Position Title
Manager, Ticketing Operations & Training
Reports To
Senior Manager, Sales Operations
Role Purpose
- This position role is to lead and be responsible for ticketing Operations in Malaysia. This position must ensure that the ticketing processes is at the highest level of service provided to company’s internal and external customers in accordance with the company's standards and customer expectations.
Key Accountability
- Responsible for all operations of MH/MW/FY ticket offices in Malaysia is operating in the most cost-effective manner within the approved budget through effective resources (manpower, facilities and processes) planning, management and collaboration with other departments.
- Ensure compliance with the corporate reservations and ticketing procedures by all users to mitigate any revenue leakages and service breakages.
- Identify gaps for improvement and recommend changes to the existing Reservations & Ticketing policies, processes and Procedures in accordance with global regulatory requirements to ensure agreed standards are applied.
- Analyse and evaluate Reservations and Ticketing training needs at the Contact centre and MH Ticketing offices, to eventually create and ensure delivery of a standardized training plan.
- Improve work processes where issues and resolutions are in place for smooth, efficient and effective operations at all MH ticket offices in Malaysia.
- Control activities at Ticketing operations in Malaysia to ensure efficiency and customer service at its best and meet the company's standards qualitative and quantitative.
- Carry out any other task or assignments as assigned by the Immediate Superior as required.
Qualifications & Working Experience
- Degree in General Administration and Management or any other related field with 7 years of working experience or
- Diploma in General Administration and Management or any other related field with 10 years of working experience or
- High school certificate (SPM/STPM) with 12 years of working experience.
Area of Experience
- Airline Passenger Services System and Airline Reservation & Ticketing
Personality Traits
- Familiar with the airlines Standards & Procedures and Reservations and Ticketing Processes
- Possess good knowledge of IATA n AIRIMP policies.
- Must have the ability to understand customer's needs, articulate and demonstrate a solution in a clear and concise manner and provide leadership as to how the solution meets their needs.
- Must be well-versed with the companys reservations & ticketing operations process & procedure.
- Highly critical and analytical to analyse the operations trends and requirements.
- Strong interpersonal skills, leadership qualities, resources management skills and Communication skills.
- Constantly be mindful of anti-trust and privacy regulations.
