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Assistant Manager, Programme and Service Management

Learning and Professional Development
Job Description

The appointee (Assistant Manager/Manager) will oversee the Programme Management and Customer Support (PMCS) team and be responsible for ensuring effective and efficient running of the programme and service management, training administration and customer 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 & Responsibilities
1.  Formulate an effective operations plan to achieve the desired strategic outcomes of delivering a high standard of training administration and customer service within IAL.
2.  Lead, guide and motivate a team of PMCS staff to adopt a strong quality and customer service mindset, and assist to build a strong team spirit among PMCS as well as the outsourced training administration support service provider (the BPO partner and staff) to achieve the targeted business outcomes, vision and mission of IAL.
3.  Manage and ensure efficient and effective daily training operations and service delivery of the various IAL programmes and learning events, covering the end-to-end training administration services from course registration and enrolment, pre-course advisory and preparation, attendance, assessment to post-course learner support.
4.  Establish good rapport and project an excellent image of IAL through the daily conduct of work including face-to-face interactions and meetings with current or prospective learners to achieve service excellence.  
5.  Participate in the marketing of the various programmes during course previews, as required.  
6.  Provide direction and guide outsourced service provider to resolve operational issues, customer feedback and enquiries within the service level agreement (SLA) standards.  
7.  Lead the resolution of training administration and customer service escalations and complaint cases, analyse root causes, formulate and implement corrective action plans.
8.  Monitor outcomes and service standards through regular operational and management reports, lead continuous improvement efforts in service standards and delivery through regular system and process review and staff capability development.
9.  Review and realign training operation processes, leverage the training management system (TMS), enhanced system capabilities to meet programme requirements and adapt to structural or policy changes.
10. Identify performance gaps and address them through system, policy, skills or process improvements and staff capability development
11. Manage systems for service delivery such as TMS and MyIAL portal, drive defects resolution, system enhancement planning, user training and access review and management.
12. Ensure that the quality assurance processes in IAL, including ISO9001:2015 QMS are maintained and followed.
13. Any other duties that may be assigned by the management from time to time to meet the needs of the organisation and changing environment.

Job Requirements

1.  Degree qualification in any discipline

2.  Minimum 7-10 years of relevant work experience in Continuing Education and Training Sector in 4 or more of the following areas:
- Programme operations
- Process management
- Customer service
- Resource planning and scheduling
- Programme implementation
- Reporting

3.  3 to 5 years of managerial experience in supervising training administration and/or customer service.  Experience in quality assurance and understanding of ISO standards and system implementation is preferred.

4.  Possess good understanding of process improvement and Workforce Skills Qualification (WSQ) system

5.  A full qualification in ACTA/ACLP and/or DACE is an advantage

6.  In addition, the appointee is expected to possess the following personal attributes:
Mature and meticulous, able to think strategically and operationally, possess good networking skills, 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 stakeholders’ and organisation’s interests
Analytical and skilled in planning, implementation, process design and project management
Excellent written and verbal communication skills, able to resolve high level escalations
Strong leadership and team management skills, able to coach and build a high performance team
A team player who is open-minded, adaptable, independent, and committed to delivering high quality work in a fast-paced environment

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