Position Title

Station Head

Report To

Regional Head

Position Summary

Station Head is responsible and accountable to manage, plan and monitor the overall ground operations at the respective station to ensure Malaysia Airlines operates in a safe, secure, and in full compliance with all regulatory requirements, company policies, and SOPs. Station Head is also responsible to ensure consistent service delivery in accordance with the company’s set service standards and meet or exceed the company’s KPIs related to On-Time Performance (OTP), Mishandled Baggage (MHB), Document Violation, Customer Satisfaction Index (CSI) and financial targets.

Key Accountability

• Oversee and manage all ground operations at the airport, ensuring full compliance with safety, security, and regulatory requirements, as well as adherence to airline policies, procedures, and operating manuals.
• Provide oversight for all outsourced functions performed by Ground Service Providers (GSP) and vendors, ensuring alignment with service agreements.
• Ensure delivery of airline products and services at all ground customer touchpoints meets and exceeds service quality targets.
• Manage and oversee airport operations, including documentation, record keeping, training, manpower management, GSP performance and contracts, Service Level Agreements (SLAs), customer service, risk management, operational disruptions, crisis handling, financial reporting ands other relevant functions as outlined in the Ground Operations Manual.
• Facilitate effective communication and engagement with stakeholders to support operational efficiency and service quality.
• Drive continuous improvement, optimize airport resource utilization, and ensure timely and accurate reporting of all airport activities and performance metrics.
• Lead and execute to ensure achievement of target outlined in approved Corporate and Airport Services Annual Business Plan at Station.
• Creates, maintains and ensures a conducive and positive working conditions aligning to MAG culture while ensuring safe working environment for all staff and GSP.
• Perform any other duties as required by Regional Head / Management / stipulated in the Ground Operations Manual (GOM) to support the smooth running of airport operations and ensure alignment with organizational goals.

Qualification & Working Experience

• Degree in any field with 3 years of experience
• Diploma in any field with 5 years of experience

Area of Experience

• Extensive knowledge of Airport Services functions and key activities including technical and operational related matters.
• Ability to collaborate with teams and stakeholders, make decisions in the absence of leaders, and maintain operational standards, commercial performance, and customer satisfaction.
• Able to monitor performance, address issues, and adapt to future trends to ensure consistent overall performance.

Personality Traits

• Ensure the consistent delivery of high-quality services across all aspects of the station’s operations, maintaining accountability for service standards.
• Manage and control funds, account receivables, payables, and costs within the approved budget, while ensuring compliance with communication, statutory, and legal requirements.
• Establish and maintain strong relationships with key personnel in government agencies and external parties to maximize business opportunities for the company.