Head, Cabin Crew

ACCOUNTABILITIES

The Head, Cabin Crew leads AirBorneo's cabin crew function to deliver safe, compliant, consistent and customer-focused cabin operations. The role exists to build and manage the cabin crew organisation, establish cabin service and safety standards, ensure crew readiness and align the onboard experience with AirBorneo's customer promise. The position contributes directly to operational safety, regulatory compliance, service excellence, customer trust and the successful launch and growth of the airline.

RESPONSIBILITIES

Cabin Crew Strategy and Set-Up

• •Develop and implement the Cabin Crew strategy aligned with safety, service, Customer Experience and operational objectives.
• •Establish the cabin crew operating model, manpower plan, leadership structure, governance rhythm and reporting processes.
• •Develop cabin crew policies, SOPs, grooming standards, service rituals and onboard customer interaction guidelines.
• •Ensure cabin crew readiness for route launches, operational ramp-up, fleet introduction and network expansion.

Regulatory Compliance and Cabin Safety

•Ensure cabin crew operations comply with applicable Malaysian aviation regulatory requirements, company policies, approved manuals and safety standards.

•Maintain working familiarity with CAAM requirements, Civil Aviation Directive 6009 - Cabin Crew, related CAAM guidance material, Malaysian Civil Aviation Regulations 2016 and other applicable directives or notices.

•Work with Flight Operations, Safety and Quality to align cabin procedures with flight safety, emergency procedures, security requirements and operational risk controls.

•Support audits, inspections, compliance reviews, incident follow-up and corrective action plans relating to cabin crew operations.

•Promote cabin crew hazard reporting, incident reporting and proactive safety risk identification.

Cabin Crew Operations

• •Oversee daily cabin crew operational performance to ensure safe, punctual, professional and consistent service delivery.
• •Monitor crew availability, readiness, attendance, punctuality, grooming, documentation, briefing standards and adherence to procedures.
• •Coordinate with Crew Scheduling, Flight Operations and Operations Control on crew deployment, rostering coordination and disruption recovery.
• •Ensure cabin crew are prepared for delays, diversions, cancellations, medical cases, disruptive passengers and service recovery situations.

Customer Experience and In-Flight Service

•Work closely with the Customer Experience team to translate AirBorneo's customer promise into onboard service standards.

•Develop and maintain cabin service standards covering boarding welcome, announcements, passenger interaction, in-flight service, special assistance, complaint handling and farewell experience.

•Partner with Customer Experience, Commercial, Marketing and Inflight Catering to ensure onboard products, standards and service delivery meet customer expectations.

•Monitor customer feedback, complaint trends, service audit results and crew reports to identify improvement opportunities.

Training and Competency

• •Work with Training, Safety and Flight Operations to ensure cabin crew training programmes meet regulatory, operational, safety and service requirements.
• •Support initial, recurrent, conversion, safety, emergency procedures, service, grooming, customer handling and leadership training.
• •Monitor crew performance and coordinate coaching, retraining or corrective action where required.
• Internal Use | Job Description | Head, Cabin Crew

Internal Use

•Maintain oversight of qualification status, recurrent training completion and regulatory compliance documentation with Training and HR.

Leadership and Culture

• •Build, lead, coach and develop the Cabin Crew function.
• •Foster a disciplined, safety-first, customer-first and performance-driven cabin crew culture.
• •Manage crew performance, recognition, disciplinary matters and development plans in partnership with Human Resources.
• •Manage departmental budgets, resources and manpower requirements effectively.

KPIs and Performance Targets

• •Cabin safety performance, safety occurrence trends, audit outcomes and timely closure of corrective actions.
• •Crew training completion, qualification currency, punctuality, attendance and operational readiness.
• •Cabin service audit scores, onboard customer satisfaction, NPS contribution, cabin-related complaint trends and service recovery effectiveness.
• •Crew engagement, retention, grooming compliance, implementation of cabin crew SOPs and delivery of departmental objectives within budget.

ACCOUNTABILITIES

Role Ownership

• •Own the cabin crew function, cabin crew standards, crew readiness, onboard service discipline and cabin safety culture.
• •Own the implementation and continuous improvement of cabin crew SOPs, service standards, grooming standards and operational communication routines.
• •Own the escalation of cabin crew safety, compliance, service, manpower and performance risks to senior management.

Results Accountable For

• •Safe and compliant cabin operations in line with Malaysian regulatory requirements and company-approved manuals.
• •Cabin crew competency, operational punctuality, service consistency, professional conduct and customer-facing performance.
• •Effective collaboration with Customer Experience and Flight Operations to ensure the onboard experience supports AirBorneo's brand promise and operational reliability.
• •Closure of cabin-related audit findings, corrective actions, safety recommendations and service improvement actions. AUTHORITY
• •Recommend approval of cabin crew operating procedures, service standards, grooming standards and cabin crew policies.
• •Escalate safety, compliance, crew readiness, service or manpower risks to senior management.
• •Require corrective action for non-compliance with cabin crew procedures, safety requirements, service standards or grooming expectations.
• •Recommend suspension from duty, retraining or performance intervention where competency, conduct or safety compliance is not satisfactory, subject to HR and company policy.
• •Represent the Cabin Crew function in internal operational, safety, customer experience and regulatory discussions.
• •Approve cabin crew communication notices, service updates and operational reminders within delegated authority.
• •Recommend manpower, training, budget and resource requirements for the Cabin Crew function.

DELEGATION OF DUTIES

In the absence of the Head, Cabin Crew, duties may be delegated to the Cabin Crew Manager, Manager Cabin Services or Senior Manager Cabin Crew Operations, subject to approved company authority limits and operational requirements. Delegated duties may include daily operational coordination, crew communication, service standards follow-up, performance monitoring and escalation of urgent cabin crew matters. Authority relating to regulatory submissions, policy approval, disciplinary recommendations, budget commitments or strategic decisions remains subject to company delegation of authority and senior management approval.