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Executive/Senior Executive (Programme Administration and Customer Support)

Programme Administration and Customer Support

Job Description

  • Manage daily training operations of the Institute for Adult Learning's (IAL) programmes and events effectively and efficiently. This includes the service delivery at all customer touch-points, end-to-end training admin services covering pre-course preparations and advisory, performing registrations and enrolments, processing attendance and assessments, and provide post-course support to learners.
  • Ensure SSG's requirements on programme administration to be done in TPGateway are completed promptly.
  • Be a Service Ambassador and project an excellent image of IAL through daily face-to-face interactions or meetings with current or prospective learners to achieve service excellence.
  • Coach the outsourced training administration support service provider to resolve administrative and operational issues and respond to customer feedback timely and professionally.
  • Support the customer relationship management function, handle escalated cases on training and programme delivery, conduct review and investigation on emergent issues, including meeting complainant and draft responses to facilitate case closures.
  • Monitor service standards and outcomes through regular operational and management meetings and reports to implement continuous improvement in service delivery and take corrective actions on service shortfalls proactively.
  • To uphold operations standards, provide clear work instructions, communication templates, FAQs, and coaching to the outsourced service team and new colleagues.
  • Participate in the continuous review of operational processes, SOPs and work instructions, leverage people and system capabilities, and support the implementation of technological solutions and emerging programme delivery modes.
  • Perform effective progress tracking and managing learners in all programmes for reporting and statistical recording purposes while ensuring strict compliance with IAL and SUSS privacy and confidentiality policies and guidelines. 
  • Follow and maintain quality assurance in all customer service, training and programme administration processes, including ISO9001:2015 QMS.
  • Perform secretarial duties for internal meetings and meetings with learners.

Job Requirements

  • Tertiary qualification in any discipline and applicants with WSQ Advanced Certificate in Training and Assessment (ACTA) or WSQ Advanced Certificate in Learning and Performance (ACLP) will be an added advantage. 
  • At least 3-5 years of relevant experience, preferably in training administration and operations, customer service or programme management roles in 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.
  • Mature, meticulous with strong interpersonal skills and a service mindset, and good written and verbal communication skills to handle non-routine and escalated cases.
  • A resourceful team player who is open-minded, adaptable, and committed to delivering high-quality work in a fast-paced service and operations environment.
  • Able to grasp and tackle operational issues with a clear understanding of systems, process implications, and impact on stakeholders. 
  • The successful appointee will be based in IAL campus located at Lifelong Learning Institute at Paya Lebar

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