Position Title

Station Head KHI

Reporting To

Regional Head

Position Summary

The Station Head is responsible and accountable for the overall management, planning, coordination and monitoring of ground operations at the assigned station. The role ensures secure, secure, efficient and compliant airport operations while consistently delivering the company’s required service standards and achieving operational, customer service and financial KPIs.

Key Accountabilities

- Safety, Security & Compliance: Ensure compliance with aviation regulations, airport requirements, company policies, SOPs and operating manuals. Monitor safety and security performance, conduct required oversight assessments, report incidents and implement corrective actions.
- Operational Management: Lead and monitor airport, lounge, cargo, catering, engineering, refuelling, de-icing, cabin cleaning, security, crew and other ground operations to ensure seamless flight handling and operational efficiency.
- GSP & Contract Management: Oversee Ground Service Providers (GSPs), vendors and Cargo Handling Agents to ensure compliance with contracts, SLAs, service standards and performance requirements. Manage corrective actions and escalate persistent non-compliance.
- Performance & Customer Service: Drive station KPIs including On-Time Performance (OTP), Mishandled Baggage (MHB), Customer Satisfaction Index (CSI), document violations, ancillary revenue and cost containment. Monitor customer touchpoints and implement service improvement initiatives.
- Manpower & Training: Manage manpower, rostering, performance, discipline,



employee engagement and development. Ensure all employees and relevant GSP personnel complete mandatory training and maintain valid qualifications.
- Disruption & Crisis Management: Lead station response to delays, diversions, aircraft changes, airport restrictions and major emergencies in accordance with applicable emergency and crisis management procedures.
- Risk Management: Identify, assess and mitigate operational risks arising from changes in schedules, infrastructure, GSPs, aircraft types, weather, emergencies and other operational circumstances.
- Stakeholder Management: Maintain effective relationships with airport authorities, regulators, immigration, customs, security agencies, partners, GSPs, vendors and internal business units.
- Financial & Reporting Management: Manage station expenditure within approved budgets, identify cost-saving opportunities, oversee revenue collection and ensure accurate and timely operational, financial and regulatory reporting.

Qualifications and Years of Experience

- Degree with at least 1 year of relevant experience; or
- Diploma with at least 3 years of relevant experience; or
- High School Certificate/equivalent with at least 5 years of relevant experience; or
- At least 10 years of relevant experience with demonstrated knowledge and capability to perform the Station Head role.

Authority & Delegation

The Station Head shall exercise authority in accordance with company policies, operating manuals and applicable regulations. During absence, duties shall be delegated to the Assistant Station Head or an appointed alternate.

📌 Station Head KHI (India)
🏢 Malaysia Airlines
📍 India