Assistant Station Head – Ground Operations

About the role

The Assistant Station Head MEL supports the Station Head in planning, monitoring and delivering safe, compliant ground operations for Malaysia Aviation Group flights. The role ensures service standards are met and key performance indicators such as on‑time performance and customer satisfaction are achieved.

Key responsibilities

• Ensure all ground handling services for Firefly and Malaysia Airlines comply with the Service Level Agreement and applicable regulations.
• Monitor safety, security and regulatory compliance across the station, including occupational health and environmental requirements.
• Conduct periodic assessments to verify adherence to safety and security procedures.
• Manage flight and service disruptions with a focus on safety and customer satisfaction.
• Drive performance against KPIs: On‑Time Performance, Mishandled Baggage, Document Violations, Customer Satisfaction Index and financial targets.
• Oversee ancillary revenue collections (excess baggage, last‑minute upgrades) and handle mishandled baggage payments.
• Ensure station operations conform to Malaysia Civil Aviation Regulations (CAR 2016), CAAM directives and local authority requirements.
• Liaise with station departments to coordinate passenger and aircraft handling, and manage complaints and claims.

Required profile

• Knowledge of Malaysia Civil Aviation Regulations (CAR 2016) and CAAM directives.
• Ability to ensure compliance with safety, security and regulatory standards.
• Capability to manage service disruptions efficiently while prioritising safety and customer experience.
• Willingness to be transferred or seconded to subsidiaries or affiliates within the Malaysia Aviation Group as required.

Required skills