Assistant Manager, Service Management | 人才服务办公室

职位描述

Established in 2006, Hong Kong Airlines is a full-service airline firmly rooted in Hong Kong. From ground operation to inflight service, the airline is committed to delivering an exceptional customer experience with a unique flair of its home base. Hong Kong Airlines boasts an ever-expanding international network covering nearly 40 destinations across Asia Pacific and North America. Hong Kong Airlines has been awarded the internationally acclaimed four-star rating from Skytrax since 2011. It was also the winner for Asia’s Leading Inflight Service in World Travel Awards 2015.

In order to cope with our expansion, we are currently seeking high caliber candidates to join our team.

For more information, please visit our website: http://www.hongkongairlines.com/en_HK/career

Responsibilities:

• Implement regular service Key Performance Indicator (KPI) reviews with Ground Operation department management team to enable timely feedback to OMC Manager for escalation if required
• Coordinate continual improvement within the department by measuring the effectiveness of processes and investigating opportunities to increase their services quality and efficiency
• Develop KPIs to measure and implement improvements in the services quality processes
• Organize new routes launch preparation meeting, prepare meeting minutes and follow up on post-meeting actions
• Perform quality checks on services quality
• Prepare weekly & monthly service KPI reports to management and analyze
• Responsible for heavy complaining case investigation, evaluation on corrective and preventive measures effectiveness within services operations aspects
• Provide professional advice and recommendation in quality assurance and procedure
• Assist and coordinate with IT departments on the quality control project
• Complete daily On Time Performance (OTP) data process, door close report and weekly OTP report
• Perform new routes pre-launch station inspection and publish the station inspection report if required
• Coordinate with internal departments to ensure that each new route launching / new aircraft acceptance preparation are completed and meet its target date, and collect information from these department and report to the section head for making further decision if remedial actions are required or not in case of failure to meet target date
• Perform cross-check on each phase of each seasonal scheduling and coordinate with airline planning to adjust the unreasonable block time and ground time, monitor and follow up the adjustment progress
• Perform other ad-hoc projects and tasks as assigned

Requirements:

• Bachelor’s degree or above
• Thorough knowledge of operation control and flight dispatch relevant to the AOC
• At least 5-year Airline operation experience
• Basic aeronautical knowledge is required
• Good command of both spoken and written English and Chinese
• Knowledge in Word, Excel (including VBA, Formula), PowerPoint
• Able to work independently
• Capable to handle conflict and settle argument in a reasonable manner
• Good understanding of the regulatory authority set up and workflows in PRC

Hong Kong Airlines is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates who have not been notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months.