Executive / Senior Executive (Learning Experience Management)

About The Job

The Institute for Adult Learning (IAL), an autonomous institute of the Singapore University of Social Sciences (SUSS), is at the forefront of building capabilities and offering continuing professional development for an effective, innovative and responsive Training and Adult Education (TAE) sector.

The appointee will manage day-to-day training operations of the IAL programmes and events, ensuring smooth, accurate, and timely delivery of training administration and learner services. This includes end-to-end of operational process across all learner touchpoints, from pre-course advisory, registration and enrolment to attendance tracking, assessments processing, and post-course support.

The role also requires handling operational complexities, including escalated cases, compliance requirements, and process improvements, to support consistent and high-quality programme delivery.

What You Will Be Doing

• Serve as a key point of contact for learners, providing professional and responsive support across in-person, online, and phone channels.
• Support the Customer Relationship Management function by handling escalated cases related to training administration and programme delivery, conducting reviews and investigations on emergent issues, including meeting complainants and drafting responses to facilitate case closures.
• Support and guide outsourced service teams and new colleagues by providing clear instructions, templates, and operational guidance to ensure consistent service delivery.
• Participate in the continuous review and improvement of operational processes, SOPs, and work instructions; leverage people and system capabilities; and support the implementation of technological solutions and emerging programme delivery methods.
• Conduct learners screening and eligible checks, monitor learner progress, and maintain accurate records for reporting and statistical purposes, ensuring strict compliance with IAL and SUSS privacy and confidentiality policies and guidelines.
• Ensure timely and accurate fulfilment of all SkillsFuture Singapore (SSG) programme administration requirements in the Training Partners Gateway (TPG).
• Support quality assurance efforts across customer service, training, and programme administration processes, ensuring alignment with IAL standards and SSG-TPQA guidelines.
• Provide administrative and secretariat support for meetings where required. Undertake any other duties assigned by management to support evolving organisational needs.

Job Requirements

• Tertiary qualification in any discipline.
• Minimum of 3–5 years of relevant experience, preferably in training administration, operations, customer service, or programme management, preferably within the education sector or continuing education training providers.
• Familiarity with Singapore Workforce Qualification (WSQ) programmes and SkillsFuture Singapore (SSG) Training Partners Gateway (TPG) management is preferred.
• Meticulous, and service-oriented, with strong interpersonal skills, as well as excellent written and verbal communication skills to manage non-routine and escalated cases effectively.
• Resourceful team player who is open-minded, adaptable, and committed to delivering high-quality work in a fast-paced service and operations environment.

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