JOB SUMMARY
To oversee and manage the overall daily operations of Terminal Bersepadu Selatan (TBS), ensuring safe, efficient, and seamless terminal operations across transportation, passenger services, facilities, commercial/retail activities, and customer experience.
The role is responsible for leading terminal operations teams, coordinating with transport operators and external stakeholders, monitoring operational performance, and ensuring compliance with company policies, regulatory requirements, safety standards, and ISO management systems.
KEY RESPONSIBILITIES
- Oversee the day-to-day operations of TBS, ensuring smooth, efficient, and uninterrupted terminal services.
- Manage and coordinate terminal activities involving bus operations, passenger services, facilities, retail/commercial areas, parking, and other supporting services.
- Lead and supervise terminal operations teams to ensure service standards, productivity, discipline, and operational KPIs are achieved.
- Coordinate with bus operators, government agencies, regulatory authorities, contractors, tenants, retailers, and other stakeholders on operational matters.
- Monitor passenger flow, bus movements, boarding activities, arrivals/departures, and terminal congestion to ensure efficient operations.
- Ensure effective management of terminal facilities, public areas, passenger amenities, parking, and operational infrastructure.
- Monitor and coordinate retail and commercial activities within the terminal to ensure compliance with operational and service requirements.
- Ensure a high standard of customer experience and passenger service, including the effective handling of complaints, service disruptions, and operational issues.
- Develop and implement operational procedures, work processes, and improvement initiatives to enhance efficiency, service quality, and passenger experience.
- Monitor operational incidents, emergencies, accidents, disruptions, and other critical situations, ensuring appropriate response and escalation.
- Ensure compliance with relevant transportation, safety, security, environmental, regulatory, and statutory requirements.
- Ensure implementation and compliance with applicable ISO management systems, company policies, SOPs, and operational standards.
- Analyse operational reports, KPIs, passenger feedback, incidents, and performance data to identify areas for improvement.
- Prepare and present operational reports, performance updates, management reports, and improvement proposals to senior management.
- Monitor contractors, service providers, and outsourced operations to ensure agreed service levels and contractual requirements are met.
- Support business continuity, emergency preparedness, and contingency planning for major operational disruptions.
- Identify operational risks and implement appropriate corrective and preventive actions.
- Drive continuous improvement initiatives across transportation, customer service, facilities, and commercial operations.
- Perform any other duties and responsibilities as assigned by Management.
JOB REQUIREMENTS
- Bachelor’s Degree in Business Administration, Transportation Management, Operations Management, Hospitality Management, Facilities Management, Engineering, or related field.
- Minimum 5 years of relevant experience in transportation, terminal operations, public transport, facilities management, hospitality, retail/commercial operations, or a similar service-oriented environment.
- At least 3–5 years of experience in a managerial or supervisory role, preferably managing large-scale operations and frontline teams.
- Strong knowledge of transportation and terminal operations, preferably with experience in bus terminals, public transportation, airports, railway stations, or other high-traffic facilities.
- Experience managing customer-facing operations and service delivery in a high-volume environment.
- Experience in managing or coordinating retail/commercial tenants and service providers is an added advantage.
- Strong understanding of operations management, manpower planning, SOP implementation, KPI monitoring, and service quality management.
- Knowledge of occupational safety, emergency response, risk management, and regulatory compliance.
- Familiarity with ISO management systems, particularly ISO 9001 and/or ISO 41001, would be an advantage.
- Strong stakeholder management skills with the ability to liaise effectively with government agencies, transport operators, tenants, contractors, regulators, and other external parties.
- Strong leadership, problem-solving, decision-making, and crisis-management capabilities.
- Excellent communication and interpersonal skills.
- Able to work in a 24/7 operational environment, including shifts, weekends, public holidays, and during major operational disruptions when required.
- Proficient in Microsoft Office and operational reporting/data analysis tools.
Pay: From RM5,000.00 per month
Benefits:
- Dental insurance
- Free parking
- Health insurance
- Maternity leave
- Meal provided
- Opportunities for promotion
- Parental leave
- Professional development
Work Location: In person
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