Manager, Learning

2 days ago

Clementi, Singapore NPO Ngee Ann Polytechnic Full time

**[What the role is]**

This is a 2-year contract position as a Manager in the CET Academy.

**[What you will be working on]**

You will lead, coach and mentor a team to administer, improve and develop systems to support operations of Career Advisory and handle customer service related matters including lead conversion.

Your responsibilities will include, but are not limited to, the following:
Career and Course Advisory
- Design and implement career and course advisory strategies for adult learners.
- Supervise and mentor Learning Career Ambassador in providing career advisory to adult learners.
- Provide career guidance to adult learners on career goals, personal branding and career development strategies. Administer self-assessment and career profiling tools to the adult learners where necessary, for their own insights. Guide adult learners in the exploration of their strengths, values, career interests and career preferences.
- Organise and conduct relevant workshops and consultations to help adult learners develop career skills and conduct effective job searches, such as interviewing, resume writing, and networking.
- Connect adult learners to learning, career development and financial resources such as financial subsidies, grants and scholarships.
- Facilitate job placements and career transitions, where appropriate.
- Track the development and employability of adult learners, forecast outcome metrics, thereafter, iterate strategies, prioritise efforts and tactics.
- Foster partnerships and increase placement opportunities through continuous, targeted engagements with hiring corporate partners, including organising fairs, talks, networking and hiring events for adult learners as well as customised initiatives to meet the hiring needs of key corporate partners.

Customer/Learner Relations
- Lead and manage the daily operations of the contact centre/ customer service team, ensuring timely and effective handling of enquiries from prospective learners.
- Develop and implement strategies to convert leads into learners by optimizing customer engagement and service processes.
- Track and analyse lead conversion metrics to identify trends, gaps and opportunities for improvement.
- Develop and implement customer service policies, procedures, and standards to enhance service quality and efficiency.
- Collaborate with inter-departments to address customer concerns and improve cross-functional processes.
- Drive customer satisfaction, loyalty, and retention initiatives to enhance engagement and brand trust.
- Stay updated on industry best practices and emerging customer service technologies.

**[What we are looking for]**
- At least 5 years of relevant career advisory/guidance experience and/or customer service management
- Proven leadership and team management skills
- Excellent communication and interpersonal skills
- Strong analytical and problem-solving abilities
- Experience in outplacement services
- Have a passion for working with adult learners in guiding them on their upskilling and re-skilling for better career prospects and opportunities
- Experience in data mining and data analysis, and project management would be an advantage
- Knowledge of lead generation and conversion best practices
- Excellent time management and multi-tasking ability
- High adaptability to changes in a fast-paced environment

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