Reports to:GBS Manager, Planning & Employee Data

The Employee Services Lead is accountable for the effective operations for employee travel and customer services stream in GBS. The role involves building and maintaining efficiency of the GBS teams to establish and grow its position as value creating specialists to support the business units across the network; working collaboratively with various business units to establish and ensure service level agreements, ongoing process improvement, and maintaining high level of data quality and efficiencies are created.

The Employee Services Lead will work closely with the Manager of GBS Planning & Employee Data, and the functional section leads to drive initiatives that will improve efficiency and productivity.

Operations Excellence

• Oversee the effective execution of Global Business Services operation for the Travel and Customer Services stream
• Manage administrative support for employee travel, including duty travel and leisure travel as well as the lifetime travel benefits for CX leavers according to the established policy and process, systems, and applications such as Travel Hub, myIDTravel, Amadeus
• Oversee the administrative processing for non-commercial ticketing according to the established policies and procedures, with proper managerial approval to ensure compliance
• Oversee the customer services pillars including handling the incoming requests from CX leavers, retirees, and internal VIPs.
• Work collaboratively with internal departments such as PPL, IT, DGT, ISD, FOP, CCD and REV to facilitate the implementation of initiatives, system enhancement, programs, and policies and develop integrated solutions that create value for the business.
• Drive process improvement that achieves the best possible business outcomes and compliance with the necessary internal controls.
• Establish service pledge performance, standards, and reporting measures (e.g. SLA and KPI)
• Support and direct the team through effective monitoring and leading quality assurance; and present to stakeholders and report on progress as well as problems and solutions

Knowledge Management

• Support the Knowledge Management in developing best in class knowledge and processes for HTR; promote the usage of Knowledge management and accountable for driving KM adoption at Hire to Retire to maximise the usage of the portal within the department

People Management

• Manage the internal team and offshored team members to ensure the process work smoothly and effectively; and develop the team members’ skills enabling them to adapt changes in operations, directions, and work arrangements smoothly

• Degree holder plus at least 10 years of experience with a focus on shared services type employee services and service delivery to a large employee population
• Formal Business Improvement, Project Management, or Business methodology accreditation e.g., Lean/Six Sigma Black/Green Belt preferable
• Managing a sizable team across different regions is a plus
• Proven project management experience in supporting large organizational change in the HR domain
• High integrity, detailed oriented, and well organized
• Proven experience initiating process improvements, developing new standards and influencing stakeholders to adopt new requirements
• Utilizes the strengths of individuals in cooperative team working
• Excellent communication skills, both oral and written (Chinese and English required)
• Capability to work independently with a strong sense of responsibility

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.