Position Title

Senior Specialist, Upgrade

Report To

Assistant Manager, Upgrade

Role Purpose

Support the execution of revenue strategies for the Upgrade (MHU, LMU) programme by monitoring performance, analysing data, identifying opportunities, and coordinating with stakeholders to implement revenue initiatives.

Key Accountabilities

- Execute revenue strategies for the Upgrade (MH Upgrade, Last Minute Upgrade) programme by supporting forecasting, budgeting, performance analysis, and identifying opportunities to improve revenue.
- Monitor programme performance, prepare reports, analyse results, and recommend improvements to support business objectives.
- Support the implementation and continuous improvement of processes, policies, and procedures to enhance operational efficiency and service delivery.
- Coordinate daily team activities, provide guidance to junior team members where required, and ensure assigned tasks are completed within agreed SLAs and KPIs.

Qualification & Working Experience

- Bachelor’s degree in a numerical discipline (e.g. Economics), Science & Information Technology, and/or business degree in any discipline




- 2-4 Years working experience

Area of Experience

- Experience in airline related reservation system and knowledge in aviation or travel industry.
- Solid analytical skills, attention to detail and the ability to interpret large and complex volumes of data to identify trends and solutions.
- Excellent commercial acumen and problem-solving skills.
- Good communication and presentation skills.
- Commercial aviation background and collaborative team player at peer level.

Personality Traits

- Strong analytical and problem-solving skills with the ability to interpret complex data, identify trends, and develop actionable insights.
- Ability to use Amadeus reservations system, Digital solutions tools.
- Responsible for delivery of significant Upgrade revenue generation.
- Responsible to meet challenging targets, checking/verifying refund requests, testing of complicated upgrade requests or in conjunction of other new ancillary products.
- To respond timely to requests made by superiors.

📌 Senior Specialist, Upgrade (Kirkland Lake)
🏢 Malaysia Aviation Group
📍 Kirkland Lake