Job ref no.: CT3130312-01#2717

Cargo Area Customer Service Manager (ACSM) – Greater China & Philippines

British Airways Plc

The role

The role of the Area Customer Service Manager is to lead the delivery of cargo operations and customer service for all IAG group airlines – British Airways, Iberia, Aer Lingus, Vueling, and Level – across Greater China and the Philippines.

Job Purpose

  • To own the delivery of operational excellence, CargoIQ performance targets, and premium levels of customer service at all IAG Cargo stations across the area, through the effective management and leadership of our ground handling suppliers and partners. 
  • To drive maximum value for IAG Cargo through managing and overseeing the procurement and ongoing supplier management of our third-party cargo handling partners in line with IAG Cargo’s central procurement strategy, delivering a cost budget of circa EUR 8 million per annum.
  • To develop strong and strategic relationships with our customers to understand their business needs, and collaborate with our Commercial team, Hub operations teams, and wider network to develop effective customer focused solutions, continuously adapting our handling proposition to suit market requirements.
  • To drive change where needed and act as a key internal advocate for our customers in your area, through leading and contributing toward projects that will help enhance our commercial proposition.
  • To ensure the delivery of a rigorous and disciplined health, safety and security environment for our people and customers whilst driving constant interaction between all online and offline stations in the area.
  • To design, develop, and manage the implementation of clear and documented operational processes, balancing National and Local regulatory requirements with those of the EU/UK regulatory bodies, whilst coordinating adherence to all prescribed operational, safety and security standard operating procedures.


  • Preferably a minimum of 5 years’ experience in an operational role at HKIA and/or 5 years’ experience covering multiple stations within an airline or air cargo business, at an area or regional management level.
  • Proven track record of delivering complex projects spanning multiple locations.
  • Proven track record in managing multiple suppliers across multiple locations.
  • Proven ability to manage and motivate teams across large areas, both locally and remotely.

Person Specification

  • Broad understanding and experience of the air cargo industry in Hong Kong and China, and a comprehensive understanding of the market response to COVID-19.
  • Confident, professional, and persuasive communicator able to influence others including suppliers, customers and regulatory authorities to drive IAG Cargo strategic deliverables.
  • Process oriented, with strong technical knowledge of air cargo operations.
  • Strong commercial and financial acumen, and experience in managing conflicting spheres of responsibility.
  • Innovative, resourceful, and resilient character capable of managing rapidly changing environments.
  • Engaging personality with an aptitude for developing and maintaining strong relationships.
  • Customer focused and an excellent listener, able to qualify and understand customer requirements.
  • Honest, transparent, and always acts with the utmost integrity.
  • Educated to A level standard or equivalent.
  • Fluent English, Mandarin & Cantonese spoken & written.
Additional Information
  • This is a British Airways contracted role based in Hong Kong.
  • You will need to have the right to live and work in Hong Kong.
  • You will need to have a flexible approach to working, and be willing to travel.
Application process

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More job information
Job ref no. CT3130312-01#2717
Job Function
  • Sheung Wan
Employment Term
  • Permanent
  • Full-time
Career Level
  • Middle management level
  • N/A