Position Title
Manager, Operations
Report To
Acting Head, Operations
Role Purpose
The role of Manager, Operations is to lead catering operations function from preparation till the uplift activities at the aircraft. Oversee the lounge operations ensuring compliance based on the requirement from the authority and the outlined processes. He/she also accountable in managing the operations in ensuring high productivity, efficiency of resources in delivering the excellence standard and meet safety compliance. This is inclusive to plan, direct or coordinate the operations of the organizations. Duties and responsibilities include implementation of department policy, managing daily operations and handling administrative management.
This is to be carried out in accordance with MAG Culinary Solutions, regulatory department and customer airlines policies, standard operating procedures (SOP) and service level agreement (SLA).
Key Accountability
Operational Management
- To lead and strategies overall operations and administration of the department in the most cost-effective manner (track spending against planned budget), within the approved budget through effective resources (manpower, facilities, and processes) planning, management, and collaboration with another‚ department in accordance with set departmental goals.
- Formulates, implements, and monitors appropriate policies and procedures to develop and improve day-to-day operations, safety, security, and quality of service.
- Able to handle operations task and manage any crisis that happen.
Stakeholder Management
- Establish relationships with internal and external customers on operational issues and meet their needs in accordance with SLAs, service standards and expectations.
- Support and represent the Head of Department for documentation issuance related to Catering Services and meetings in his/her absence
Resource Management
- To plan and provide the team with adequate knowledge, skills, exposure, and competencies consistent with safety and security policies for their development and career progression.
- Plan for adequate resources prior to the deployment of operational execution.
Operational Improvement
- Develop and implement new/amended standard operating procedures where appropriate for any new processes/changes which conform to Ground Operating Manual and Lounge Operations, enhancing staff productivity, reinforcing safety & customer service standards.
Administrative Management
- Ensure that departmental administrative matters are managed according to departmental policy and procedures.
Qualification & Working Experience
- Degree or Diploma in Hospitality, Catering Management, Food Service Management or any related field.
- Certificate in Food Safety & Hygiene (e.g., HACCP or equivalent).
- Occupational Safety & Health (OSH) awareness or supervisory certification is an advantage.
- 4-5 years working experience in aviation industry, preferably inflight catering experience, or hotel management industry
Areas of Experience
- Airline catering operations, food production, or large-scale kitchen management.
- Resource and manpower planning, client servicing, and inter-departmental coordination.
- Experience handling operational challenges under pressure and ensuring on-time performance
Personality Traits
- Average command of writing and spoken English and Bahasa Malaysia.
- Strong communication skills and time management
- Fundamental Project Management
