Head of Department, Learning Support Management

About the Singapore Red Cross Academy

The Singapore Red Cross Academy is the region's go-to institute for humanitarian studies, backed by more than six decades of training expertise. The Academy offers specialised first aid, psychosocial support, caregiving and disaster deployment courses, amongst an extensive suite of humanitarian education programmes. Trusted by public learners and over 1,300 organisations for employee training, the Singapore Red Cross Academy empowers individuals and communities with the knowledge and skills to be prepared for emergencies, to save lives, and to create meaningful impact.

Job Purpose

This management role drives the business transformation of the SRCA by optimising operations efficiency and growing revenue streams. You will lead the Learning Support Management (LSM) team, streamlining the learner journey from registration to post-course support, and spearheading business development to expand market share. We are looking for someone with a strong background in sales and client management, with operational expertise in a training or service environment.

Job Responsibilities

1. Strategic Operations

• Lead the SRCA LSM team to deliver seamless processes for learner registration, scheduling, communications, logistics, and post-course support.
• Oversee the automation and digitalisation of operational workflows to drive efficiency, enhance user experience, and ensure scalability.
• Optimise workflows and systems to enhance operational efficiency, ensure regulatory compliance, and uphold high service quality standards.
• Cultivate and mentor a high-performing team committed to exceptional customer service at the various training spaces.
• Oversee volunteer engagement strategies for centres activities, including training, events, roadshows, and campaigns.

2. Learner Journey Optimisation

• Oversee learner touchpoints to ensure timely, accurate, and supportive engagement throughout their entire experience.
• Initiate and drive process improvements and digitalisation efforts to streamline the learner journey.
• Analyse learner feedback and trends to continuously identify areas for service enhancement.
• Evaluate system performance and recommend enhancements to support delivery effectiveness and learner experience.

3. Business Development & Sales

• Formulate and implement SRCA's business development strategy to accelerate revenue growth.
• Proactively identify emerging opportunities, new client segments, and potential strategic alliances. Lead outreach activities including proposal development, tender submissions, and partnership negotiations.
• Champion a sales-driven culture throughout the Academy, ensuring alignment of all initiatives with commercial goals and fostering a proactive mindset towards client acquisition and retention across departments.
• Collaborate closely with Heads of Centres for First Aid / Psychosocial Support / Humanitarian Education, to develop tailored business development plans for specific programmes, maximising cross-selling and upselling opportunities by strategically bundling and customising offerings.

4. Sales Enablement & Client Relationship Management

• Establish and maintain a robust, up-to-date client database (CRM), ensuring data integrity and leveraging insights for targeted communication, personalised outreach, and proactive identification of upselling and cross-selling opportunities.
• Provide guidance to staff on effective client engagement, professional enquiry handling, proactive courses promotion, and successful lead conversion to enrolment.
• Cultivate and manage key client relationships, serving as a primary point of contact for strategic accounts and representing SRCA at high-profile external engagements, industry events, and meetings with prospective clients or partners.
• Monitor sales performance metrics, analyse trends, and provide actionable insights to optimise sales processes and strategies for continuous improvement.

5. Financial Performance & Strategic Planning

• Analyse financial data to support the development of LSM and organisational sales targets.
• Assess return on investment to guide sales policies and programme development.
• Identify and evaluate opportunities for external funding and partnerships aligned with SRCA's strategies.
• Oversee the preparation and submission of funding applications.

6. Internal & External Stakeholder Management

• Partner with internal stakeholders (e.g., HR, Finance, Marcomms) to support academy operations and marketing campaigns.
• Maintain robust and positive relationships with key external parties including clients, government agencies, training partners, and vendors.

Job Specifications

Qualifications and Experience

• Bachelor's Degree in Business Administration, Marketing, Education Management, or a related field.
• Minimum 8 years of experience in sales, business development, or training operations, with at least 3 years in a leadership or cross-functional role.

Additional Skills and Knowledge

• Strong commercial acumen with proven success in sales or revenue-generating roles.
• Excellent leadership, stakeholder management, and cross-functional coordination skills.
• Strong communicator, able to present confidently and build trust with diverse partners.
• Familiarity with adult education or government-funded training frameworks (e.g., SSG) is advantageous

Desired Behavior

• Comfortable working in a fast-paced, mission-driven environment with operational complexity.