Job Description

Position Title
Regional Head, Malaysia & KLIA Hub
Reporting To
Senior Manager, Line Operations Management
Role Purpose
The Regional Head, Malaysia & KLIA Hub is responsible for ensuring safe, secure, and cost-effective airport operations including both passenger and cargo services across all Malaysia stations and KLIA Hub. This role is accountable for regulatory compliance, operational efficiency, and delivering an exceptional customer experience. The position serves as a key liaison with airport authorities, government agencies, and ground handling partners to uphold service standards.
Key Accountability

• Oversee ground handler performance at all domestic stations and KLIA, ensuring full compliance with Service Level Agreements (SLAs).
• Implement and maintain risk management programs for ground operations in alignment with safety, security, and company standards.
• Ensure strict adherence to all safety and security regulations to maintain zero-accident operations.
• Lead the development, implementation, and maintenance of Emergency Response and Business Continuity Plans.
• Act as the main point of contact with airport service Ground Handling Providers and internal and external stakeholders.
• Act as liaison person for any related matters pertaining Airport Authorities and Government Agencies for Malaysia and KLIA Operations
• Develop and execute delay, disruption, and diversion management plans.
• Direct and manage both passenger and cargo operations to ensure full regulatory compliance and alignment with KPIs focusing on business sustainability, resource optimization, cost control, and operational excellence.
• Manage and administer all Customer Touch Points to ensure targets set by Management are met.
• Actively participate in AOC, representing MAB Management by addressing operational constraints and issues related to KLIA and domestic stations and providing timely updates to Management on Airport Authority development plans.
• Prepare and manage the annual station budget exercising cost-control measures, ensuring that opportunities to optimize ancillary revenues within Airport Services control.
• Control operating expenses to ensure optimum usage of the resources and expenditures within the annual approved budget
• Ensuring compliance with regulatory requirements, operational efficient and seamless customer experience.
• Perform the personnel administration for direct reporting positions including selection, training, performance appraisals, resource planning, employee development and implement necessary controls and ensure compliance with labor laws.

Qualification & Working Experience

• Bachelor's Degree in any field
• Minimum 3 years in the aviation industry
• At least 2 years in an airline management role
• Minimum 5 years of relevant experience in airline airport operations/services

Skills & Knowledge

• Strong organizational, negotiation, and decision-making abilities
• Strategic thinking with adaptability to dynamic business needs
• Effective under pressure, with strong leadership and management skills
• Proficient in producing analytical reports to support data-driven decision making

Key Challenges

• Ensuring consistent, high-quality service delivery by ground handlers
• Maintaining full compliance with safety and security regulations and policies
• Meeting or exceeding customer expectations in a high-pressure operational environment

Skills Required