Acts as the primary operational deputy for assigned APS service lines. Responsible for leading frontline teams, coordinating daily operations, manpower deployment, service quality, operational readiness and management reporting. Supports the implementation of operational policies, technology initiatives and continuous improvement programmes while ensuring compliance with safety, service and operational requirements. Deputises for the Manager, Operations within delegated authority when required. 

What you will be doing: 

1. Operation Policies and Governance 

• Implement and monitor compliance with approved OMs/SOPs, P&Ps, service standards, training and operational records; correct gaps and escalate material risks promptly. 

• Support operational audits, inspections and compliance reviews; ensure corrective actions are implemented and documented within agreed timelines. 

1. Operational Technology and Innovation 

• Support operational systems and digital tools through user feedback, data validation, issue logging, UAT coordination, user training and adoption, including HRMS, POS, queue-management and reporting systems. 

• Monitor data accuracy and operational system performance, escalate issues promptly and recommend process improvements to enhance efficiency and service delivery. 

1. Management Reporting and Stakeholder Coordination 

• Prepare management meeting packs, PowerPoint presentations, dashboards and Excel-based data analysis for management; consolidate and validate operational inputs, risks and action updates. 

• Coordinate updates and follow-up with department managers and internal stakeholders; correspondence and action trackers to support timely decisions and closure. 

1. Daily Operation 

• Lead assigned daily APS operations to meet contracts, SLAs, KPIs, safety requirements and Company service standards, including effective briefings, task allocation and handover. 

• Act as Duty Leader when required and coordinate manpower allocation, service recovery, stakeholder communication and operational contingencies. 

• Monitor operational performance, identify service gaps and escalate risks, incidents and service disruptions promptly to management. 

1. Operation Efficiency and People Management 

• Manage Duty Managers, Supervisors and frontline teams; plan rosters, manpower deployment, attendance, overtime, training and competency requirements to meet operational demands. 

• Coach and develop team members through regular feedback, performance reviews, skills development and operational guidance. 

• Support employee engagement initiatives and foster a culture of accountability, teamwork, safety and service excellence. 

• Manage employee relations matters, performance improvement plans and attendance issues in collaboration with HR and the Manager/Senior Manager.  

1. Financial Targets 

• Monitor daily workforce utilisation, productivity levels, revenue-supporting activities and controllable operating costs. 

• Track performance against approved budgets, KPIs and productivity targets and recommend corrective actions where required. 

• Support budget preparation, forecasting exercises and management reporting. 

1. Others 

• Handle root-cause analysis, service recovery and incident follow-up; act as delegated duty lead and undertake special projects or ad-hoc tasks. 

• Support operational readiness, service launches, mobilisation projects and process enhancements through testing, training coordination, documentation and implementation activities 

What we are looking for: 

• Diploma or Bachelor's degree in hospitality, aviation, business administration or a related discipline. 

• Minimum 8 years' relevant experience in aviation, airport passenger services, ground handling, hospitality or comparable customer-service operations, including at least 3 years in a supervisory or team leadership role. 

• Practical experience supervising frontline teams, assigning work, managing rosters and resolving service issues in a fast-paced, customer-facing operation. 

• Sound knowledge of airport passenger services, safety and security awareness, service standards, SOPs, contracts, SLAs and KPIs. 

• Experience in incident handling, customer service recovery, root-cause analysis, training, operational readiness or project implementation is an advantage. 

• Good analytical and reporting skills, with the ability to use operational data to identify gaps, prioritise actions and escalate risks appropriately. 

• Strong people-management, coaching, communication, problem-solving and stakeholder-coordination skills, with the confidence to lead shifts and make decisions within delegated authority. 

• Good command of written and spoken English and Chinese, including Cantonese; Mandarin is an advantage. 

• Strong working knowledge of Microsoft Excel for data extraction, validation, basic analysis and reporting, and PowerPoint for clear management presentations; proficient in Word, written communication and action tracking. Experience using workforce, POS, queue-management or operational reporting systems is an advantage. 

• Flexible to work shifts, weekends or public holidays and to travel when required by airport operations or project delivery. 

Benefits:

• 8 days off per month 

• Attendance Bonus

• Medical & Dental Insurance 

• Meal Allowance

• Transportation Allowance

• 15 days Statutory Holiday 

• 12 days annual leave from starting 

• Free company worldwide lounge access

• Career advancement opportunity