Assistant Manager, TAEPP Operations

About the Job

The Institute for Adult Learning (IAL) at SUSS administers the Training and Adult Educator Professional Pathway (TAEPP), a national initiative supported by SkillsFuture Singapore. Through the National Adult Educator Registry, TAEPP supports adult educators delivering SSG supported programmes by upholding quality assurance, regulatory compliance, and continuing professional development. 

This role leads day to day registry operations and a small team to ensure timely, accurate processing, strong audit trails, and consistent service delivery. The role also manages operational escalations and coordinates closely with internal policy and system teams to ensure smooth implementation of changes.

What You Will Be Doing

• Oversee end to end registry processing operations, including registrations and renewals, ensuring outcomes comply with TAEPP requirements and service standards.
• Lead operational triage and case routing, and manage follow through on complex cases to ensure timely closure and clear documentation.
• Design and oversee data quality controls, validation checks and periodic audits to maintain high levels of database integrity and defensible audit trails.
• Manage escalations, appeals and complex or policy sensitive cases, and escalate policy decisions to the appropriate approving level where required.
• Set, monitor and report on service performance indicators (e.g., turnaround time / SLA), and manage resource planning during peak cycles.
• Analyse operational data to identify root causes of recurring issues and drive process improvements to improve efficiency and reduce rework/backlog.
• Manage frontline service delivery strategies to ensure the team provides consistent, accurate and high quality responses to stakeholder queries.
• Uphold service excellence standards across stakeholder facing communications (written and verbal), including response accuracy, tone and consistency, supported by regular audit checks and structured feedback loops.
• Coordinate operational readiness for new initiatives, process changes or system migrations, including cutover support and post change stabilisation.
• Maintain and update standard operating procedures (SOPs) and operational documentation to support consistent execution and team onboarding.
• Lead and coach a team, providing guidance on case management, triage discipline and service recovery.
• Prepare and present operational data for management reporting.
• Lead the operational planning and execution of TAEPP engagement events, ensuring seamless logistics and resource coordination (where required).

Job Requirements

• Degree holder with at least 5 years’ experience in operations management, shared services, or registry/case management environments; supervisory experience preferred.
• Strong attention to detail and ability to manage high transaction volumes with consistent outcomes and strong documentation discipline.
• Proven ability to handle difficult stakeholders and manage high pressure situations professionally, including complex dispute resolution.
• Proficient in Microsoft Office; strong Excel skills for data checking and reporting; experience with CRM/case or ticketing systems is an advantage.
• Strong communication and interpersonal skills, including the ability to coach staff on response quality and service standards.
• Ability to work independently and as part of a team.
• Commitment to continuous learning and professional

The successful appointee will be based in IAL Campus located at Lifelong Learning Institute next to Paya Lebar MRT station.