Cathay Pacific

- Customer Services
- Customer Care Department
- Permanent
- Mumbai, India
- Application deadline: 25 Jun 2026

Company Description :

- 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.

Role Introduction : 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.

Key Responsibilities :

- 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 explicit 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.

Requirements :

- 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).

Benefits :

- 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.

Personal & Application Information :

- 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.

📌 Customer Care Hub Manager (Mumbai)
🏢 Cathay Pacific
📍 Mumbai