Assistant Learning Manager – Service Excellence & Leadership

Cathay Pacific

Chek Lap Kok, Hong Kong
Permanent
Full-time

12 days ago

Cathay Pacific Airways is an international airline registered and based in Hong Kong, flying to over 190 destinations around the world.We are proud of our home Hong Kong, where the company was founded in 1946. Our corporate headquarters are located at Hong Kong International Airport. We employ over 21,000 people worldwide.We are also a founding member of the oneworld global alliance whose combined network serves over 750 destinations worldwide.Reports to: Learning Manager - Service Excellence and LeadershipDepartment: Cathay Academy (CXA)This person is responsible for managing the design & development and quality assurance of the hospitality, service excellence and service leadership learning for our customer/cargo service delivery teams. They work with multiple stakeholders across the customer service delivery and cargo service delivery team on training needs analysis, training design and programme delivery. They will be responsible for the performance of a training delivery team to ensure high quality training is delivered. This role has a training delivery responsibility of approximately 10-20%.Key Responsibilities

Lead the design and development of learning experiences and performance support resources in support of customer experience, service mindset, hospitality, service behavior and service leadership for our frontline team
Partner with the Service Delivery and Cargo Service Delivery department for ongoing learning needs identification and service learning experience design
Act a key member to drive the strategic direction of the service excellence, soft skills and leadership training and development journey for our customer experience frontline team
Oversee the operation of Service Excellence and leadership training programmes, including but not limited to manpower deployment, course set-up and admin on the learning management system, training data reporting
Manage our courses on the learning management system are of relevancy and appropriateness
Work as a servant leader to mentor, develop and the training delivery team through developing performance management, establishing training standards, running regular in-class observations, development support and annual appraisals
Drive innovation of our training programmes, and to partner with the Digital Learning team to develop interactive and engaging learning products and experiences
Deputise Learning Manager – Service Excellence & Leadership when required
Be a part of the training delivery team to deliver training (10%-20%)

Requirements

Degree holder, preferably related to education / training related discipline
At least 5 years in the airline industry with In-depth subject matter knowledge
Facilitation and training delivery skills
Role model of customer service and operational excellence
Flexible and adaptable.
Good organisation and planning skills
Great team lead and ability to manage a team of trainers
Must embrace learning technology and be a passionate learner
Experience in customer service, hospitality and/or as a cabin crew an advantage
Tertiary education
Good understanding of cabin crew culture and learning style
Previous experience in Cabin Crew training is an advantage
At least 5 years work experience in airline industry
Minimum 3 years training experience

Application deadline: 30 April 2024Personal & Application InformationCathay 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 ApplyFor any frontline recruitment related enquiries, please reach out to us by Whatsapp +852 2747 2298

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