To monitor service delivery standards of the company, and to ensure all operations are to be carried out in accordance with the company’s standards and stipulations.

To incorporate the operating procedures for the company and enforce and revise such from time to time.

To recommend and implement programs and procedures for services improvement.

To direct and examine relevant performance statistics and surveys for the company and customer airlines.

To direct relevant internal quality assurance and coordinate of performance check.

To arrange and coordinate with customer airlines and various departments for customer airlines audits.

To liaise with all customer airlines and attend relevant meetings for services improvement and related.

To assist Head of Quality in implementation quality system requirements in line with the corporate quality policy including the effective definition of the organization and relevant charts and terms of reference for all operational support activity consistent with corporate policy.

To coordinate with customer airlines and Airport Authority for organizing emergency exercise and to direct and monitor implementation progress.

To design and implement Emergency Response and Business Continuity Programme. Maintain and revise such from time to time.

To assist Head of Quality to design and implement an internal audit oversight programme covering all internal functional activities and quality, safety & security related processes in line with corporate policy.

To work with all relevant department and section heads to create relevant documented procedures and policies manuals in-line with corporate policy that complies with ISAGO, CEIV, Cargo iQ and other industrial standards, local regulatory requirements and industry best practice.

To identify and rationalize the system of manuals and related documentation in line with corporate policy.

To implement an effective document control system in-line with corporate policy including format, distribution and revision control including an emphasis on electronic delivery.

To implement an effective records management system in-line with corporate policy including generation, retention, storage, archiving, retrieval and disposition.

To implement regular management reviews with department and section heads including quality system performance for feedback to subsidiaries’ accountable executive and HQU in a timely manner.

Represent the department in the IATA Safety Audit for Ground Operations (ISAGO) as an auditee including the effective project management of ISAGO Standards implementation.

The ownership and assessment of operational activities to ensure ongoing conformance with the relevant recognized and industrial standards and representing the department during any external audit process.

Review and improve the applications of Standards and Recommended Practices to ensure its continuous effectiveness and suitability to the business needs.

To deal and make decision with pharmaceutical, perishable and live animals handling related quality issue, responsible person for pharmaceutical, perishable, live animals handling operation and approver of relevant training materials.

Any ad hoc duties as assigned by your superior.