The monarchy departed Hong Kong some time ago when the British packed up the Union Jack, and the former Crown Colony became a special region as part of greater China.
     But today at Hong Kong International Airport, the busiest air cargo airport on the planet, Lillian Chan rules as Queen of Hong Kong Air Cargo—and the rest of China as well, for that matter.
     Interestingly, Lillian is actually the second woman in a row to head up the cargo fortunes at HKIA after her predecessor Dora Kay apparently got an offer she couldn’t refuse and moved to Canada to work for the airport authorities there.
     Sure, it is a tough year all around.

     But in the face of the challenges, what’s a ‘big’ job in air cargo?
     How about executive director of the largest freight handler at the biggest cargo airport in the world?
     That’s the current role of Lilian Chan, one of the first ladies of the air freight industry and a ten year veteran of Hong Kong Air Cargo Terminals Limited (Hactl) where she heads up commercial and business development and sales.
     She calls her job “supporting airlines’ competitiveness and development through the utilization of seamless one-stop cargo and logistics support solutions” provided by Hactl and its wholly-owned subsidiary, Hong Kong Air Cargo Industry Services Limited.
     “I find that it is great fun and at the same time a huge challenge to work in a unique, vibrant, and fast growing industry, and very satisfying to be able to work in such a successful company like Hactl.”
     Dealing with daily events, which can have a huge impact on clients’ business, is one of Lilian’s core challenges. “Our customers count on us to mitigate these potential crises and minimize loss,” she said. “Long term, we also work on strategies for customer retention and sustaining customer loyalty.”
     Hactl is facing a number of strategic challenges, the most serious of which is the shifting role of Hong Kong on the world air cargo map and the growing competition that mainland airports in China are now posing.
     “As China invests more in building modern mainland airports, and as China's carriers develop their networks and employ larger, longer-range aircraft, Hong Kong's role of the past 40 years as a transshipment gateway between China and the rest of the world will inevitably diminish,” she explained.
      “We will lessen the impact of this trend on Hactl by building up our road feeder services to and from the Pearl River Delta region.
     “This will enable our client carriers to continue to use Hong Kong as an effective hub to serve this dynamic industrial region, without needing to operate to additional airports in mainland China, or provide onward flights from Hong Kong, or look for interline opportunities.”

     Hactl itself will face increased competition with the award of a third handling concession at Hong Kong to Cathay Pacific. “I am helping the company to prepare by ensuring our service standards are of the highest level,” she said. “IT can be a major enabler in this area.
     “I have acted as an interface between our customers and the steering group during the development of our new third-generation operating system, COSAC-Plus, to help ensure it meets and exceeds customer expectations.
     “COSAC-Plus went live at the end of last year after almost three years of development and a US$25 million investment.”
     Apart from entrenching Hactl’s position at HKIA, Lilian is also helping the company seek out other areas for growth.
     “Hactl and Hong Kong have played a major part in each other's success stories for 35 years,” she said. “I believe Hong Kong still has a bright future as a major regional air cargo hub, and we certainly intend to retain our status as its largest independent handler. But Hong Kong alone may no longer be big enough to support Hactl's sustained growth, and I will play a key role in helping the company to evolve by identifying and exploiting new opportunities in other markets.”
     Lilian’s job helping to forge Hactl’s future was hard won. Before joining Hactl in 2001, she worked for a franchise company at HKIA that specialized in ground support equipment maintenance and repair services. “I took charge of commercial marketing and was responsible for all commercial negotiations, contracts, and principal relations,” she said.
     She also holds a Master of Arts and a Master of Business Administration, and she is a Chartered Company Secretary of the UK’s Institute of Chartered Secretaries and Administrators (ICSA) and of the Hong Kong Institute of Chartered Secretaries (HKICS). And just for good measure, she is also a fellow of the Chartered Institute of Marketing (CIM) in the UK and a Chartered Member of the Chartered Institute of Logistics and Transport Hong Kong (CILTHK).
     Irrespective of qualifications, some social theorists claim it is even more difficult in Asia than in Europe or the U.S. for women to succeed because of the extra emphasis placed on the extended family and the effort women are expected to put into caring for family, including parents. Lilian admits she is quite often the only female in meeting rooms or speaking at conferences, but believes the theory does not hold true in enlightened Hong Kong, and is also changing across the aviation industry.
     “Hong Kong, as an international city, focuses on equal opportunity for both females and males. Nowadays, it is not rare to see women working while men take care of the family. I actually see myself as very fortunate indeed to have been offered so many chances to test my skills, fulfill my aspirations and, needless to say, opportunities for career advancement.
     “Even though air cargo is a male-dominated industry, women can perform all tasks just as well as men, especially in the area of commercial, marketing and customer service.
     “The situation is improving gradually, with more ladies engaged in sales and marketing roles within the industry.”
     Asked if she would encourage a female family member to follow her into air cargo, she responded: “I haven’t really thought about that, but why not? Maybe not just air cargo but also the broader aviation industry.”
     She relaxes from her intense daily work schedule by engaging in activities that are pressure-free. “I go for a spa, watch a comedy, watch funny videos, try out good restaurants and good food with family or friends.
     “On a more serious note, another thing that I like is to read columnists in newspaper and journals, read about the success of others, and try to work out the success formulas, then think of how those can be applied to myself.
     “Deep-rooted in me is always a very strong determination to succeed. I find that particularly strong in me. To be honest, if my work is just routine and repetitive, I don’t believe I am willing to work in the same company for 10+ years.
     “But what Hactl, and the cargo industry, has given me over the years are many, and yet more, challenges and opportunities. That I have to say is very much the driving force within me that fuels me every day.
     “For me, being a female has never been a constraint. It is a very essential part of me that enables me to stand on par with my counterparts.”
SkyKing

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