Manager, Operations

As part of the operations team supporting lifelong learning

and career development, you will play a key role in ensuring the

seamless delivery of advisory services across various platforms and

touchpoints. Your responsibilities will include overseeing the

operational quality of service delivery, managing and analysing

performance data, supporting manpower planning, and implementing

process improvements to enhance efficiency and service

standards.

You will also leverage insights from

operational trends, service metrics, and stakeholder feedback to

drive continuous improvements and uphold service

excellence.

Our ideal candidate is someone with

a strong background in operations management, data analysis, and

stakeholder coordination-driven by a passion for service quality

and process optimisation in the learning and development

ecosystem.

Core

Responsibilities

Operational

Management

Develop and manage

manpower deployment schedules for advisory sessions across various

channels : physical centres, virtual platforms, and outreach

events.

Proactively monitor staffing needs and

adjust operational plans in response to changes in service

demand.

Coordinate with internal departments

and external partners to ensure seamless service delivery and

aligned expectations.

Track and manage

operational budgets, focusing on resource optimisation and

compliance.

Performance Monitoring

& Process Improvement

Analyse

operational and service performance data to derive insights for

continuous improvement.

Develop and refine

Standard Operating Procedures (SOPs) to enhance workflow efficiency

and service quality.

Ensure service excellence

by using trends, stakeholder feedback, and service metrics to drive

process optimisation.

Stakeholder

& Client Engagement

Serve as a

key liaison for stakeholder engagement, providing updates,

resolving operational issues, and fostering collaborative

partnerships.

Manage and resolve CRM cases

related to client upskilling queries and advisory needs.

Oversee and respond to feedback from staff (e.g., Skills

Ambassadors) to improve the advisory experience and address service

challenges.

Event & Virtual

Services Coordination

Plan and

manage Skills Advisory service deployments at events, ensuring

adequate manpower and operational support.

Coordinate virtual advisory assignments, ensuring

effective scheduling and service continuity for online

clients.

Requirements

Diploma or Degree in Business Administration, Operations

Management, or a related field.

At least 3 - 4

years of relevant experience in operations, workforce planning, or

project coordination.

Strong organisational

and time management skills, with the ability to manage multiple

priorities under tight deadlines.

Proficient

in Microsoft Excel and other scheduling or workforce management

tools.

Excellent interpersonal and

communication skills for effective stakeholder engagement and

coordination.

Analytical mindset with

experience in budget tracking, reporting, and cost

optimisation.

Ability to work independently

and collaboratively in a fast-paced, service-oriented

environment.

Experience in developing or

refining operational workflows and SOPs will be an added

advantage.

Familiarity with Customer

Relationship Management (CRM) systems; experience in managing or

maintaining CRM databases will be an advantage.

May be required to work

weekends.

Candidates who do not have

the required qualification or relevant experience are welcome to

apply.

Successful candidates will be offered a

2-year contract in the first instance and may be considered for an

extension or be placed on a permanent

tenure.

Please note that only shortlisted

candidates will be notified.