Cargo Supervisor, Wuhan

Company Description

Cathay is a leading premium travel lifestyle brand based in Hong Kong, offering products and services across four lines of business - Premium Travel, Cargo, Low-Cost Travel and Lifestyle. The Cathay Group comprises premium full-service airline Cathay Pacific, cargo business Cathay Cargo, low-cost airline HK Express, express all-cargo carrier Air Hong Kong, and various other subsidiaries.

At Cathay, we are committed to moving people forward in life - whether through travel experience, lifestyle products or career growth. Being part of Cathay is more than just a job, it’s a meaningful career journey toward realising your ambitions. Your skills will become a bridge that connects the world, opening up infinite possibilities along our customers’ life journeys. If you are seeking an opportunity to take flight, let your ambitions propel you higher and further.

Make Your Career Move, together with Cathay.

Notes:

1. All Chinese mainland based positions are subject to local terms and conditions.

2. Applicants must have the right to live and work in Chinese mainland.

3. Once employment is confirmed, the employment contract and personnel file will be arranged through a local third-party human resources agency designated by Cathay Pacific

Role Introduction

To extend sales support for the area in order to achieve revenue targets and commercial Key Performance Indicators. To lead and support Cargo Services in executing the corporate strategy and various initiatives relating to cargo services and delivery as well as drive operational excellence and service delivery by partnering with stakeholders to provide clarity, guidance and support on the set performance targets and established matrix.

Responsibility:

Revenue Generation

• Contribute to the development of the Cargo Business Plan as required and implement the plan in alignment with local cargo strategies and specified Key Performance Indicators
• Actively assist the Cargo Sales Manager to achieve revenue target and generate ancillary revenue by actively seeking support from customers

Customer Services

• Ensure that customers’ enquiries and customers’ off-line booking and e-booking requests are responded to in a timely and professional manner
• Maintain oversight of the day-to-day relationship with stakeholders from all sales channels for revenue generation purposes
• Provide superb sales and customer services in all customer touch points so as to drive premium selling rates and regular business

Efficiency Improvement

• Ensure clear communication of Cathay cargo notices to all teams members and suppliers is disseminated and understood
• Actively manage the roster to ensure sufficient manpower to handle the flight in a cost effective manner
• Identify future service and manpower needs, standardising and implementing procedures where possible
• Recommend and conduct coaching for cargo team members and act as the port designated trainer as required

Safety and Regulatory Compliance

• Ensure full compliance and conformance to safety and security standards, and all regulatory requirements
• Actively monitor the environment to ensure safe operations is achieved at all times
• Execute Emergency and Accident and the Business Continuity Plan as required

Service Delivery and Excellence

• Assist to develop and take the lead to implement and monitor the Cargo Servicing Plan, including supervision of customer service, the operation of the handling agents, and report performance and status both qualitatively and quantitatively
• Drive operational excellence with contracted vendors by managing Key Performance Indicators and service levels
• Ensure compliance and conformance to established regulatory, corporate and departmental policies and procedures and requirements
• Perform regular quality checks, as required, and completion of proper paperwork, providing feedback to respective stakeholders and work to resolve any problem areas identified
• Support the execution of cargo service delivery strategy as established by Head Office and Regional Management
• Liaise closely with all port, regional and corporate stakeholders to ensure proper communication is maintained and focus areas are aligned
• Identify future service and manpower needs, standardisation and implementation of procedures
• Ensure that new customers receive assistance and coordination as required to safeguard smooth cargo movements
• Implement the operations plans to optimise booking for space and weight utilisation with cargo sales and service agents, the handling agents and key customers

Key Responsibilities

Service Delivery and Excellence

• Develop local service and standards to streamline cargo procedures to support core and specialised products
• Liaise with various airport authorities, local and government agencies as required
• Assist or lead on with local Emergency and Accident activities as directed
• Conduct regular meetings with service vendors to review performance and provide education on updated policies
• Ensure that communication of Cathay cargo notices to all employees and suppliers is disseminated and understood
• Perform regular quality checks, as required, and completion of proper paperwork, providing feedback to respective stakeholders and work to resolve any problem areas identified
• Serve as the port designated trainer as required and recommend training programmes
• Control and manage the Unit Load Device inventory level to meet the demand during seasonal peaks for both passenger and freighter services
• Any other reasonable task as requested

People Development and Performance Management

• Lead, support and encourage own team to achieve success
• Build a strong and motivated team, ensuring the right organisational structure and the right people are in place to foster positive team spirit and facilitate teamwork
• Supervise and mentor direct reports, encouraging effective collaboration
• Demonstrate leadership and lead by example in accordance with Cathay’s core values
• Develop employees with high potential and identify learning opportunities to ensure appropriate training and development
• Maintain active and ongoing dialogue in relation to employee goals and individual performance
• Actively engage with employees to enhance communication and their understanding of department goals
• Support the People Managers to design and conduct internal development programmes including succession planning as appropriate ensuring alignment with Head Office direction
• Enhance the employee experience in line with the role level and the internal brand promise

Operational Duty Holder (if applicable)

• This position is the Operational Duty Holder of the applicable port and has a formal business relationship with the Functional Duty Holder of applicable services and must understand the process of risk escalation to the Functional Duty Holder (GM GSORM).
• This position is the Remote Operational Duty Holder of the applicable port (if Remote ODH applies) and has a formal business relationship with the Functional Duty Holder of applicable services and must understand the process of risk escalation to the Functional Duty Holder (GM GSORM).
• This position is the Operational Duty Holder Delegate of the applicable port (if ODH Delegate applies).
• To fulfil the detailed Cargo Operational Duty Holder responsibilities, for Cathay Pacific, as per the requirements of the “Best Practice for Cargo Operation Duty Holder - Port” documented in The Hub Team Site.
• Be accountable at an operational level for the safe operation of services, including those services which are contracted to others
• Maintain day to day responsibility for managing operational performance, including the performance of suppliers who are contracted to deliver services to ensure that:
  • there is full compliance with quality standards and regulatory requirements
  • procedures and instructions are followed
  • the service is delivered in accordance with contracted terms Cross Functional Support (as requested)
• Performs some or all duties of Cargo Officer (CO) as required

E&A

• Emergency and Accident and Crisis Response responsibilities as required

Requirements

Academic Qualifications

• College degree or equivalent
• A qualification in Cargo or logistics in an advantage

Knowledge, skills, training and experience

• A minimum of 4 years’ experience in cargo operations, cargo sales or cargo customer service
• Supervisory/management experience of third-party handlers
• A proven success record in setting and achieving personal and team goals and targets
• Knowledge of CHAMP CargoSpot System
• Demonstrably strong communication skills
• Proven ability to work independently
• Demonstrable success in decision making
• Superior administrative skills
• Sound knowledge in air cargo warehousing operations
• Sound knowledge of TSA safety and security requirements
• Knowledge of air cargo computer/AIRIMP system and cargo build-up
• Knowledge of air cargo tariff and Air Cargo and Tariff Rules
• Knowledge of air cargo Dangerous Goods acceptance is an advantage
• Familiarity with aircraft weight and balance procedures
• Adapts to change easily

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.