Executive, Standards

1 week ago


Kuala Lumpur, Kuala Lumpur, Malaysia Malaysia Airlines Full time

Reports To:

  • Assistant Manager, Standards & Procedure, and Info Management

Role Purpose:

  • Provide assistance and quick resolutions to queries and investigations on Standards and Procedures matters from Stations Systemwide and other departments for service consistency to consumers, as well as Tariff & Pricing related matters.
  • Assisting with Policy and procedures reviews and new introductions in addition to updating and maintenance of Reservations & Ticketing Manuals for all Customer Touchpoints

Key Accountability:

  • To take ownership by investigating and handling station queries on Reservations and Ticketing issues and to identify initiatives and process improvement to reduce cost.
  • To identify new Reservation and Ticketing Policies and Procedures and to provide guidance to Reservations and Ticketing offices.
  • To disseminate above by issuance of Reservations and Ticketing Notices to stations systemwide.
  • To perform investigations and replies to complaints and queries from stations for service excellency
  • Remain updated with Reservations and Ticketing policies to be able to monitor station performance and take corrective actions for smooth customer handling
  • Taking on any ad hoc work that may be allocated, including Tariff & Pricing related matters

Qualifications & Working Experience:

  • Diploma in Business Administration and Management or any relevant fields with 2 years of working experience in Airlines Reservations & Ticketing, or
  • High school certificate (SPM/STPM) with 3 years of working experience in MH reservations & Ticketing

Skills and Knowledge:

  • To be very familiar with the airlines Standards & Procedures and Tariff & Pricing related matters
  • Must have excellent interpersonal skills and be able to deal with stations throughout the system.
  • Good understanding of overall end to end processes
  • Must possess excellent commercial, analytical and communication skills that are focused on results and work well under pressure.

Skills and Knowledge:

  • To be able to conduct investigation and provide resolution within stipulated SLA
  • Process engineering does not meet business demands which keep changing due
- technological advancement and customer needs

  • To be constantly mindful of anti trust and privacy regulations


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