Airport Manager Kuala Lumpur

As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain.

It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris.

This originality has been in our blood since day one. It’s the spirit we share with the people that fly with us, our partners, and our colleagues.

So, whether you are a reassuring voice on the end of a phone, a smile at the door, under a wing keeping the turbines spinning or landing us gently in far-flung places, a job at British Airways is yours to make.

We know great things can happen when you’re inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.

British Airways is one of the world's leading global premium airlines serving almost 40 million customers a year, travelling to over 180 destinations in more than 70 different countries worldwide.

Currently, we have an exciting opportunity open as Airport Manager, Kuala Lumpur.  

This position will be based at KUL Kuala Lumpur International Airport, Malaysia.   
You will be leading a team of both Customer Service and Ramp Handling professionals in delivering excellent customer service within strict financial parameters.  You will also be responsible for ensuring delivery of all compliance standards to ensure we operate a safe, secure, and punctual operation. You will be fully accountable for all of the station’s performance standards and targets.
You will be required to deliver safety and security compliance as per corporate requirements, Customer satisfaction (NPS), Operational Performance (OTP, RTG, ARTG, and Departure within 15) and Ancillary revenue as agreed in financial plan.
Influencing and collaborating with the Management team in the Malaysia, Commercial, Safety, Security, IAG and Operations in the UK will be paramount, in addition to partnering with several other key departments as required including HR, Finance and Procurement.

What you'll do:
•            Coach, develop and support a team of Ground Handling Agents (above and below wing) to deliver excellent safety, security, customer service and performance.
•            Create an environment that fosters high staff engagement.
•            Responsible for delivery of all station operational KPIs and customer service targets to agreed level.
•            Ensure appropriate service recovery processes are implemented and actioned.
•            Represent British Airways in all customer related issues and work with all local airport authorities to ensure the safe, efficient operation of the station.
•            Ensure full compliance with all safety and security processes, procedures, and audit requirements.
•            Effectively manage budgets within agreed limits and ensure financial compliance with audit requirements.
•            Negotiate with suppliers within corporate parameters.
•            Maintain effective communication with Ground Handling Agent management, Ground Handling Agent airport staff, airport authorities, government agencies, colleagues and interdepartmental staff as required to successfully manage the airport operation.
•            Hold all key suppliers accountable to deliver agreed Service Level Agreements (SLAs).
•            Act as Hearing Officer, as required.
•            Drive continuous improvement with all suppliers!
•            Ensure all administrative duties are completed on-time and to high standard.

• What are we looking for?
  Takes ownership for delivery.
• Has a leadership style that empowers people to raise concerns (e.g. about safety, ethics, or performance)
• Self-aware and leads by example.
• Maintains focus and momentum to optimize performance.
• Recognizes, celebrates, and rewards high performance – and manages underperformance. Encourages continuous improvement and innovation.
• Ability to work in a team environment, to engage a team through excellent English and Malay written and verbal communication skills,
• Ability to prioritize and deliver to schedule, with effective communication/negotiation skills to make string decisions and problem solve.
• Willingness to work weekends and irregular shifts/ travel on occasions.
• Strong customer focus, with effective planning skills with the ability to prioritize urgent matters.
• Active Leadership with Attention to detail.    

Please note you must have the right to live and work in Malaysia to apply for this position. 

What we offer:

We believe that all the people who work with us should feel valued for the part they play. It’s one of the reasons our rewards go far beyond a competitive salary.

From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.

At British Airways you’ll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.

We never stand still, and we don’t expect our people to either.

Inclusion & Diversity

At British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.

Inclusion and diversity is a key driver of innovation and we’re committed to creating a culture where everyone feels that they can be themselves. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain.