Richard Mak Email & Phone Number

London, England, Gb

London, England, United Kingdom

Overseeing cargo operations in 16 stations across the UK and Ireland, comprising 9 flight stations and 5 trucking stationsImplementing, establishing, and monitoring standard operating procedures (SOP) and service level agreements (SLA) with Ground Handling Agents (GHA) to ensure seamless cargo operations. This includes streamlining policies with GHA staff to maintain procedures in the absence of cargo staff.Conducting weekly reviews of GHA performance, discussing KPIs such as safety, security, CIQ, and OTP in SLA meetings. Minimizing discrepancies and non-conformances to reduce claims, penalties, and increase customer satisfaction while reducing carrier liabilityImplementing developed strategies to enhance services and reduce operational unit costs in the region.Liaising with CAA for obtaining necessary permissions (e.g. Landing permit) and ensuring compliance with regulatory issues related to cargo and freighter operationsRegularly visiting stations for warehouse handling inspections and audits, ensuring compliance with safety and security standards, and proper handling of special products (Pharmaceuticals, Perishables, Vehicles, Live Animals, Engines, Lithium Batteries, Dangerous Goods, Mail, Courier, etc)Handling Freighter Turnaround, crewing, weight and balance, flight planning document preparation, and PDU operationsConducting regular inspections and audits for ramp handling at various stations, ensuring compliance with safety and security standards, and proper handling of special loads (Temp. and time-sensitive cargo, Vehicle loading, Horses and AVI, Floating Engines, Oversized cargo, 74F nose operation, etc)Ensuring operations staff/GHA staff at the station follow mandatory training requirements and possess valid licenses to handle cargo (DG, LAR)Travelling across the region for charter flights handling, including full horse charters and Formula 1 race car movementsCoordinating trucking operations within UK and EUULD ControlCargo Tracing

Hong Kong

Oversaw daily cargo operations in Hong Kong and Macau.Spearheaded the establishment of the MFM station for warehouse and freighter operations.Traveled across the region to provide operational support and manage charter flight handling.Developed Standard Operating Procedures (SOPs) for QR Freighter turnaround in coordination with the head office and the broader network.Supported audit preparation processes, including QCAA and TSA audits, in both HKG and MFM locations.Implemented advanced spreadsheet formulas (e.g., VLOOKUP) to automate post-flight reporting, significantly boosting daily operational efficiency.Led freighter ramp turnaround operations, ensuring zero controllable flight delays and minimizing the impact of uncontrollable factors.Optimized cargo warehouse operations to enhance ULD (Unit Load Device) and aircraft space utilization.Provided expert guidance to the sales and customer service teams regarding special loads, oversized cargo, and Dangerous Goods (DG) inquiries.Conducted regular performance reviews with ramp handling agents and cargo terminal operators to ensure adherence to SLAs, focusing on space utilization, punctuality, safety, and security standards.Prepared comprehensive daily and weekly flight performance reports for strategic management review and analysis.

Hong Kong

Monitor the flight schedules Freighter load control, prepare load and trim sheetFlight operations, prepare flight plan and file to ATCRamp coordination, catering, crew transport, refuelling, aircraft service equipment Crewing and hotel booking Provide AOG updates and special requirements to customer airline head office

Hong Kong

Perform Load Control & Ramp-Coordinators dutiesPrepare necessary flight dispatch documentationRelease post flight messages LDM CPM UCMFulfill the request from customer airlines and ensure on time performance

Hong Kong

Handle passenger check-in service and boarding gate operations

Hong Kong

Handle passenger check-in service and boarding gate support