T261001 - NEC Operations Executive

ICE Group; Hong Kong; On-site; HKD 300,000 - 540,000; Full time

Benefits offered by this job

Paid annual leave 15 days + holidays

Medical/dental cover

Annual well-being allowance £100

MPF Scheme

Job summary

ICE Group is seeking an experienced, customer-focused Operations Executive to be the primary contact for NEC clients across the Asia Pacific region. This role combines client service with operational delivery for training, accreditation, consultancy and digital products.

You will manage end-to-end customer experiences, coordinate training programmes, support digital subscriptions and LMS/CRM systems, and liaise with finance on invoicing.

Qualifications

• Minimum 5 years in a B2B customer service, client success or customer operations role.
• Experience supporting training, accreditation, consultancy services or digital products.
• Fluent in English, Mandarin and Cantonese (written Simplified Chinese).
• Proven ability to work with clients in Hong Kong and Mainland China; Singapore/APAC a plus.

Responsibilities

• Manage end-to-end client experience for training, accreditation, consultancy and digital-product customers.
• Act as the primary contact for client and delegate enquiries, registrations and support requests.
• Coordinate public, in-house and specialised training programmes with excellent service.
• Support users of NEC digital products and subscriptions including onboarding and ongoing support.
• Manage training logistics: tutor scheduling, venue sourcing, materials and communications.
• Maintain LMS, digital platforms and customer records.
• Build strong relationships with clients, tutors, consultants and partner organisations in the region.
• Work with finance to support invoicing processes and payment queries.
• Contribute to service improvements and adapt processes for new markets and products.

Skills

B2B customer service

Client relationships

Multilingual communication

Organisational skills

Communication

Training coordination

Account management

CRM/LMS systems

Microsoft 365

Tools

CRM

LMS

Salesforce

Microsoft 365

Job description

Thomas Telford is the knowledge business of the Institution of Civil Engineers (ICE), creating specialist products and services for the civil engineering and construction markets. These include the bestselling NEC® suite of contracts and guides. We also provide a recruitment service with the ICE Recruit job board and technical training and accreditation for ICE members and those in the wider construction sector.

The Role:

We're looking for an experienced, customer-focused Operations Executive to become the primary point of contact for NEC clients across the Asia Pacific region. This is a varied and rewarding role where you'll combine exceptional client service with operational delivery, supporting NEC training, accreditation, consultancy services and digital products.

Working closely with clients, tutors, consultants and internal stakeholders, you'll play a key role in delivering an outstanding customer experience whilst supporting NEC's continued growth across Hong Kong, Mainland China, Singapore and the wider APAC region.

Key Responsibilities:

As NEC APAC Operations Executive, you'll be responsible for:

• Managing the end-to-end client experience for training, accreditation, consultancy and digital-product customers.
• Acting as the primary contact for client and delegate enquiries, registrations and support requests.
• Coordinating public, in-house and specialised training programmes, ensuring an exceptional service throughout.
• Supporting users of NEC digital products and subscriptions, including account setup, onboarding and ongoing customer support.
• Managing training logistics, including tutor scheduling, venue sourcing, course materials and delegate communications.
• Maintaining learning management systems (LMS), digital platforms and customer records.
• Building strong relationships with clients, tutors, consultants and partner organisations across the region.
• Managing inventory and supplier relationships locally.
• Working closely with finance teams to support invoicing processes, payment queries and client account administration.
• Contributing to service improvements and helping adapt operational processes to support new markets and products.

About you:

We're looking for a highly organised professional with a passion for delivering excellent customer experiences.

At least 5 years' experience in a B2B customer service, client success or customer operations environment.

• Sharp attention to detail and ability to operate with minimal supervision.
• Experience supporting software, digital products, subscriptions and/or professional services customers.
• Proven experience working with clients in Hong Kong and Mainland China, and preferably Singapore and other APAC markets.
• Fluent English, Mandarin and Cantonese language skills, including written Simplified Chinese.
• Strong Microsoft 365 skills including Word, Excel, PowerPoint, and confidence using CRM, LMS and business systems such as Salesforce.
• Excellent organisational skills with the ability to manage multiple priorities and deadlines.
• Strong communication and relationship-building skills with the confidence to engage professionally with senior stakeholders and clients.
• A calm, solutions-focused approach and the ability to handle challenging customer situations with empathy and professionalism.
• Experience coordinating training programmes, events or professional services delivery.
• Familiarity with NEC contracts, the construction sector or the built environment.
• Experience supporting invoicing, collections or finance administration processes.
• 15 days paid annual leave plus national holidays
• Medical/dental cover
• Annual £100 allowance towards your well-being
• MPF Scheme

ICE Group is an equal opportunities employer and are committed to ensuring an inclusive recruitment process. We welcome applications from disabled candidates and will provide reasonable adjustments throughout the recruitment process. If you need support or an alternative format, please contact us at [e-mail]

General Data Protection Regulations (GDPR) 2018

The data collected via this application process will only be used by the ICE Group for the purpose of recruitment and for the performance of an employment contract if a job offer is made. This data will not be disclosed to any external sources without express consent unless required to do so by law. Unsuccessful applicants’ data, both electronic and paper will be deleted/shredded six months from date of application. For any questions or concerns about your personal data, please get in touch with our Data Protection Officer at the details provided below: at Email: [e-mail] .

Applicants have the right to complain to the ICO at http://ico.org.uk/ if they have a concern with the way ICE is handling their data.