Position Title

Report To

Head, Service Delivery & Performance Standard

Position Summary

The Executive, Feedback Management is responsible to support Senior Executive Feedback Management in the management of SLA and KPI for caterers in KUL and Stations in the following:

1. Overall tracking and monitoring of performance of caterers to ensure they meet the agreed service level agreement (SLA) and key performance indicators (KPIs) for caterers at KUL and stations in order to meet the company’s goals.

Key Accountability

Key Responsibilities:

• Assist in tracking and reporting Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for inflight food and beverage services using data analytics tools.


• Support the preparation of performance reports for management, highlighting key trends and improvement areas.


• Conduct basic analysis to identify performance issues and contribute ideas for operational enhancements.


• Collaborate with internal teams to support initiatives aimed at improving service delivery and efficiency.


• Help monitor passenger satisfaction related to inflight meals and assist in implementing feedback-driven improvements.


• Coordinate with vendors to ensure compliance with SLA standards and participate in regular performance reviews.


• Communicate performance metrics to relevant stakeholders and respond to queries related to SLAs and KPIs.

• Coordinate with Caterers to support meal sensory and compile feedback for continuous improvement.

Qualification & Working Experience

• Bachelor’s degree in Business Administration, Data Analytics, Marketing, Culinary Arts or other related field from recognized higher institutions.


• Related experience in Process Improvement or Customer Management

Areas of Experience

• Excellent analytical, problem-solving, and organizational skills


• Strong stakeholder engagement and communication skills, balancing diplomacy and tact with assertiveness


• Detailed oriented and good organizational skills


• Prioritisation skills to balance key priorities


• A strong customer centric approach.

Personality Traits

1. Good communications skills, both written and verbal. A strong customer centric approach.


2. Analytical thinking, communication skills, attention to detail, collaboration and influence.


3. Energetic, determined, positive, goal focussed and consistent - even under pressure.


4. Builds trust and demonstrates integrity in all circumstances.