Shirley Massyn
Summary
I am a highly skilled Airport Manager with 20 years airline experience and 12 years in a management role. I currently hold the position of Business Operations Manager for Cathay Pacific Airways at Christchurch Airport. I have extensive experience in leading a team in a fast-paced, safety and compliance focused operation. I focus on offering the highest standard of service thus creating the best airport experience for our customers. I have strong administration, time management, organizing skills, with minimal direction and under pressure as working for an airline you require these competencies on a daily basis.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Business Operations Manager
Cathay Pacific Airways
10.2023 - Current
- Lead the Cathay Pacific Port Relaunch Project at Christchurch Airport and ensure a successful resumption of flights
- Lead, support and encourage team to achieve port targets and objectives relating to safety, employment engagement, customer sanctification and finical deliverables.
- Manage and oversee suppliers to achieve operational excellence in a high pressure, dynamic and fast-paced environment.
- Make cost-conscious decisions and promote revenue generation
- Actively engage and manage external airport relationships in the best interest of the company - authorities, suppliers and service providers and other airlines
- Perform all administrative duties e.g daily and monthly reports, processing accounts and baggage claim settlements.
- Be analytical, able to organize daily tasks and mitigate any possible disruptions to the operation
Senior Airport Operations Manager
Cathay Pacific Airways
09.2019 - 08.2023
- Ensure the airport experience makes a difference for our customers, our people and the business
- Manage and ensure a safe, efficient, cost effective and timely airport operation
- Through people and team (including suppliers) deliver the best possible operation and airport service experience for our customers, all the time
- Perform all administrative duties e.g., Monthly Reports, Performance Appraisals, Baggage Claim settlements etc
- Prepare and constantly review local procedures or Diversion/Delay Handling/Disruptions and Emergency Procedures
- Achieve the Ground Handling performance targets set by Airport Services such as flight punctuality, check-in standards and baggage service standards
- Drive for continuous improvement and network alignment by managing all aspects of the Supplier relationship to the highest possible standards of quality and consistency
- Thoroughly plan and manage the station budget and airport related costs with all key stakeholders
- Represent Cathay Pacific's interests in the Airport Community and actively engage and manage external airport relationships in the best interests of the company.
Airport Services Manager
Cathay Pacific Airways
01.2007 - 08.2018
- To ensure that the airport operations in all areas run smoothly, in a cost-effective manner, conform with safety and security requirements and that customers are provided with the highest standard of service thus creating the best airport service experience for our customers
- Ensure that overall airport operations meet the airline standards, policies and procedures, satisfy local and international safety and security standards and conform with aviation regulatory requirements
- Keep the Airport Head Office and Country Manager informed of the current operational situation at the airport
- Ensure that both the staff and Handling Agent colleagues consistently provide the highest level of Customer Service and that they are equipped with the appropriate skills and knowledge to deliver the products and services in a professional manner
- Lead, motivate and create an enjoyable working environment that promotes and cultivate changes and openness with the team, foster excellent teamwork, sense of commitment and establish a development plan to enrich the team's performance.
Airport Services Supervisor
Cathay Pacific Airways
07.2006 - 12.2006
- Manage the assigned functions through effective advanced planning and allocating manpower and resources, oversee to ensure smooth operations that confirm with safety and security requirements
- Lead the assigned team and oversee to ensure that they interact with and provide excellent customer service and up to date with changes in the overall product and services
- Foster excellent team, sense of commitment, reliability and accountability within the Cathay Pacific and Ground Handling Agent Colleagues
- Oversee the performance of the handling Agent to ensure they deliver services and products at Cathay Pacific standards.
Customer Services Officer
Cathay Pacific Airways
01.2003 - 06.2006
- Perform daily functions to ensure that the operations run smoothly and conform with safety and security requirements
- Interact with Customers, Cathay Pacific team members and Handling Agent Colleagues to ensure that both internal and external customers provide excellent customer service
- Foster excellent Teamwork and team spirit within the Cathay Pacific Team and Handling Agent Colleagues
- Local Training Co-originator, arrange training flights with Head Office for local training requirements and conduct Check-in, Boarding and Customer Service Training and keep training records
- The Stock Controller for the Port, order and maintain the flight stock e.g
- Boarding cards and Baggage tags and keep records
- The Uniform Co-originator, order new and replacement uniform for the Cathay Pacific and Ground Handling Agent and keep records
- The Baggage Services Representative, oversee the baggage performance of the port and handle baggage claims.
Flight Controller
Swissport
11.2001 - 12.2002
- Perform flight control duties for the different flight handling e.g., flight editing, staff briefing and flight closure
- Supervise the check-in agents to ensure smooth running of the flight
- Supervise the arrival flight handling and assign tasks and duties to the staff
- Conduct system training for Lufthansa and Cathay Pacific Airways
- Management of staff punctuality and disciplinary procedures
- Supervision of staff performance, evaluation, workflows and staff allocation.
Passenger Services Agent
Lufthansa Group
01.2000 - 10.2001
- Offering professional and efficient check-in and boarding services to the passengers
- Meeting arrival flights and completing the task assign to you
- Gate Control duties and supervising the boarding team to ensure smooth handling of boarding procedures
- Completing post flight duties and compiling weekly Stat
Education
Diploma of Travel and Tourism -
Allenby Campus
01.1999
Skills
- Ability to Work At A Fast Pace
- Leadership
- Team Work
- Time Management
- Customer Service
- Interpersonal Sensitivity
- Results Focused
- Thoroughness
- Resilience
- Organised
- Problem Solving
- Communication Skills
- Computer Literacy
- Microsoft Office
- Team Leadership
- Project Management
- Effective Communication
- Data Analytics
- Contract Management
- Relationship building and management
Certification
Drivers Licence, 03/01/1999, 01/01/2028
Languages
English
Full Professional
References
References available upon request.
Timeline
Business Operations Manager
Cathay Pacific Airways
10.2023 - Current
Senior Airport Operations Manager
Cathay Pacific Airways
09.2019 - 08.2023
Airport Services Manager
Cathay Pacific Airways
01.2007 - 08.2018
Airport Services Supervisor
Cathay Pacific Airways
07.2006 - 12.2006
Customer Services Officer
Cathay Pacific Airways
01.2003 - 06.2006
Flight Controller
Swissport
11.2001 - 12.2002
Passenger Services Agent
Lufthansa Group
01.2000 - 10.2001
Diploma of Travel and Tourism -
Allenby Campus
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