Assistant Manager

**Programme Administration and Management**:
The appointee will co-lead the Programme Administration and Customer Support Team and is responsible for ensuring the effective running of programme administration, training operations, customer relations management (CRM) and learners' support functions within the Learning and Professional Development Division in the Institute for Adult Learning (IAL).

More specifically, he/she is required to perform the following functional roles.

**Roles and Responsibilities**:

- Manage day-to-day training administration and customer service functions for all of IAL's course offerings, covering the full spectrum of pre-course administration from scheduling, course advisory, registrations, enrolments monitoring, attendance tracking, and assessment processing through to post-course support.
- Project an excellent image of IAL through online and face-to-face interactions and meetings with current or prospective learners.
- Foster good teamwork and relationships with the outsourced training administration support service provider (BPO partner) to enhance customers' experience through effective communication, timely responses, and reviews of service requests.
- Lead the BPO partner and teams to resolve operational issues and address customer feedback and enquiries within the service level agreement (SLA) standards.
- Lead the resolution of service escalations and complaints, analyse root causes, and to formulate and implement corrective action plans.
- Oversee the processing and completion of all administrative requirements on TMS and SSG's TPGateway system in an organised and timely manner.
- Provide the operational perspectives to recommend and follow-up on system enhancements or rectifications.
- Support and participate in all IAL events including the launch of programmes through course previews and related promotional events.
- Identify performance gaps within Programme Administration and Customer Support (PACS) and the BPO partner and teams to address them through the system, policy, skills, process improvements, and capability development.
- Refine practices and establish new processes within PACS and CRM for continuous work improvement to increase the efficiency and productivity while observing that the quality assurance processes in IAL, including ISO9001:2015 QMS are maintained and adhered to.
- Any other duties that the management my assign from time to time, to meet the needs of the organisation and the changing environment.

**Job Requirements**:
Degree qualification in any discipline.
- Minimum 5-7 years of relevant work experience in Continuing Education and Training Sector in 4 or more of the following areas:

- Programme administration
- Training operations
- Process management
- Customer service
- Resource planning and scheduling
- 3 to 4 years of managerial experience supervising training administration and/or customer service functions.
- Experience in quality assurance and understanding of ISO standards and system implementation is preferred.
- Possess a good understanding of process improvement and the Workforce Skills Qualification (WSQ) system.
- A full qualification in ACTA/ACLP and/or DACE/DDDLP is an advantage.

In addition, the appointee is expected to possess the following personal attributes:

- Mature and meticulous, able to think strategically and operationally. Have good networking and interpersonal skills and a service excellence mindset.
- Resilient to challenges and possess good problem-solving skills, able to grasp and tackle operational issues with a systems perspective and address root causes while balancing stakeholder's and organisation's interests.
- Analytical and skilled in planning, implementation, process design, and project management.
- Excellent written and verbal communiction skills, able to resolve high-level escalations.
- Strong leadership and team management skills, able to coach and develop a high-performing team
- A team player who is open minded, resourceful, adaptable and committed to delivering high-quality work in a fast-paced environment. team player and leader with a lot of initiative and an ability to work independently