Job Description

This role is responsible for managing the end-to-end process in training administration and customer support for IAL programmes and events, including overseeing the outsourced functions and ensuring smooth business operations and customer satisfaction to support the strategic objectives of IAL.

Responsibilities

• Manage daily training operations of the IAL programmes and/or events effectively and efficiently. This includes the service delivery at all customer touchpoints, end-to-end training administrative services covering pre-course preparation and advisory, regiatration and enrolment, attendance, assessment preparation, results administration, as well as pre and post-course learner support.
• Ensure SSG's requirements on programme administration to be done on TPGateway are timely followed through.
• Be a Service Ambassador for IAL in establishing a good rapport and projecting an exellent image of IAL through daily interaction with current and prospective learners
• Coordinate the marketing of the various programmes.
• Work closely with the outsourced training administration/support service provider to promptly resolve operational issues and customer feedback.
• Support the customer relationship management (CRM) function and handle escalated/complaint cases on training administration and programme delivery. Investigate emergent matters relating to programmes, meet relevant stakeholders, and draft responses to facilitate case closure.
• Monitor outcomes and service standards through regular operational and management reports, implement continual improvement in service delivery and take corrective actions on service shortfalls.
• Provide clear work instructions, communicate templates, FAQs, coaching and monitoring to the outsourced service team to ensure service standards are met.
• Be actively involved in streamlining operational processes, SOPs and work instructions to leverage system capabilities. Support the implementation of IT solutions and new modes of programme delivery.
• Assist in overseeing the collection and maintenance of learner/trainer records for statistical and reporting purposes, ensuring compliance to privancy and confidentiality procedures and policy guidelines in IAL and SUSS.

General

• Ensure that the quality assurance processes in IAL, including ISO9001:2015 QMS, are maintained and followed.
• Performance secretarial duties for internal meetings
• Any other duties that the management may assign from time to time to meet the organisation's needs and changing environment.

Job Requirements

Academic Education / Training / Experience

• Tertiary qualification in any discipline
• At least five years of relevant experience, preferably in training operations and administration, customer service or programme management in the Continuing Education and Training Sector
• Experience in using MS Excel and able to do data analysis and reporting
• Experience with the Singapore Workforce Skills Qualification (WSQ) framework, Training Partner Gateway (TPGateway) system and training management system is preferred.
• A WSQ Advanced Certificate in Training and Assessment (ACTA) or WSQ Advanced Certificate in Learning and Performance (ACLP) will be an added advantage.

Personal Attributes

• A team player who is open-minded, independent, and committed to delivering high-quality work in a fast-paced environment
• Mature and meticulous with strong interpersonal skills and service excellence mindset
• Able to grasp and tackle operational issues with a clear understanding of system and process implications and impact on stakeholders
• Good written and verbal communication skills, able to handle non-routine complaints