Cathay is a premium travel lifestyle brand based in Hong Kong, bringing people closer to the places, experiences and opportunities that matter to them. Our purpose — to move people forward in life — begins with our own people.
Across our airlines, cargo and lifestyle businesses, it is our people who turn journeys into experiences and ambition into progress. Joining Cathay means being part of a global and inclusive community, driven by thoughtful care, progressive attitude and a can-do spirit — and supported to grow through a meaningful career that moves with you.
If you are seeking an opportunity to take flight, let your ambitions propel you higher and further. Make Your Career Move, together with Cathay.
Reports to: Global Head of Customer Contact
Cathay Customer Contact Centers are poised for a significant transformation as we
accelerate our agenda to become “one of the world’s greatest service brand”. With
significant investment being made on technology, innovation, people and organisational
development, we are now looking for a seasoned professional to join us as the Customer Care Hub Manager in Mumbai.
The role holder is expected to a well recognised thought leader in the Contact Center
industry with the exposure of having managed progressively complex and senior roles in Contact Centers. The job holder is expected to be adept at developing and artculating
the strategic outlook for the channel while maintaining focus on execution. The role
holder will directly manage over two hundred front office and middle office colleagues
and provide entity management to fucntional teams like Channel Experience.
- Lead end-to-end Customer Contact Centre operations for the Mumbai hub in a 24/7 environment, ensuring consistent delivery of service, quality, revenue, and efficiency targets.
- Drive operational performance by monitoring metrics, analysing data trends, and taking timely corrective actions to maintain service levels and customer satisfaction.
- Translate departmental goals into clear initiatives and individual performance objectives to align team outputs with business priorities.
- Optimise workforce planning and roster management to ensure the operation is resourced effectively against demand.
- Strengthen customer engagement and revenue generation by identifying and promoting sales opportunities during customer interactions.
- Champion continuous improvement through LEAN and other initiatives, enhancing productivity, service delivery, and process efficiency.
- Lead change management efforts for new technologies and digital interaction channels, ensuring smooth adoption across the team.
- Collaborate with Marketing and Sales teams to align on commercial goals, using customer insights and performance data to inform decisions.
- Build and maintain strong relationships with customers and internal stakeholders across local, regional, and global teams.
- Develop and lead high-performing teams through coaching, performance management, succession planning, and employee engagement initiatives, while role-modelling Cathay’s values.
Academic Qualifications
- Graduation in any discipline is a must.
Knowledge, skills, training and experience
- Minimum 15 years’ experience in Contact Centers with progressive senior management exposure.
- High proficiency in written and spoken English.
- Excellent interpersonal and communication skills.
- Excellent leadership skills.
- Excellent influencing, strong negotiation and problem-solving skills.
- Excellent customer service orientation.
- A change catalyst and commit to continuous improvement.
- Six Sigma Black/ Green Belt certification (Highly Desirable).
** Candidates must have the legal right to live and work in India.
https://careers.cathaypacific.com/who-we-are/why-work-here
Cathay is proud to offer eligible employees competitive compensation & benefits package, as varied by location, regularly scheduled hours worked, length of employment and employment status as highlighted below.
- Travel Privileges on Cathay Pacific Airways Global Network
- Extensive well-being programs including health and employee assistance program benefits to help you stay well.
- Paid Leave
- If this position requires a uniform, a uniform allowance will be provided.
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.
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.
We thank all candidates for your interest in Cathay, and regret that only shortlisted candidates will be notified. Candidates not notified within eight weeks may consider their application unsuccessful.
All job opportunities are published exclusively on our official website. We advise applicants not to apply through or respond to any third-party websites or domains. Kindly exercise caution and avoid unsolicited offers from unofficial sources.
