Manager, Operations

As part of the operations team supporting lifelong learning and career development, you will play a key role in ensuring the seamless delivery of advisory services across various platforms and touchpoints. Your responsibilities will include overseeing the operational quality of service delivery, managing and analysing performance data, supporting manpower planning, and implementing process improvements to enhance efficiency and service standards. You will also leverage insights from operational trends, service metrics, and stakeholder feedback to drive continuous improvements and uphold service excellence. Our ideal candidate is someone with a strong background in operations management, data analysis, and stakeholder coordination—driven by a passion for service quality and process optimisation in the learning and development ecosystem. Core Responsibilities Operational Management Develop and manage manpower deployment schedules for advisory sessions across various channels: physical centres, virtual platforms, and outreach events. Proactively monitor staffing needs and adjust operational plans in response to changes in service demand. Coordinate with internal departments and external partners to ensure seamless service delivery and aligned expectations. Track and manage operational budgets, focusing on resource optimisation and compliance. Performance Monitoring & Process Improvement Analyse operational and service performance data to derive insights for continuous improvement. Develop and refine Standard Operating Procedures (SOPs) to enhance workflow efficiency and service quality. Ensure service excellence by using trends, stakeholder feedback, and service metrics to drive process optimisation. Stakeholder & Client Engagement Serve as a key liaison for stakeholder engagement, providing updates, resolving operational issues, and fostering collaborative partnerships. Manage and resolve CRM cases related to client upskilling queries and advisory needs. Oversee and respond to feedback from staff (e.g., Skills Ambassadors) to improve the advisory experience and address service challenges. Event & Virtual Services Coordination Plan and manage Skills Advisory service deployments at events, ensuring adequate manpower and operational support. Coordinate virtual advisory assignments, ensuring effective scheduling and service continuity for online clients. Requirements Diploma or Degree in Business Administration, Operations Management, or a related field. At least 3 - 4 years of relevant experience in operations, workforce planning, or project coordination. Strong organisational and time management skills, with the ability to manage multiple priorities under tight deadlines. Proficient in Microsoft Excel and other scheduling or workforce management tools. Excellent interpersonal and communication skills for effective stakeholder engagement and coordination. Analytical mindset with experience in budget tracking, reporting, and cost optimisation. Ability to work independently and collaboratively in a fast-paced, service-oriented environment. Experience in developing or refining operational workflows and SOPs will be an added advantage. Familiarity with Customer Relationship Management (CRM) systems; experience in managing or maintaining CRM databases will be an advantage. May be required to work weekends. Candidates who do not have the required qualification or relevant experience are welcome to apply. Successful candidates will be offered a 2-year contract in the first instance and may be considered for an extension or be placed on a permanent tenure. Please note that only shortlisted candidates will be notified. #J-18808-Ljbffr