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Manager - Operational Excellence & Guest Experience

2 months ago

Sepang, Malaysia Malaysia Airports Holdings Full time

**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 bi-weekly 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 2-3 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.**

**Job Segment**:CRM, Relationship Manager, Marketing Manager, Strategic Planning, Program Manager, Technology, Customer Service, Marketing, Strategy, Management

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