Executive - Operations (Airport Performance Management - CEM) MASB

Job Description

POSITION GENERAL SUMMARY
Coordinate the implementation of ASQ and AACSPP initiatives and assist in the implementation of the Customer Experience Management (CEM) plans in driving an enhanced customer experience at MASB airports.

ESSENTIAL POSITION FUNCTIONS

• Consolidate, validate, and follow up with airports on QoS data submissions.
• Review submissions for completeness, consistency, and accuracy of QoS metrics.
• Analyze data from MAVCOM audits to identify improvement areas and support action items.
• Support airports in implementing initiatives to enhance or maintain QoS performance.
• Gather and organize data/documentation for MAVCOM’s QoS framework at MASB airports, ensuring timely responses to stakeholders.
• Attend the MASB Monthly Performance Meeting, ASQ Retrospective Steering Committee, and Service Quality Council meetings, providing data insights and updates
• Coordinate monthly/quarterly presentation decks for these meetings.
• Follow up on monthly ACSPP and Operational Efficiency data from airports.
• Enter monthly service level performance data into the MAPR dashboard.
• Prepare the quarterly complaint index report to track passenger feedback trends.
• Track STARdesk implementation across MASB airports
• Gather requirements from airports for the implementation of CUPPTS and SSBD.
• Assist in contract-related administrative tasks, including documentation and data organization.
• Maintain and update the tracker of airline signing statuses for the Airport User Agreement.
• Execute the onboarding process for new CEM ambassadors.
• Ensure proper filing and organization of all documents.
• Assist in co-leading the implementation of the CEM strategy to ensure effective plans for enhancing passenger journeys.
• Support the rollout of strategic solutions at MASB airports, focusing on passenger benefits

Key Challenges

Keeping updated on industry trends and best practices in airport passenger experience and management to support continuous improvement initiatives.

Skills

• Proactive, objective driven and able to work independently within stipulated timeline
• Able to communicate with peers, seniors and junior colleagues
• Good language and communication skills (English & Bahasa)
• Good understanding on the dynamics of customer service management.
• Well presented and follow grooming SOPs.
• Team player.
• Able to execute initiatives under minimum supervision.
• Competent in reading numerical/ statistical data and ability to transform it into contextual information.
• Approachable and effective in managing challenging situations.
• Passion for Excellence.

Relevant Industries

External

• Degree holder with minimum CGPA 3.0 and minimum 1 year relevant experience.

Education

Bachelor Degree preferably in Customer Experience Management / Hospitality/ Communications/Social Science or other fields related to service industry

Additional Information

Open for Malaysian citizens only.
Please be reminded that only online applications will be entertained.
Applications should reach us no later than 27 January 2025
Only shortlisted candidates will be notified.