Manager, Operations

5 days ago


Kuala Lumpur, Malaysia Malaysia Airline Full time

Job Title
- Manager, Operations & Customer Support (Journify)
- Reports To
- Head, LTS E-Commerce
- Role Purpose
- We are looking for a manager to lead the operations and customer support of travel commerce platform, resource planning, budget planning and tracking with the ability to problem solve complex cases and ability to guide the team to meet SLA and drive enterprise revenue. Incumbent should optimize and improve back end and customer related processes by ensuring continuous business process redesign and improvement, while collaborating with partners, both internal within MAG as well as externally to ensure smooth delivery of products and services to consumers for both Journify and for the broader group.
- Key Accountability
- J2U: Supply chain planning, inventory management and tracking, managing customer orders, engage MAHB/ Kastams or any relevant Airport Authorities for approvals at Airport.
- Platform: Shipping logistics engagement and SLA monitoring, oversee the uploading of merchant documents during onboarding to ensure setup accuracy and completeness in tagging, oversee the POI creation/ approval on the platform.
- Customer Service: Manage platform customer service SLA and provide resolution proactively, cross sell products where applicable.
- Enterprise Value: Support MH & Journify e-store ops customer service on store product.
- Reporting: Prepare reports and analysis of the performances.
- Manage manpower and resources (including roster patterns) effectively including provide support for any event organize by Journify.
- Oversighting and manage resources / stocks that was kept under JOPS purview such as Jen Jennie, Mr Pilot Parker Bear, etc.
- Collaborate with partners, both internal within MAG and also externally to ensure smooth delivery of products and services to consumers for both Journify and for the broader group.
- Evaluate, programme manage and deliver new solutions (Tech / non-Tech) to help improve operations and customer support.
- Optimize and improve back end and customer related processes by ensuring continuous business process redesign and improvement.
- Qualifications & Working Experience
- Degree in business management, communications, psychology
- Working experience minimum 8 years.
- Areas of Experience
- Airline ticketing, call centre, customer support, Travel commerce Operations, Travel commerce Customer Support
- Personality Traits
- Strong in problem solving.
- Efficient with strong sense of urgency.
- Objective driven and thinks Enterprise.
- A character of Integrity.
- Agile and flexible.
- Positive and open to try new things.



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