Head, Operations Management

Manage digital operations

• Manage Digital Operations Executives (D-OE) to ensure tasks are completed on-time.
• Ensure ordering / preparations / courseware / refreshments / assessments / etc. as part of pre-operations are arranged, and invoices raised accurately.
• Ensure attendances / assessment results / partnership fees payment / issue of certificates etc. as part of post-operations are completed, and invoices raised accurately.
• Close collaboration with On-Site Operations to ensure smooth delivery of classes.
• Ensure timely processing of incoming email requests from internal/external stakeholders.
• Ensure make-up classes are assigned and prepared within stipulated timeframe.
• Ensure timely follow up of additional ad-hoc requests from corporate clients.
• Ensure SOP/processes are complied with to meet funding agency audit requirements.
• Manage and reduce complaints for digital operation lapses.
• Facilitate monthly audits and review with funding agencies.
• Ensure no major NC during both internal and regulatory audits.

Manage student liaison office (long courses)

• Ensure SLO follows closely trainees’ educycle, from course onboarding to completion.
• Ensure SLO conducts regular class visits to understand trainees’ needs.
• Ensure SLO make-up classes and re-assessments are timely scheduled for trainees.
• Ensure SLO timely follow up and response to trainee’s enquiries or requests.
• Supports as an efficient intermediary between trainees, Operations and Product managers to ensure trainee’s enquiries are responded to timely.
• Support as an efficient intermediary between trainees and sales consultants to support trainee’s lifelong learning ambitions and career aspirations.
• Ensure SOP/processes are complied with to meet funding agency audit requirements.
• Manage and reduce complaints for SLO lapses.
• Facilitate monthly audits and review with funding agencies.
• Ensure no major NC during both internal and regulatory audits.
• Ensure timely submission of monthly trainee status reports and statistics.

Support product and services improvements

• Review performance of vendors as feedback to stakeholders for contract renewals.
• Review feedback for operational improvements and product development.
• Provide feedback to internal stakeholders on product and service offerings.

Support human resource, technology and/or finance operations

• Lead financial budgeting process for operations management activities.
• Monitor manpower utilisation and ensure manpower is correctly sized to workload.
• Drive cross-training efforts to ensure staff are multi-skilled and cross-deployable.
• Drive and support corporate governance measures.
• Manage subordinate’s professional and career development.
• Manage recruitment and retention efforts in the dept.
• Champion continuous improvement and productivity projects within the dept.
• Lead technology application for improvements to efficiency and innovation.
• Develop workplace technology approaches for productivity improvement and innovation.
• Collaborate and work together on joint projects with other Ops teams and/or Depts.
• Provide monthly statistics and reporting to management.

Manage stakeholders

• Lead weekly/monthly forecast reviews with respective Heads of Products and Sales.
• Present monthly statistics to management at operations and management conferences.
• Communicate with stakeholders to provide prompt and relevant updates.
• Review feedback from internal stakeholders on operational improvements.
• Evaluate stakeholder needs, priorities and manage their expectations and feedback.
• Establish and strengthen long-term stakeholder relationships.

Drive organisational performance 

• Define common goals, direction and accountability.
• Oversee talent, performance management and manpower planning for the dept:
• Conduct manpower resource planning based on business and demand analyses
• Manage the recruitment and selection of new staff
• Develop staff through ongoing coaching, mentoring and career discussion
• Create succession planning and long-term resourcing across the organisation,
• Implement enterprise risk management, business continuity and mitigation plans.
• Establish organisational quality assurance philosophy and policies.
• Establish and achieve department targets within the financial budget allocated.

Manage vendors 

• Track and feedback partner/venue performance.
• Escalate contractual and performance issues with internal stakeholders.

Requirements:

• Degree holder with at least 10 years of relevant work experience       
• Experienced managing large teams with diverse backgrounds.
• Experienced tracking and monitoring execution performance.
• Good stakeholder engagement and relationship management.
• Good communication and presentation skills.
• Able to generate insights from complex data and explain with succinct simplicity.
• Self-starter and entrepreneurial, able to roll up sleeves and work in a fast-paced environment.
• Experience running student liaison office or back-office shared operations.
• Experience in the use of visualisation tools such as Power BI or Tableau.
• Experience in the use of Microsoft Power Platforms (Power Automate, Power Apps, SharePoint).
• Experience in the application of Lean or Six Sigma to improve efficiencies.