Service Excellence Lead

About the role

The Service Excellence Lead is responsible for embodying Cathay Pacific’s brand values of Thoughtful, Progressive, and Can‑do Spirit at the airport. You will ensure memorable customer moments by understanding needs, coordinating with ground handling agents, and maintaining safety and security standards.

Key responsibilities

• Coordinate activities among customers, ground handling agents, and service providers to uphold safety and security standards.
• Oversee service delivery and recovery operations at landside or airside locations.
• Manage disruptions and crises effectively.
• Ensure efficient and reliable services to customers.
• Lead, support, and assess Customer Services Officers (CSOs), setting goals and conducting regular performance reviews.
• Assist the Manager on Duty in daily operations.
• Empower CSOs to deliver intuitive service, provide optimal solutions, and hold regular briefings.
• Provide on‑the‑job training and development opportunities for CSOs.

Required profile

• Right to work in Hong Kong and minimum age of 18.
• Good command of spoken English.
• Minimum 3 years of experience in airport operations or related fields; experience in coaching, flight control, or premium services is a plus.
• Customer‑service oriented attitude with strong communication skills.
• Excellent interpersonal, problem‑solving, decision‑making, and organisational abilities.
• Proven leadership and people‑management capabilities with solid supervisory experience.
• Willingness to undergo a pre‑employment drug test as required for safety‑sensitive roles.

Required skills

What we offer

• World‑class training and a structured career progression path.
• A safe, collaborative, and inclusive working environment.
• Special allowances for overnight and public‑holiday shifts.
• Medical coverage, flexible benefits, and a flexible retirement scheme.
• Discounted travel across numerous airlines for you and your family.