Job description
Malaysia Aviation Group is seeking a proactive and collaborative Senior Executive, Passenger Services to lead Talent, Climate and Culture initiatives within our operations in Kuala Lumpur. In this role, you will serve as a trusted liaison across HR, Airport Operations, Training, and Customer Experience to ensure our passenger services team delivers outstanding service, safety, and consistency.
As a key member of the Passenger Services team, you will drive program management, monitor progress on strategic initiatives, and communicate status updates to senior leadership. You will translate corporate objectives into actionable plans, coordinate cross-functional projects, and support a positive workplace culture that aligns with our brand commitments and regulatory requirements.
The ideal candidate combines strong project coordination with excellent stakeholder engagement, data-driven decision making, and a passion for elevating the passenger experience. You will be comfortable working in a fast-paced airline environment and will champion continuous improvement across people, processes, and performance.
This role offers a unique opportunity to shape how Malaysia Aviation Group supports talent development, promotes a culture of care, and enhances passenger services across the airport network. You will collaborate with cross-functional teams to deliver measurable improvements in service quality, employee engagement, and customer satisfaction.
We are seeking a results-driven professional with a track record of influencing stakeholders, managing complex projects, and delivering pragmatic solutions in a regulated industry. If you are energized by the challenge of balancing people-first culture with operational excellence, we want to hear from you.
Responsibility
- Lead and coordinate Talent, Climate and Culture initiatives within Passenger Services, ensuring alignment with MGA goals.
- Act as primary liaison among HR, Training, Operations, and Customer Experience to implement service standards.
- Monitor, track, and report progress on strategic initiatives; prepare executive updates.
- Manage cross-functional projects and timelines, including stakeholder communications and action item follow-ups.
- Support budget planning, vendor coordination, and process improvements for passenger services activities.
- Develop, update, and maintain SOPs, training materials, and internal communications for Passenger Services.
- Ensure adherence to airline policies, safety, regulatory requirements, and quality assurance across passenger handling.
Qualification
- Bachelor's degree in Business Administration, Hospitality, Aviation, or related field.
- 3-5 years in passenger services, airline operations, or customer experience.
- Strong project management and coordination skills; experience with process improvement.
- Excellent written and verbal communication; stakeholder management.
- Proficiency in data analysis, reporting, and MS Office; familiarity with CRM or HRIS is a plus.
- Ability to thrive in a fast-paced, dynamic environment; strong problem-solving skills.
- Knowledge of airline industry regulations, safety requirements, and quality standards; fluency in English; Malay or other languages a plus.