Job Description

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 - 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.
• Possess self-management, proactive, flexible, organised, attention to detail & efficient attitude/character.
• 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\'s 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\'s 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.

Malaysia Airports