Manager - Operational Excellence & Guest Experience - Sepang, Malaysia - Malaysia Airports Holdings

Malaysia Airports Holdings

Verified Company

Sepang, Malaysia

4 weeks ago

Posted by:

Siti Tan

beBee Recruiter

Description

Date:19 Mar 2024

Location:
Sepang, 10, MY, 64000

Company:
Malaysia Airports Holdings Berhad

POSITION GENERAL SUMMARY
To drive Guest Experience Transformation Initiatives related to Culture Change with regard to MA Sepang context, towards the aspiration of embracing Happy Guest, Caring Host Culture

ESSENTIAL POSITION FUNCTIONS

Stretegic_
Develop and operate rigorous program management for all service culture change initiatives
Develop Playbook for tactical implementation purpose
To enhance GX pillars and design its blueprint, as a living document for MAHB
Functional_
Work with initiative owners to set and adhere to timelines
Weekly or biweekly check ins with initiative owners to ensure deliverables are all on tack and escalate roadblock where necessary
Make recommendations on timing of initiatives based on value created
Administer formal project tracking of relevant initiatives, including risk management
Steer initiative owners towards changes that are in line with original conceptualisation
Liaise across the GX TMO to coordinate interlinked initiatives as needed
Regularly update senior management on progress of particular initiatives
To plan and assisting in resolving issues and clear roadblocks
To assist in consolidate resolution and escalation of issues within and between initiatives
Manage and lead team to ensure optimize effectiveness, delivery and demonstrate leadership qualities
People Management Development_
Provide guidance, advice and direction to all stakeholders and to promote teamwork and quality services.
Provide direction and coaching to all team members and to promote teamwork and quality deliverables.
Develop succession plans and job enrichment for all Executives and team members.

Key Challenges:

Skills:

Requires strong management skill, interpersonal and communications skills to convince, transform and implement new operating procedures across different departments
Requires courage and persistency in enforcing and sustaining the new operating model/procedures and ways of working. Transformational skills are a must to succeed in this position
Requires unique coaching capabilities to develop dedicated talent staff under his/her leadership in the period of 23 years
Ability to syndicate effectively to ensure leadership support and reaching consensus
Ability to synchronize and align current multivariable projects across the value chain for maximum impact to organization

Relevant Industries:

External

Degree with a minimum of 5 years relevant workinig experience
Minimum 3 Years Experience in Customer Relationship Management, Business Strategy, Sales and Marketing, performance management, business process improvements and good understanding of business operations, products and services, service delivery, technology and customer service culture

Education:

Degree in Business Administration or Marketing Strategy, HR or IT or equivalent
Master degree would be an added advantage
Certified Customer Experience Management Practitioner

Additional Information:

Open for Malaysian citizens only.

Applications should reach us no later than 26 March 2024.

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