Breaking Barriers: Meet Yvonne So, Head of Operational Excellence at AAT in Hong Kong

Breaking Barriers: Meet Yvonne So, Head of Operational Excellence at AAT in Hong Kong

At the SATS Group, we are proud to foster a work environment where everyone—irrespective of gender—can succeed. From female ramp agents in Singapore to warehouse agents in Belgium, we believe every staff member’s story adds to a culture of inclusivity at our offices around the world.

Let-s meet Yvonne. In her role as Head of Operational Excellence at Asia Airfreight Terminal (AAT) located in Hong Kong, she has dedicated almost 20 years to overcoming obstacles and establishing standards in the air cargo sector.

Yvonne So, Head of Operational Excellence, Asia Airfreight Terminal (AAT)

Yvonne is not only spearheading the movement for operational excellence at AAT; she is transforming the definition of leadership in logistics, a field typically dominated by men.

AAT, a SATS subsidiary handling cargo in Hong Kong

Asia Airfreight Terminal's office and warehouse

Situated at Hong Kong International Airport (HKG), AAT has been a fundamental part of the global logistics network since 1998. Driven by the mission “to consistently be the top air cargo terminal globally,” AAT offers airlines a variety of services, including physical cargo handling and documentation processing.

This mission goes beyond transporting goods; it encompasses innovation, dependability, and flexibility. AAT consistently invests in advanced technology, a talented workforce, and innovative management practices to maintain its edge in the rapidly evolving logistics industry.

Yvonne is at the forefront of fulfilling such a mission. She manages the Operational Excellence and Customer Services Administration departments, ensuring AAT not only meets but surpasses industry benchmarks. “My team and I make sure everything operates smoothly while complying with strict regulatory and operational standards,” she explains. “We serve as the foundation of AAT’s activities, operating behind the scenes to provide a smooth experience for our partners and stakeholders.”

Being a member of the broader SATS Group enhances AAT’s influence. “Backed by the strength of the SATS network, we’re developing a logistics ecosystem that’s efficient, innovative, and interconnected,” Yvonne shares.

Yvonne’s journey at AAT

Yvonne started her career at AAT in 2005 when she came on board as an operational analyst. In this role, she immersed herself in upholding ISO 9001 management standards, conducting both internal and external audits, and also translating procedure manuals to help her team overcome language barriers.

“It was a position that required great attention to detail, yet it was fulfilling,” Yvonne recalls. “I felt a sense of pride witnessing how the efforts created an impact, even in a field where women are under-represented.”

Read also: Meet the women defying stereotypes on the ramp

Throughout the years, Yvonne significantly contributed to securing numerous esteemed certifications for AAT, such as ISAGO, HKAEO, EU RA3, GDP for pharmaceutical shipments, and IATA CEIV Pharma. These accomplishments were not only significant for AAT but also reflected Yvonne’s commitment to excellence.

“The early part of my career at AAT provided me with an extensive insight into air cargo operations and compliance,” she states. “It further inspired me to cultivate a passion for quality management systems.”

Currently, as the Head of Operational Excellence, Yvonne oversees the seamless functioning of operations, adherence to regulations, and business continuity. She observes that the logistics environment is continually changing. “The obstacle is to keep up with these changes while upholding exceptional levels of performance and efficiency.”

Operational excellence at AAT covers enhancing processes, adhering to regulatory standards, and promoting innovation

Operational excellence in cargo handling

For Yvonne, operational excellence represents more than a department title—it embodies a mindset. “For me, operational excellence revolves around three key aspects: consistently enhancing processes, remaining proactive with regulatory compliance, and promoting innovation.”

Her team quantifies success through concrete metrics, including enhancements in efficiency, compliance indicators, and stakeholder contentment. “It’s more than simply checking off boxes,” Yvonne shares. “We ensure our efforts translate into real value for our clients, partners, and the wider logistics network.”

One of Yvonne’s most significant achievements is her role as a task force member in the deployment of the COSYS+ cargo management system. Her involvement covered every important stage, from initial design and planning to thorough testing, trials, training, and seamless transition management.

COSYS+ optimised workflows, boosted operational efficiency, and strengthened stakeholder connections. “This project was challenging as it required effective coordination with stakeholders like regulators, airlines, agents, and various internal departments. My experience with the previous generation of CMS implementation proved invaluable, as it deepened my understanding of the complexities and enhanced my skills in managing stakeholder relationships,” Yvonne reflects. “Witnessing it take shape was extremely gratifying. It showcased our potential as a team.”

The team behind the COSYS+ cargo management system implementation at AAT

Female leadership in logistics

In a field where women frequently represent a small percentage, Yvonne is dedicated to creating a welcoming and encouraging workplace.

“I prioritise empowering my team to be proactive and pursue new strategies,” she states. “I think excellent ideas can originate from any source, and it’s my responsibility to foster an environment where everyone is at ease sharing their thoughts.”

Her approach to leadership is based on equilibrium. “I believe in putting in effort and having fun,” Yvonne expresses. “We confront challenges directly, but we also make sure to recognise our achievements.” That equilibrium maintains the team’s motivation and involvement.

Yvonne with her team at the AAT Annual Dinner 2024

This philosophy goes further than just her job environment. Outside office hours, Yvonne goes hiking, reading, and spending time with friends and family. She smiles and says, “These moments enable me to rejuvenate and present my best self at work each day.”

Looking ahead, Yvonne feels thrilled about the part she and her team will have in influencing the cargo industry’s future in the region. “I feel privileged to be included in this journey,” she finishes. “The journey isn’t finished, and I am eager to discover what awaits AAT and the SATS Group.”

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