Assistant Manager, Service Quality

6 days ago

Singapore Association of Process Industry Full time

We are seeking a highly motivated and results-oriented Assistant Manager to join our Service Quality team at ASPRI - Institute of Process Industry. In this role, you will play a crucial part in ensuring the smooth and efficient delivery of our training programs. You will be responsible for managing all aspects of course administration, providing excellent customer service, and supporting the overall quality of our training offerings.

Course Administration
- Supervise the team to ensure prompt and effective response to customer inquiries and provide exceptional customer service;
- Supervise the course administration process, ensuring timely and accurate generation of quotations, registrations, confirmations, attendance lists, and billing.
- Coordinate class schedules and resource allocation with Scheduler to optimize training delivery and maximize resource utilization;
- Maintain and update training management systems, eLearning platforms, and website content;
- Prepare and analyze monthly reports to track training performance, identify trends, and support data-driven decision-making; and
- Support the Operations Unit in all aspects of course delivery.
- Process training grants and claims from relevant agencies (e.g., SSG).
- Ensure accurate and organized maintenance of all administrative records.

Support Sales and Marketing
- Build and maintain strong relationships with existing customers.
- Generate and follow up on quotations and tenders.
- Assist in payment collection and accounts receivable tracking.
- Support in event management and customer engagement.
- Market awareness and competitor analysis, support outreach and sales promotion initiative; and
- Support and promote ASPRI events and ASPRI-IPI course

Quality Management
- Ensure compliance with quality management systems and audit requirements.; and
- Monitor and track requirements under the training quality management system and audit requirements.

Supplies Management
- Assist in tracking and monitoring the performance of outsourcing partners and vendors
- Manage stock levels and inventory of office supplies, toiletries, and cleaning supplies
- Statistics Reporting
- Tabulate and track monthly training headcounts and training hours
- Monthly tabulation of trainer’s honorarium to submit to Finance.
- Generate customized training headcount and hour reports for individual companies upon request.
- Assist in producing regular reports to support training performance management and continuous improvement.
- Handle other ad-hoc reporting requests as needed by reporting officer and senior management

**Key Job Competencies**
- Diploma or equivalent qualification with at least 5 years of relevant experience in a customer-facing role, preferably within the training or education sector or;
- Strong adaptability skill, able to work independently as well as in a team;
- Excellent communication and interpersonal skills with a strong customer service orientation;
- Strong organizational and time-management skills with the ability to prioritise tasks and meet deadlines;
- **Willingness to work a flexible schedule, including occasional weekday evenings and Sundays on a rotational basis, with generous perks provided.**:

- **Working location in Jalan Papan, shuttle transport will be provided.

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