To be the 'Centre of Excellence' that govern desired Service Culture programme (Host Culture of Happy Guests, Caring Hosts) for MAHB via defined framework, approach, and detailed tactical implementation roadmap towards fulfilling the aspiration on MAHB brand promise of 'Hosting Jofyul Connection'.
Essential Summary Function
Manage and Govern Exceptional People Practice (EPP) Playbooks
Coordinate Front-liner Behavioral Assessment Portal with ITD and HR L&D
Coordinate on Inspiring Stories Management (Caring Hosts) from CCD for publication
Manage the Host Culture Transformation Centre as a platform for continuous improvement in service culture transformation
Prepare monthly updates & report on Host Culture Programme governance
Key Challenges
To eliminate sources of resistance ie self interest, uncertainty, lack of understanding, differing perceptions, low tolerance for change and break the comfortable routines/complacency via
common and clarity of communication about the service rendered, creative communication Channel for relevant info,
education on uplifting service story, service benchmarking
participation and involvement in the planning and implementation of the change, commitment to embrace and support
negotiation and agreement to win acceptance
recognize the Role Model that walk the talk and take action
To create sustainable Mindset Culture Transformation throughout the organization by
accepting the ambiguity
embracing risk,
resetting expectations,
exhibit emotional intelligence yet with discipline prototyping and high tolerance for failure
Ensure timely and sufficient resource allocation for solutions generated
Skills
Extensive knowledge and thought leader in customer experience in a service delivery environment
Expertise in project management and business process improvement methodologies
Proven ability to drive change and successfully deliver customer experience related outcomes/projects in a large, complex organisation
Results-driven and service delivery-focused
Senior stakeholder management skills
Cross-functional team management skills
Creative problem solving & decision-making skills
Extensive knowledge and understanding of technology & digital
High level analytical and conceptual skills including ability to analyse information and use data to develop insights, in order to build and implement a comprehensive programme of activity to deliver for the customer
High level of influencing and strong communication skills and ability to engage, coach and lead others at all levels to achieve customer focused outcomes
Relevant Industries
External
Degree with CGPA > 3.0 and 3 years relevant experience
Education
External
Bachelor's Degree in Business Administration or Management, Engineering, Computer Science, or other related discipline. Certified Customer Experience Practitioner would be an added advantage.
Tahap senioriti
Tahap Separa Senior
Jenis pekerjaan
Sepenuh masa
Bidang tugas
Pembangunan Perniagaan, Jualan
Industri
Pembuatan Komponen Penerbangan dan Aeroangkasa, Syarikat Penerbangan dan Penerbangan
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