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.

3. Terminal Transfer & Passenger Connectivity

• 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.

5. Passenger Experience & Accessibility

Key Challenges

Skills

• 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.

Please be reminded that only online applications will be entertained.

Applications should reach us by 20 August 2026.

Only the shortlisted citizens will be notified.