Job Description

POSITION GENERAL SUMMARY

• To execute all required task for ongoing operational, terminal facilities, administrative, and customer service activities to ensure a high level of customer service is deliver in terminal operations as per outlined by company service level agreement

ESSENTIAL POSITION FUNCTIONS

• Monitor the operations within Contact Pier and coordinate with related agencies and units, to ensure smooth flow of passengers at Contact Pier.
• Ensure all facilities are serviceable and well maintained. To take necessary actions on facilities that was reported faulty in skybridge
• To manage/ coordinate/liaison with others agencies for any events,crisis, or emergencies at skybridge.
• Supervise the performance of the Terminal Operations staffs that are under his/her jurisdictions.
• Liaise with klia2 stakeholders: goverment agencies, airlines, ground handlers.
• To prepare and compile reports on terminal operations and facilities (Contact Piere) to SE Ops.
• To manage customer complaint and feedback with good manner in order to ensure customer satisfactionTo handle VVIP movement at klia2 accordingly

Key Challenges

• Ensure services / facilities provided are exceeding passengers\' expectation.
• Ensure high score in ASQ elements that related to customer service functions

Working Relationship

WHO

FROM

PURPOSE

• Duty Manager

• AOCC

• To report and update on any problem that interrupt terminal operations and airport users

• Duty Manager

• Airlines / Ground Handler

• To liase and update their needs on day to day operation. Also control and monitor their operations so taht the terminal operations run smoothly

• Officer Incharge

• Government Agencies

• Support if they required assistance on day to day operations with regards to terminal operations

• Duty Executive

• Other Department

• Update and follow up on any issues relate to day to day terminal & airport operations.

Dimension

Competencies

Change and Innovate - Continuous Improvement

Courage to Excel - Courage

Change and Innovate - Innovation

Courage to Excel - Work Standards

Commit to Win - Business Acumen

Courage to Excel - Managing Work

Coach and Nurture Talent - Continuous Learning

Communicate and Collaborate - Communication

Communicate and Collaborate - Collaborating

Customer Centric - Customer Orientation

Skills

• Ability to be a leader and work in group
• Good communication and interpersonal skill
• Able to communicate with people from various level of positions
• Willing to work outside normal working hours.

Relevant Industries

INTERNAL

• Diploma with minimum 2 years relevant working experience in supervisory role
• STPM/Certificate with minimum 3 years relevant working experience in supervisory role
• SPM with minimum 5 years relevant working experience in supervisory role

Education

INTERNAL

• Degree in any discipline preferably in Airport Operations Management or
• Diploma in any discipline preferably in Airport Operations Management or
• STPM/Certificate in Aviation Management/Airport Management or
• SPM with Bahasa Malaysia - Credit, English-Pass, Mathematic-Pass

EXTERNAL

• Degree in any discipline preferably in Airport Operations Managemen

Malaysia Airports