Senior Manager - Passenger Mobility

Malaysia Airports; Sepang; On-site; MYR 180,000 - 540,000; Full time

Job summary

Malaysia Airports is seeking a senior leader to oversee the passenger mobility ecosystem across KLIA, providing strategic and systems leadership to optimise movement and resilience.

You will coordinate Aerotrain, ITT, buggy services, and other mobility infrastructure, drive service recovery during disruptions, and steer data-driven improvements with senior stakeholders across airlines and authorities.

Qualifications

• Minimum 10 years' experience in airport operations, terminal operations, passenger services, or related environments.
• Proven track record in passenger flow management and incident response within a 24/7 environment.
• Experience coordinating across airlines, ground handlers and authorities.

Responsibilities

• Lead Passenger Mobility Strategy development and governance for KLIA terminals.
• Oversee mobility operations including Aerotrain interfaces, ITT, and transfer services.
• Drive service recovery, resilience planning, and contingency execution during disruptions.
• Lead adoption of smart mobility, analytics, and AI-enabled monitoring to improve passenger movement.
• Coordinate cross-functional teams and stakeholder communications to optimise transfers and accessibility.

Skills

Leadership

Strategic planning

Stakeholder management

Data-driven analysis

Crisis management

Operations oversight

Job description

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Job Description

POSITION GENERAL SUMMARY

Lead and oversee the end-to-end passenger mobility ecosystem across KLIA by providing strategic, technical, and systems leadership to optimise passenger movement, strengthen operational resilience, and enhance the overall passenger experience. This role provides critical on-ground leadership, command, and control during emergencies and operational disruptions, swiftly restoring passenger transfer services by deploying strategic fallback procedures and the TEPAT Decision-Making Model.

ESSENTIAL POSITION FUNCTIONS

1. Passenger Mobility Strategy

• Develop and implement the airport-wide Passenger Mobility Strategy aligned with KLIA's operational, commercial, and passenger experience objectives.
• Establish governance, policies, standards, and operating procedures for passenger mobility across Terminal 1 and Terminal 2.

2. Mobility Operations

• Oversee the operational effectiveness of passenger mobility systems including Aerotrain interface, Remote Bay Bus Operations, Inter-Terminal Transfer (ITT), buggy services, travelators, lifts, and other passenger movement infrastructure.
• Coordinate mobility service readiness during peak operations and irregular operating conditions.
• Ensure mobility systems support safe, efficient, and accessible passenger movement.
• Lead the operational planning and coordination of Inter-Terminal Transfer (ITT) services and future passenger transfer initiatives.
• Develop operational procedures to optimise transfer passenger experience and minimise connection times.
• Coordinate with airlines, ground handlers, and relevant authorities to support seamless transfer operations.

4. Service Recovery & Operations Resilience

• Lead passenger mobility response during operational disruptions, including Aerotrain interruptions, terminal incidents, remote bay contingencies, and irregular operations.
• Coordinate cross-functional service recovery to minimise passenger impact and restore normal operations efficiently.
• Establish contingency plans and resilience strategies for critical passenger mobility services.
• Adoption of TEPAT Decision Making model in handling operational issues.
• Champion initiatives that improve passenger convenience, accessibility, and inclusivity.
• Oversee mobility services for passengers with reduced mobility (PRM), elderly passengers, families, and other special assistance requirements.
• Drive improvements in wayfinding, passenger information, and mobility-related service standards.

6. Performance & Innovation

• Establish passenger mobility KPIs, service level targets, and operational dashboards.
• Report mobility performance and strategic recommendations to senior management.
• Lead the adoption of smart mobility solutions, digital wayfinding, predictive passenger flow analytics, AI-enabled monitoring, and operational technologies to enhance airport mobility.
• Support the implementation of future airport transformation initiatives related to passenger movement.

Provide strategic, technical, and systems leadership to the Passenger Mobility function.

Comprehensive knowledge of airport terminal operations, passenger processing, and airport mobility systems, including Aerotrain, remote bay operations, terminal transfers, buggy services, and passenger accessibility.

Strong strategic, technical, and systems leadership with the ability to lead complex operational environments and drive continuous improvement through data-driven analysis of passenger flow and operational performance.

Excellent stakeholder management skills with the ability to build collaborative relationships across airlines, government agencies, service providers, and internal operational teams.

Strong leadership, influencing, negotiation, presentation, problem-solving, and decision-making skills.

Education

• Minimum 10 years' experience of progressive experience in airport operations, terminal operations, passenger services, aviation operations, or related operational environments.
• Proven experience in passenger flow management, terminal operations, operational control, mobility services, or customer experience within an international airport environment.
• Demonstrated experience in managing operational disruptions, service recovery, incident response, and business continuity within a 24/7 operational environment.

Relevant Industries

• Minimum 10 years' experience of progressive experience in airport operations, terminal operations, passenger services, aviation operations, or related operational environments.
• Proven experience in passenger flow management, terminal operations, operational control, mobility services, or customer experience within an international airport environment.
• Demonstrated experience in managing operational disruptions, service recovery, incident response, and business continuity within a 24/7 operational environment.

Additional Information

Open for Malaysian citizens only.