision-making skills in an operational environment requiring timely responses
• Good analytical and reporting skills, with the ability to use operational data to identify trends and improvement opportunities
• Proficiency in Microsoft Office applications, including Excel, PowerPoint and Word
• Excellent command of written and spoken English

Personal & Application Information

Equal Opportunity

Cathay Pacific is committed to fostering an environment that values Diversity, Equity, Inclusion and Belonging. As an equal opportunity employer, we are committed to attracting and hiring qualified individuals from diverse backgrounds, experiences and abilities. We strive to create a respectful, inclusive workplace free from discrimination, harassment and bullying.

Privacy

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.