Executive / Senior Executive (Member Experience & Transformation)

ISCA Cares Limited; Singapore; On-site; SGD 42,000 - 56,000; Full time

Job summary

ISCA Cares Limited is seeking an Executive/Senior Executive to drive high-quality member experiences and streamlined operations across the membership cycle.

You will manage membership administration, renewals, financial assistance processing, CPE compliance and event support while leveraging technology and automation for scalable service.

Qualifications

• Diploma or degree in business, finance, data analytics or related field.
• Preferably 3–5 years of relevant experience with high-volume processing and reporting.
• Experience with CRM, membership systems, payment records, audit records or datasets is advantageous.
• Exposure to compliance checks, reconciliation, reporting, or committee papers is useful.

Responsibilities

• Administer membership renewal, reinstatement and related processes accurately and on time.
• Coordinate financial assistance applications, eligibility checks and follow-ups.
• Support CPE compliance administration, audits and documentation.
• Process payments, refunds and related membership transactions; prepare reports.
• Deliver frontline member service and assist with events and communications.
• Maintain accurate records and contribute to SOPs and automation improvements.

Skills

Excel proficiency

Data analysis

Attention to detail

CRM systems experience

Communication

Process improvement

Payment records handling

Education

Diploma/Degree in Business or Finance

Tools

Microsoft Excel

CRM systems

Job description

• The Executive / Senior Executive supports ISCA’s 2026 ambition to be member-first, digitally enabled and growth-focused by delivering high-quality member experience and operational innovation across the membership cycle.
• Key responsibilities include delivering accurate, timely and member-centric administration across membership renewal, financial assistant application, CPE compliance, Public Accountant registration/cancellation administration, frontline service and member events.
• This role is not purely operational but to leverage technology, AI and automation to streamline operations, enhance member self-service capabilities and deliver scalable, high-quality member experiences.

Job Description

1. Membership Administration

• Serve as the main contact point with ACRA on Public Accountant registration and cancellation status matters.
• Follow up with members on Public Accountant registration/cancellation status and ensure timely updates in CRM and internal trackers.
• Consolidate and report monthly movements in the list of Public Accountants for monthly agenda papers.
• Process top-up payment where applicable.

2. Membership Renewal and Reinstatement Administration

• Support pre-renewal preparation, including system change documentation, user testing and coordination with corporate contacts on bulk renewal.
• During renewal, review collection reports to identify duplicate payments, payment issues or exceptions, and elevate system or payment matters to ICT and Finance with proposed follow-up actions.
• Review waiver requests and provide administrative support for reinstatement.
• Conduct renewal calls where required and respond to member feedback
• Support reporting such as renewal statistics, reconcile membership numbers at renewal opening and closure.

3. Financial Assistance Application Processing and Reporting

• Process Financial Assistance Application including eligibility validation and review of supporting documents.
• Assess and process complicated cases and appeals, with timely follow-ups to applicants and internal stakeholders to resolve gaps or discrepancies.
• Update application status in CRM/system to support audit trail completeness.
• Consolidated reduced-charge cases and statistics, prepare monthly agency papers for approval, and ensure application outcomes are communicated only to relevant members.

4. CPE Compliance and Audit Support

• In charge of CPE compliance administration, audit processes and member communications.
• Collate and organise supporting evidence, track samples and maintain audit records for CPE audit checks.
• Identify opportunities to simplify CPE workflows through automation, clearer member guidance and better documentation.

5. Payment Processing, Refunds, Reporting and Data Analysis

• Support system payment processing, refunds and related membership transactions.
• Prepare, consolidate and analyse data using Excel tools such as pivot tables, lookups, formulas and reconciliations.
• Assist in preparing reports for forecast, budget and audit purposes.

6. Frontline Service, Member Events and Operational Support

• Support frontline service delivery and respond to member enquiries professionally across service channels.
• Assist in member events and recognition activities, including planning, coordination, registration, on-site support, post-event follow-up and reporting.
• Support membership administrative tasks, including data cleansing and validation to ensure accuracy for renewal outreach and member communications.
• Maintain accurate records and contribute suggestions to improve operational efficiency, service quality and member experience.

Job Requirement

• Diploma/Degree in Business, Finance, Data Analytics, Statistics, Accountancy or a related discipline.
• Preferably 3 to 5 years of relevant experience, with proven ability to manage higher-volume processing, reporting and operational follow-ups independently.
• Experience working with CRM, membership systems, payment records, audit records or structured datasets would be an advantage.
• Experience supporting compliance checks, reconciliation, reporting, documentation or committee/management papers would be useful.
• Prior exposure to professional bodies, membership organisations, finance operations, audit support or customer/member service operations will be an advantage.
• Strong proficiency in Microsoft Excel, including data analysis, reconciliation, pivot tables, formulas and lookups.
• Comfortable working with membership systems and payment-related records.
• Strong analytical mindset with high attention to detail, accuracy and audit traceability.
• Able to manage high-volume processing, competing deadlines and disciplined follow-ups during peak periods.
• Well organised, methodical and reliable, with the ability to follow SOPs and maintain accurate records.
• Good communication and service skills, with the ability to handle member queries, sensitive cases and internal coordination professionally.
• Able to identify opportunities to simplify workflows, improve reporting and support automation or system enhancements.