Head of Planning, Operations and Customer Service

We are looking for like-minded individuals - people who are passionate, disciplined and focused - to join our mission to become Singapore's leading English and Writing Specialist.

Are you a driven, resourceful, committed, creative and independent individual? Join us for a fruitful and hands-on experience

As the **Head of Planning, Operations and Customer Service **, you will manage the operations and customer service team in charge of working on planning, front-end and back-end operational support for the team and other departments in Write Edge Singapore and Malaysia to reach its goals of being the lead English and Writing Specialist in the region.

**Responsibilities**

**Operations at Centres and Customer Service**
- Responsible for leading the operations across Write Edge to provide smooth, efficient, effective operational support for all our centres, both physical and online
- Plan new classes, programmes, workshops and scheduling for all centres
- Prepare for annual registration exercise
- Work closely with the Customer Service and Enrolment teams to ensure a high quality of liaison and smooth operations
- Set up a customer service team and spearhead building and excellent customer experience
- Arrange for ordering & distribution of resources across all centres
- Manage our Payment systems and student management systems
- Oversee finances for essential branch expenses

**Strategic Leadership**
- To provide strategic leadership in formulating, developing operational infrastructure to support programmes, events, operational needs across the organisation
- Independently managing large projects and programs, organisation design, operational excellence and transformation projects in areas such as: branding, performance improvement, cost-optimisation, cultural changes, business and back office transformations (e.g. shared service centre implementations), IT transformation (e.g. CRM implementation), etc.
- Pinpoint system, structural and process improvements across the company, make actionable recommendations and drive execution to implement change

**Operational and Cost Efficiency**
- Structure, develop and communicate data-driven insights and recommendations on improving operational issues at the company for senior stakeholder
- Assist in expanding the business through analysing detailed supply/demand chain/classroom optimising formula
- Support the company in measuring and achieving KPIs in planning, forecasting, inventory and cost management

**Facilities Management**
- To work with the Facilities Manager to provide excellent and prompt Facility Management services, maintenance to all physical branches
- To have oversight of management of budget of maintenance of existing branches and new branches
- To manage new branch opening projects and renovation work

**Key Relationships**

The Head of Planning, Operations and Customer Service will report to the director and has to develop and maintain effective working relationships with:

- Regional General Managers and offices
- Leadership Team
- Customer Relations and Operations Team
- Administrative and Planning Staff
- Parents

**Qualifications and Skills**:

- A relevant degree/Master in Business Management/Administration, Finance Management, ICT or Computer Science equivalent
- At least 3 years in Senior Management role or equivalent
- At least 5 years in management level or similar work experience
- Experience in an educational institution preferred
- Comprehensive understanding of education institution operations, operational systems, procedures, standards and practices
- Possess good IT skills and knowledge, proficiency in Microsoft Excel, Word, and PowerPoint and Google Workspace
- Able to analyse data and statistics for trends and patterns with exceptional skills in Excel or Google Sheet

**We are looking for someone who can**:

- Think and work strategically with the senior leadership team and HQ
- Lead and manage the operations and facilities teams
- Work closely and maintain good relationships with other departments and functions
- Strong written and verbal communication and presentation skills
- Ability to effectively multi-task and prioritize needs
- Exceptional attention to detail and organizational skills
- Outstanding work ethic
- Motivated and dedicated self-starter
- Problem-solving skills
- Agile mindset and experience driving change with a track record of speed, impact and efficiency improvement

**At Write Edge, we look for staff who have**
- A growth mind-set
- Ability to take feedback
- Stamina for hard work (ie. good learning attitude)
- Responsibility
- Aptitude for teaching and nurturing towards kids

**Location(s)**:
Tampines Plaza

**Commitment Period**:
Full-time

**Working Hours**:
Mon - Fri, 9am - 6pm