Operations Supervisor - APAC at Accommodations Plus International – Cathay City

Summary
The APAC Operations team provides 24-hour coordination and execution of client crew accommodation requests. In coordination with other departments, the Operations Supervisor ensures that the Operations team delivers efficient and timely completion of client requests while maintaining a strong focus on providing professional, courteous and friendly service to our valued customers. This is a critical position in assuring that all client accommodation and transport requirements are satisfied in line with contractual Service Level Agreements (SLA).

The Operations Supervisor facilitates problem resolution associated with planning, scheduling, systems and applications. Ensures that the Operations team successfully resolves issues such as delays and changes arising from unforeseen circumstances.

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide leadership and oversight of daily APAC operations across all products (ACES, DPAX, Duty Travel, Crisis Management/Emergency Response), coordinating closely with other API operations teams globally.
• Lead, coach, and support all APAC Operations Agents (onsite and remote) to ensure high performance, availability, and effective client service.
• Monitor team productivity and service quality across all channels (queues, emails, calls, chat), including conducting audits and reviewing call recordings to provide feedback and drive continuous improvement.
• Establish and maintain effective communication with client operational departments to ensure service expectations are met.
• Identify training needs and assist with the development and delivery of training programs to maintain high standards of service and compliance.
• Maintain and update operational processes, SOPs, and quality measures, ensuring adherence to API and client requirements.
• Review airline relocation requests and monitor weather reports, events calendars, and market conditions to proactively support operations.
• Investigate and resolve escalated client or operational issues, ensuring timely and professional resolution.
• Maintain a chronological shift log to capture key operational data, including actions requiring leadership involvement.
• Follow appropriate reporting and escalation procedures for any technical issues (ACES, DPAX, IT Systems), tracking outcomes to resolution.
• Monitor Daily Issue Logs (DIL), MCC (MyCrewCare) feedback, and other reporting tools to identify trends and recommend improvements.
• Monitor and ensure completion of internal and client reports in line with API policies.
• Collaborate with the APAC leadership team and other departments to resolve operational challenges.
• Engage and motivate agents by providing statistical feedback and coaching, addressing performance issues when necessary.
• Monitor and control departmental expenditures, including ad hoc costs caused by errors and discrepancies.
• Review, monitor, and resolve system discrepancies and operational gaps.
• Build and maintain an effective team roster, ensuring all leave requests are managed appropriately to maintain optimal operational coverage.
• Perform other duties as assigned to support API's operational goals and client commitments.

Required Skills

• Proven ability to build strong relationships and foster collaboration within a fast-paced, dynamic team environment.
• Strong leadership and interpersonal skills, with the ability to influence and motivate others.
• Solutions-oriented mindset with a strong focus on client needs and service excellence.
• Maintains a positive, proactive attitude and takes ownership of outcomes.
• High detail-oriented with exceptional organisational and time management skills.
• Agile problem-solver, able to adapt quickly to changing priorities.
• Skilled in process management and continuous improvement.
• Excellent written and verbal communication skills, with the ability to engage diverse stakeholders.

Education and Experience

• Bachelor's degree (or equivalent) preferred.
• Minimum three years' experience in a call centre, airline operations control centre, API operations centre, or crew scheduling environment preferred.
• Hands-on experience in ACES and DPAX systems is highly desirable.
• Strong judgement and decision-making skills, with the ability to weigh risks, costs, and benefits and exercise discretion appropriately.
• Advanced critical thinking abilities, using logic, data, and analysis to assess challenges and develop effective solutions.
• Demonstrates experience in motivating, developing, and leading individuals and teams to achieve organisational goals.
• Exceptional communications skills across verbal, written, and non-verbal modes, with strong active listening abilities.
• Proven ability to identify problems, determine root causes, and implement solutions while maintaining day-to-day operational continuity.
• Solid technical knowledge and awareness of current trends and developments in airline operations or related disciplines.
• Collaborative team builder, with the ability to foster strong internal relationships.
• Proficient in Microsoft Word, Outlook, Excel, Teams, PowerPoint and Slack.

Position Type and Expected Hours of Work
Full-time, four days on, three days off, including public holidays and weekends that may fall on your rostered workdays.

Supervisor Responsibility
This position has leadership responsibility for Operations Agents, Remote Agents, Client Onsite Agents, and other non-exempt team members within the Operations Team.

Travel Requirements
This position may require some travel, approximately 2-15 days per year.

Who We Are

API is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. API’s proprietary technology, mobile solutions and our experienced team are positioned to offer our clients a complete, end-to-end platform that integrates seamlessly into their process. We are looking for dynamic, creative, and tech savvy individuals to join our team. If you are passionate about hard work, providing impeccable service, technology, and solutions to our clients then API may be a great fit for you!

Other Duties

Duties, responsibilities and activities may change at any time according to business needs.

The performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO).

Work Environment

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.

AAP/EEO Statement

Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.