Reports To

Role Purpose

Key Accountability

• Establish and manage Systemwide stations' operating performance, compliance to regulatory / safety requirements while also achieving financial goals. Administer and monitor station within in ensuring conformity to Malaysia's Civil Aviation Regulations (CAR 2016) and Local Authorities regulations pertaining to occupational health, operational safety and environment laws applicable to Malaysia Airlines (MAB), customer airlines and also the service providers.

• Perform thorough analysis on each ground touch points performance and identify new opportunity to improve safety, customer experience and reduce cost

• Liaise with Regional Head and Assistant Regional Head to ensure smooth handling of Malaysia Airlines (MAB) passengers, aircraft and cargo. Conduct periodical audits on ground handling agent's performances. Perform Assistant Regional Head role as and when required.

• Establish and implement monitoring and tracking mechanism on stations KPI namely, OTP, Mishandled Baggage, Excess Baggage Collection, CSI etc, to ensure highest possible quality of service , meet or exceed corporate target on OTP and customer satisfaction. Measure, track and monitor Airport Services related cost and charges and maximum cost efficiency with effective SLA management.

• Responsible to review, update, obtain approval and publish Station Head Manual (SHM) through MAG Document Management System. Update Regional Management section in AS Management Manual.

• Manage, monitor and analyse baggage handling performance and ensure completion of MAB proration processes are inconformance to IATA an MAB standard.

• Manage and monitor safety and security implementation plan at international stations to ensure compliance to the safety requirements and organisational procedures, accurate reporting and recording of information.

Qualifications & Working Experience

• Degree in any field of study with 5 years of working experience in aviation industry.

• Diploma in any field of study with 7 years of working experience in aviation industry.

Skills & Knowledge

• Extensive knowledge of Airport Services functions and key activities including technical, regulatory, company standard and operational related matters.

• Ability to analyse and interpret codes and information and use information to maximise when planning, organising and supervising the work of others and setting priorities.

• Ability to work with the team, senior management and stakeholders as required and making effective decisions to maintain operational standard, commercial performance and customer satisfactions.

• Able to manage and monitor performance against standards and, investigating and addressing poor performance, anticipating future trends and adapting products and procedures to ensure consistent overall performance.