Regional Manager Airport and Customer Experience, North Asia

Employment Type: Permanent
Contract Duration: 

Why you will love working here

At IATA, we represent over 350 airlines worldwide, striving to make aviation safer, smarter, more sustainable, and inclusive.

• Our Values are not just words on a page - they are the energy behind everything we do: ONE IATA - We collaborate across teams, TRUSTED - We do the right thing, INNOVATIVE - We make tomorrow better, INCLUSIVE - We embrace diverse perspectives.
• With over 30,000 courses available, we believe in continuous learning and support your growth in an ever-changing industry.
• Diversity, equity, and inclusion are our priorities. We are certified by the Equal Salary Foundation, offering equal pay and family-friendly policies.
• We encourage community involvement through volunteering and strive to make tomorrow better for aviation and our communities. We offer time off so you can support causes important to you.
• We promote work-life balance with flexible work options, including remote and hybrid work, a generous 'work from abroad' policy, and you get your birthday off!

About the team you are joining

Reporting to the Regional Director, Operations Safety and Security (North Asia), the incumbent will be responsible for delivering Airport and Customer Experience priorities for the region. These will primarily include leading the Airport charges & development, Passenger experience & facilitation, and Baggage operations agenda for the region, delivering on IATA campaigns, and providing regional input into IATA global related priorities. The Regional Manager will also be assigned additional responsibilities based on the wider IATA initiatives and North Asia targets.

What your day would be like

Airport Charges & Development

• Collect and maintain up to date information and intelligence on North Asia airports for the progress of development and charges.
• In coordination with the central team establish and maintain regular communications with major international airports to enable effective airport – airline community consultation and transparent information exchange between airport and airline community on airport development and charges topics e.g. major capital investment activity.
• Liaise with local airports to explore opportunities on airport infrastructure and innovation to promote IATA related activities i.e. digital and contactless travel, ground operations etc.
• Support the development of tools and guidance material as appropriate in coordination with IATA central team subject matter experts. Manage applicable regional special project(s).

Passenger and Facilitation

• Delivering Customer Experience and Facilitation priorities for the region. These will primarily include leading the Passenger Facilitation, Border Control and One ID agenda for the region, delivering on IATA campaigns, and providing regional input into the global Customer Experience and Facilitation priorities.  
• Lead strategic plans to implement IATA’s priorities on Customer Experience for the region which include One ID, Passenger Facilitation and Data exchange (API/PNR) programs and other Passenger experience related initiatives.
• Promote industry strategy and technology enhancements to enable airport processes using shared environments, always representing the interests of the airlines. 
  Ensure close communication with Border Control authorities on border measures and restrictions and coordinate IATA actions and responses. 
• Work closely with Member airlines, airports and with internal colleagues (country offices, regional and HQ) to ensure coordinated, coherent campaign strategies and implementation.
• Support team efforts to continuously improve, develop new skills, tools, and processes, enhance communications and reporting, etc.

Baggage Operations

• Ensure that the IATA baggage related standards, resolutions and best practices (under ground operation) are aligned with latest industry practices, trends, technological solutions, and regulatory aspects.
• Support the regional implementation of IATA standards and programs: including coordination with IATA country offices and HQ on topics related to baggage operations.
• Manage communication related to baggage operation/innovation, updating websites, marketing & implementation campaigns.

Events support

• Facilitate to organize regional events: workshops, working groups in Airport and Customer Experience related initiatives.
• Any other duties and responsibilities as may be assigned by Regional Director from time to time.

We would love to hear from you if

• You have a university degree in Economics, Accounting, Science, engineering, or another relevant field.
• At least 8 working experience with 5 years of aviation experience in charges, airport development, passenger or baggage processes at airports, especially in the areas of ICAO guidance, current industry and technology trends like biometrics, and airport and airline procedures.
• North Asia experience and familiarity with key aviation stakeholders in the region
  Strong and proven negotiating and lobby/influencing skills.
• Strong analytical and logical ability.
• Diplomacy for dealing with high-level government contacts, senior management in industry, etc.
• Organizational and personal skills to deal with many unrelated matters concurrently
  High level of competence in use of standard office automation systems.
• Strong communication skills, both oral and written.
• Excellent command of written and spoken English and Chinese.

Travel Required: Y: 20%