Role Introduction

Reports to: Cargo Service Development Manager 

Department: CSD - Cargo Services Delivery

This role is responsible for leading service development excellence initiatives to strengthen service delivery practices in alignment with Cathay Cargo’s accreditation from IATA CEIV (Center of Excellence for Independent Validators) for Pharma, Fresh, Live Animals, and Lithium Battery. The position plays a key role in ensuring Cathay Cargo maintains its industry-leading standards in these specialized areas.

As the Cargo Service Development Lead - Program Excellence, you will be responsible for developing customer-centric handling standards and procedures for Cathay Cargo’s special solutions, including Temperature Sensitive, Handling Sensitive, and Time Sensitive offerings. This involves creating innovative and practical approaches to meet the needs of our customers while ensuring compliance with industry regulations and standards.

Additionally, the role focuses on driving service and operational excellence by re-engineering critical processes to enhance efficiency and service quality, implementing best practices across Cathay Cargo’s global network, and fostering innovation. You will also be tasked with building organizational capability by designing and implementing a robust quality management framework and evolving special solution development from being compliance-focused to industry-leading.

Key Responsibilities

• Drive IATA CEIV program excellence, by establishing cross-functional taskforce, defining terms of reference, developing robust project plans, and implementing structural framework to lead business improvement
• Provide head office guidance to cargo operations worldwide for process and procedures, pertaining to special cargo handling
• Support the Cargo Service Development Manager to resolve complex operational challenges, and maintain policies, standards and compliance programme for special cargo handling, aligning with industry regulations such as that of IATA, and UPU
• Assess business needs, identify gaps, evaluate risks, and explore opportunities in relation to special cargo service delivery. Spearhead process optimization and system enhancement to increase conformance and efficiency
• Review and revise internal documents related to special cargo handling and quality management, including but not limited to Cargo Service Manuals, SOP, training contents, learning assets, toolkits and resources, ensuring its accuracy, relevance and compliance
• Enforce group and supplier compliance with safety, quality and performance standards. Champion audit readiness and lead corrective actions implementation
• Carry out systematic investigation on special cargo service irregularities through root cause analysis, implementing corrective and preventative actions to mitigate future risks.
• Partner with internal teams to design, develop and co-create service features and operational procedures for special cargo solutions, leading the evolution of our special solution development from compliance-driven to industry-leading.
• Elevate Cathay Cargo’s position by representing the company at key industry forums and working groups, collaborating with IATA and regulatory bodies to influence future standards, and establish our leadership in specialty solutions
• Embed digitalized process, lean methodology, and continuous improvement mindset across teams to drive service and operational excellence

Requirements

• University degree holder or equivalent educational background; minimum of 7 years’ relevant experience, including 3 years in management or leadership roles
• Strong knowledge of cargo services and operations, including air freight, logistics, and ramp operations
• Familiarity with international regulations (e.g. IATA Live Animals Regulations, IATA Perishable Cargo Regulations, IATA Temperature Control Regulations, IATA Dangerous Good Regulations)
• Self-motivated, customer-focused, forward-looking, results-driven and detail-oriented
• Take ownership, ability to influence and lead cross-functional teams; competent in engaging stakeholders, understanding different perspectives, and creating balanced holistic plans that address all viewpoints
• Able to learn on the fly, adept at managing priorities and working under pressure with tight deadlines
• Effective communicator with strong interpersonal skills, capable of engaging with individuals at all levels and from diverse backgrounds; solid business acumen with analytical, planning, and problem-solving aptitude
• Excellent command of both spoken and written English. Fluent Cantonese and Mandarin is an advantage
• Experience or Certification in Project Management (such as PMP), Quality Management (such as Lean) is a plus
• Proficiency in MS Office applications (Word, Excel and PowerPoint)

Application Deadline: 21-Apr-2025

Personal & Application Information

Cathay Pacific 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 not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.

*Terms and Conditions Apply

For any frontline recruitment related enquiries, please reach out to us by Whatsapp +852 2747 2298