POSITION GENERAL SUMMARY To monitor staff adherence to Standards and SOP. ESSENTIAL POSITION FUNCTIONS
Coordinate and Planning of internal audit activities.
Assist in establishing standardised performance metrics (measurement and criteria) for internal audit activities.
To perform service audit for all Touchpoints at KLIA and klia2 based on the established measurements and criteria.
Monitoring of Standards and SOP compliance of staff based on the set Departmental Standards and associated SOP.
Monitoring of all surveys and checklist for CEM - ensure completion and to also compile and analyse results and report to SE.
Perform data analysis for all completed audit exercises, includes measuring its effectiveness to determine area for improvements.
Internal auditor within and for CEM.
Management of service dashboard for CEM \xe2\x80\x93 personal, shift team, unit / division.
Reports, meeting minutes, memo and Letters writing.
Key Challenges
To effectively and efficiently manage relevant standards and its compliants of CEM department.
Able to work effectively with peers, senior and junior colleagues and other stakeholders.
To professionally resolve issues escalated by staff, passengers and stakeholders.
Working Relationship
WHO FROM PURPOSE
Senior Manager
Customer Experience Management
To report all activities pertaining to job related matters.
Escalate challenges to Senior Executive / Senior Manager, if any.
CEM Staff
Customer Experience Management
Coordinate, communicate and process any office administration related matters to/for CEM staff.
Manager / Senior Executive / Executive / Officer
Other division within MAHB
Coordination and other related matters.
Airport Users
Customers, Airlines, Retailers
To assist when required.
External Parties
Vendors / Contractors
Coordinate for smooth operations
Dimension
Number of staff to engage with within the department: 201
Competencies
Change and Innovate - Continuous Improvement Change and Innovate - Innovation Coach and Nurture Talent - Continuous Learning Commit to Win - Business Acumen Communicate and Collaborate - Collaborating Communicate and Collaborate - Communication Courage to Excel - Courage Courage to Excel - Managing Work Courage to Excel - Work Standards Customer Centric - Customer Orientation
Skills
Excellent interpersonal, written and communication skills (multilingual is an advantageous).
Strong organisation skills with a problem-solving attitude. Able to make decisions / provide solution to keep the office functioning and support the operations team.
Ability to multi-task and work under pressure with tough deadlines.
Able to execute initiatives under minimum supervision.
Possesses leadership qualities to lead a team and a great team player.
Possess a pleasant and professional attitude when dealing with peers, senior and junior colleagues and other stakeholders.
Relevant Industries
INTERNAL
Bachelor\xe2\x80\x99s Degree
Diploma with 2 years relevant working experience in Supervisory role
Certificate / STPM with 3 years relevant working experience in Supervisory role
SPM with 5 years relevant working experience in Supervisory role
EXTERNAL
Bachelor\xe2\x80\x99s Degree with 1 year relevant experience.
Education
Bachelor Degree/ Diploma preferably in Business Administration/ Management / Customer Experience Management/ Hospitality or other related fields.
Additional Info
Open for Malaysian citizen only. Please be reminded that only online application will be entertained. Applications should reach us no later than 24 February 2023. Only shortlisted candidates will be notified.
Job Segment: Internal Audit, Data Analyst, Manager, Finance, Data, Management
Beware of fraud agents! do not pay money to get a job
MNCJobz.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.