Senior Training & Service Excellence Leader

Malaysia Airlines; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Malaysia Airlines seeks a Senior Executive, Service Excellence (Training) to develop and deliver Enrich training and continuous learning initiatives. You will translate policies and system changes into practical programmes while identifying capability gaps and partnering with business units to drive improvement.

The role covers governance of training content, onboarding, refreshers and upskilling across employees and third‑party partners, with a focus on consistent product knowledge and service

Qualifications

• Bachelor’s degree in a related field is required.
• 3–5 years of experience in training, L&D, customer service or operational training.

Responsibilities

• Conduct training needs and capability gap analysis based on QA findings and feedback.
• Monitor training effectiveness through assessments and learner feedback.
• Develop and deliver Enrich training, onboarding and upskilling programmes.
• Develop and maintain training materials, assessments and digital content.
• Coordinate with business units and service partners to ensure content remains current.
• Maintain training governance and digital knowledge channels, including chatbot content.

Skills

Training & learning development

Coaching & knowledge sharing

Customer service standards

Stakeholder management

Analytical thinking

Attention to detail

Continuous improvement

Crisis management

Regulatory compliance

Education

Bachelor’s degree in Business, HR, Education, Communications, Hospitality, Marketing or related field

Tools

LMS

E-learning platforms

Knowledge management tools

Job description

Malaysia Airlines seeks a Senior Executive, Service Excellence (Training) to develop and deliver Enrich training and continuous learning initiatives. You will translate policies and system changes into practical programmes while identifying capability gaps and partnering with business units to drive improvement.

The role covers governance of training content, onboarding, refreshers and upskilling across employees and third‑party partners, with a focus on consistent product knowledge and service