Airport Services Lead (Hong Kong)

HK Express is Hong Kong’s first and only low-cost carrier, always offering great value, affordable fares on one of the youngest and most modern aircraft fleets in the world.

Like you, and just like many people across Asia, we love to travel and discover new places across the world’s most diverse and dynamic region; and at HK Express, we’re opening up new travel experiences that inspire and invigorate millions of people across the region we’re proud to call home.  Everything we do is focused on encouraging the spirit of adventure. Our routes provide the inspiration and spontaneity to try somewhere new, disrupting monotonous modern life. As we continue to open up new routes, often in secondary and emerging destinations, our passengers will gain access to an incredible range of places, exploring hidden gems and experiencing local cultures.

We have a diverse and vibrant team that embodies the adventurous spirit of our customers, and loves to travel too. Join us in this journey to make your career even more fulfilling and rewarding.

Role Purpose

• To act as the Duty Manager in Hong Kong to oversee HKIA operations (Landside/Airside and IAC), monitor overall performance including OTP, guest experience, service provider performance, and regulatory compliance;
• Supervise and support the daily assigned team member functions to ensure overall operations run smoothly and efficiently during the operational shift whilst conforming to established safety and security standards;
• Be the focal point to coordinate flight disruption handling/recovery plans and with the best outcome for the passengers, the operation and the business;
• Ensure all Ground Operation activities are adhering to the company’s Standard;
• Review daily HKIA station performance, handle discrepancies and complaints, follow up on case investigation and rectification;
• Passenger handling of specific cases upon escalation from MOD of GHA;
• Monitor the aircraft loading/unloading, baggage/cargo handling activities;
• Provide guidance to ground handling personnel including disruption handling support. Prepare daily report for operational review;
• Drive and participate in all new project/initiative, roll out new product and continuously improve overall passenger experience;
• Shift working and overnight duties are required.

Qualifications

• Tertiary or above or a qualification that demonstrates suitable experience in a related discipline;
• Minimum 5 years’ experience, including 3 years in a related position in the Aviation Industry or Civil Airline;
• With ramp or dispatch handling experience will be an advantage;
• Excellent command of English & Chinese (Mandarin is a plus);
• Valid driving license class 1 and 2 is preferable;
• Good communication skills and team player;
• Fast decision maker;
• Able to work under pressure.