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Manager, In-flight Service Quality Assurance and Safety

Apply now Job no: 496870
Work type: Full time
Location: Hong Kong
Department: Services


HK Express is Hong Kong’s first and only low-cost carrier, always offering great value, affordable fares on one of the youngest and most modern aircraft fleets in the world.

Like you, and just like many people across Asia, we love to travel and discover new places across the world’s most diverse and dynamic region; and at HK Express, we’re opening up new travel experiences that inspire and invigorate millions of people across the region we’re proud to call home.  Everything we do is focused on encouraging the spirit of adventure. Our routes provide the inspiration and spontaneity to try somewhere new, disrupting monotonous modern life. As we continue to open up new routes, often in secondary and emerging destinations, our passengers will gain access to an incredible range of places, exploring hidden gems and experiencing local cultures.

We have a diverse and vibrant team that embodies the adventurous spirit of our customers, and loves to travel too. Join us in this journey to make your career even more fulfilling and rewarding.

Role Purpose  

Cabin Safety

  • Responsible for upholding Safety Management System (SMS), cabin safety standards, Occupational Health & Safety (OH&S) and ensure safety standards for HKE are in compliance of Hong Kong and international regulatory bodies;
  • Provide advice, guidance and support to In-flight Service (IFS) team on cabin safety issues to enable them to improve operational system, processes and safety performance;
  • Act as IFS Operational Risk Coordinator and Subject Matter Expert in cabin safety;
  • Make decisions regarding risk tolerability with respect to the safety and/or security of cabin operations;
  • Monitor department’s performance against applicable Safety Performance Indicators;
  • Conduct safety risk assessment;
  • Manage safety objectives and performance targets;
  • Develop and implement safety promotion;
  • Manage safety related communications with cabin crew members such as email and newsletter etc.
  • Support safety investigation and implement recommended actions as required;
  • Responsible for cabin crew OH&S related matters and implement OH&S programme for cabin crew.


  • Responsible for ensuring cabin operations are conducted in accordance with applicable regulations and standards of HKE;
  • Monitor the regulations that affect IFS to ensure all updates are incorporated in operations, including monitoring and updating IFS' compliance matrix against CAD 360;
  • Ensure IFS' adherence and compliance to HKE corporate OH&S policies and standards;
  • Ensure IFS manages changes using proper Change Management procedures, including acting as Change Management representative for all change management activities related to operational document revision;
  • Coordinate with Head of General Manager, In-flight Service and professional groups in defining or amending policies, processes and procedures as risk mitigation measures;
  • Conduct internal and external audits for IFS as per HKE’s Quality Assurance Program to include documenting audit results.

Quality Assurance/ SMS

  • Act as the “bridge” between Quality, Safety and Security Department (QSS) and In-flight Service Section;
  • Perform the role of Subject Matter Experts to support QSS’ investigation and understanding of operational subjects;
  • Liaise with QSS for the development of IFS Safety Performance Indicators (SPI);
  • Programme owner of Continuous Improvement Programme - Cabin (CMI);
  • Ensure all corrective actions for IFS generated from Safety Management System (SMS), Security Management System (SeMS) and Quality Management System (QMS) are closed effectively as per HKE standards;
  • Develop and manage the Quality Programme for IFS and ensure the internal audits, surveys and inspections are conducted as per the determined schedule to the required standard of the IOSA and the corporate quality management system;
  • Conduct Risk Assessments and closure of corrective actions raised through SMS, QMS, SEMS and Business Resilience;
  • Responsible for conducting SMS and SeMS activities within IFS, routinely identify, assess, monitor and document existing or potential safety and security risks to aircraft operations and implement appropriate risk controls or mitigations to not only maintain an acceptable level of safety but to  continuously improve the overall safety and security level of aircraft operations.


  • Maintain Certificate of Competency (COC) in Cabin Crew Management Flying Programme;
  • Ad-hoc projects and tasks as required.

The Ideal Candidate

  • Bachelor Degree holder or above;
  • At least 10 years of relevant aviation work experience with 2 years of appropriate managerial experience or equivalent;
  • Qualified auditor with broad knowledge in auditing and safety would be an advantage;
  • Excellent command of both spoken and written English; Cantonese and Mandarin languages are a plus;
  • Proficient in computer literacy, specifically Microsoft Office Suite, specifically Word, Excel and PowerPoint;
  • Prior cabin crew experience is preferred;
  • Good communication skills and professional work ethic;
  • Strong in determination and implementation skills;
  • Self-motivating, initiative to drive and follow through projects independently and efficiently.

Please note that with effect from 1 June 2022 onwards, all HK Express employees and contractors who work in Cathay House and all other Cathay Group Company premises in Hong Kong must have received a third dose of COVID 19 vaccine. Being tested regularly for COVID-19 is not an option. Consideration will be given to those who are unable to get vaccinated for valid medical reasons.

Your Future Work Life

  • Fly anywhere we fly for free with your friends and family to explore the world
  • Hybrid working with flexibility in workplace and working hours to foster work-life harmony
  • Open office to collaborate, connect and share great ideas
  • Energetic and multicultural teammates from up to 50 nationalities!
  • Company-organized shuttle buses connecting the workplace with major locations in the HK Island, Kowloon and N.T. 


Apply now to make YOUR MOVE!

Advertised: China Standard Time
Applications close:

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