Station Head

**Reports To**:

- Regional Head

**Role Purpose**:

- 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), Mishandle Baggage (MHB), Document Violation, Customer Satisfaction Index (CSI) and financial targets.

**Key Accountability**:

- Ensure the airline's ground operations are in full compliance to all safety, security, regulatory requirement and all airline's policies, procedures and operating manual.
- Ensure that handling services provided by appointed vendor to Firefly and Malaysia Airlines flights are performed in accordance with the appropriate and agreed Service Level Agreement (SLA), handling agreements and charges match services provided.
- Ensure compliance by appointed GSP to all applicable regulatory requirements pertaining to operational safety, occupational health, environmental and any other laws.
- Plan and conduct periodical assessment to monitor safety and security within his/her area of responsibility to ensure MAG and GSP personnel comply with all security and safety procedures and requirements.
- Ensure all flight or service disruption are being handled and managed in the most effective and efficient manner, taking into consideration and prioritization on safety and customer satisfaction.
- Manage the ancillary collections (Excess baggage, Last Minutes Upgrade) with Ground Handing Agent (GHA) and perform mishandled baggage incidental payment.
- Ensure station within region control is in conformity to Malaysia Civil Aviation Regulations (e.g. CAR 2016, Amendment CAR2018), Civil Aviation Directives (CAD) and any other relevant and applicable laws and regulations, issued by Civil Aviation Authority of Malaysia (CAAM) and Local Authorities regulations pertaining to occupational health, operational safety, and environment laws applicable to Malaysia Aviation Group (MAG) and the service provider and Compliance to Station Regulatory Audit Process.
- Liaise with various departments at respective station to ensure smooth handling of Firefly and Malaysia Airlines passengers and aircraft. Manage complaints and claims at station.
- Able to be transferred or seconded if needed to a subsidiary, affiliate, related or an associate company of the Company within the Malaysia Aviation Group, whether it is currently incorporated or to be incorporated at a future date. During transfer, the terms and conditions of service of the subsidiary, affiliate, related or associate company shall apply, unless otherwise stated. In the event of a secondment, the terms and conditions of service of the Company shall apply, unless otherwise informed.
- Ensure responsible and accountable to lead, direct and manage employees and GSP resources to achieve operational and financial KPI (Key Performance Index) which are dictated by Company.

**Qualifications & Working Experience**:

- Degree or Diploma in any field with 3 years of working experience.