Senior Executive, Operations In-Flight Services

🛫 Position:

Senior Executive, Operations In-Flight Services
📍 Location: Greater Kuala Lumpur
🏢 Employer: Malaysia Airlines
🧑‍💼 Reports To: Manager Cabin Crew, In-Flight Services
🕒 Employment Type: Full-time

🎯 Role Purpose:

Support the Manager Cabin Crew in overseeing in-flight operations and ensuring all cabin crew comply with company policies, grooming standards, and aviation regulatory requirements.

🔑 Key Responsibilities:

• Enforce discipline among cabin crew; address misconduct, grooming, and non-compliance issues
• Engage crew to uphold Malaysia Airlines’ brand values
• Reassess and reinstate crew returning from long-term absence, medical leave, maternity, etc.
• Disseminate updates related to in-flight operations, grooming, CIQ (Customs, Immigration, Quarantine)
• Investigate customer feedback; issue counsel or commendation accordingly
• Oversee and evaluate crew performance annually via PMS
• Act as a change agent promoting agility and lean practices

🎓 Qualifications & Experience:

• Bachelor’s degree or Cabin Crew D1 rank
• Minimum 7 years of airline operations or customer service experience

🧠 Skills & Knowledge:

• Strong interpersonal and communication skills
• Proficiency in Microsoft Office
• Knowledge of Human Capital and Industrial Relations
• Well-versed in cabin crew ops, in-flight service standards, and aviation regulations
• Leadership and problem-solving capabilities

⚠️ Key Challenges:

• Managing a large, distributed (virtual) workforce
• Inconsistent service delivery due to policy/process non-adherence
• Navigating generational differences in the workforce