Business Operations Specialist
3 days ago
Cathay Pacific Airways Limited is seeking a skilled Business Operations Specialist to join its team. The ideal candidate will have 3+ years of experience in general administration within a Business Services / Shared Services environment.
The primary goal of this role is to provide high-quality customer contact services efficiently and cost-effectively across the GBS Department's Hire To Retire function. This involves supporting teams in various locations and focusing on delivering first-class customer service, standardizing and simplifying policies and procedures, reviewing tools for documentation and information management, proposing and implementing improvement initiatives such as lean processes, robotics, and data management, and enhancing GBS visibility through internal communication channels.
The Operational Support Services team is part of the Hire to Retire (Employee Services) stream which provides operational services and Crew Membership Card (CMC Card / ICAO) administration of the end-to-end transactional activities associated with the employee experience for employees and business units in multiple locations.
Key responsibilities include providing first-line support through emails and My Cases, completing customer contact tasks to a high standard and within service level agreements (SLAs), ensuring compliance with relevant corporate/local policies and industry best practices, and applying Lean processes to ensure that GBS meets or exceeds customer requirements.
The successful candidate will also be responsible for making recommendations on improvement opportunities based on data collected through the customer services database, collaborating with business units in process optimization initiatives/projects where needed, and keeping track of endpoint digital solutions and trends in IT support.
A tertiary education in business, HR, or tourism discipline is required, as well as strong influencing and interpersonal skills to collaborate with Business Units and work with a diverse group of people to meet goals and objectives.
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