Executive / Snr Executive, Customer Service & Operations

Singapore Red Cross Society; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A prominent humanitarian training organization in Singapore is seeking a Customer Service & Operations Manager to oversee the learner journey and lead the Customer Service & Operations teams. The ideal candidate will ensure exceptional service delivery and manage operations across multiple locations, driving efficiency and sales targets. This role combines leadership and operational oversight to directly contribute to community resilience through training and humanitarian education.

Benefits

Opportunity to impact community resilience

Dynamic work environment

Professional development opportunities

Qualifications

• Minimum of 3 years of experience in managing customer service and operations teams in service-centric industries.
• Proven track record in a management role overseeing multiple physical locations.
• Demonstrated experience in managing teams to achieve specific sales and revenue targets.

Responsibilities

• Provide day-to-day leadership for Customer Service and Operations teams.
• Monitor inbound enquiries and registrations to ensure responsiveness.
• Manage the operational budget for training centres and functional teams.

Skills

Leadership & Coaching

Operational Excellence

Strategic Sales Focus

Communication

Resilience

Education

Degree in Business Administration, Operations Management, or a related field

Tools

Training Management Systems (TMS)

Job description

About the Programme

The Singapore Red Cross Academy is the training arm of the Singapore Red Cross, dedicated to building community resilience by equipping individuals and organisations with essential humanitarian knowledge and skills. We are the region's go-to institute for humanitarian studies, offering a comprehensive suite of courses in First Aid & Resuscitation, Psychosocial Support, and other Humanitarian and Caregiving programmes. We strive to empower individuals and communities to help save lives.

Job Purpose

The Singapore Red Cross Academy (SRCA) is seeking a highly motivated and experienced leader to take on the role of managing the Customer Service & Operations team. This pivotal role is responsible for overseeing the entire learner journey, ensuring exceptional service delivery, achieving sales targets, and managing the seamless operations across six distinct customer service cum training centres and two functional teams (Customer Service and Operations).

The successful candidate will drive efficiency, uphold high service standards, and strategically lead teams to meet the Academy's enrollment and revenue goals.

Job Responsibilities

1. Leadership, Team Coordination & Workflow Oversight
   • Team Guidance: Provide day-to-day leadership, guidance, and coordination for the Customer Service and Operations teams.
   • Work Planning: Coordinate manpower scheduling, workload distribution, and task prioritisation across centres and functions.
   • Operations Oversight: Oversee team members responsible for procurement, logistics, and other technical functions, ensuring alignment to priorities and timelines.
   • SOP Consistency: Lead the development, implementation, communication, and adherence to SOPs and workflows across all centres.
2. Enrolment, Sales & Service Management
   • Sales & Service Management: Work with the Head of LSM to develop a sales & service culture within the Team and meet the KPIs.
   • Enquiry Management Oversight: Monitor the handling of inbound enquiries and registrations, ensuring responsiveness and quality follow‑up.
   • Conversion Support: Reinforce good customer engagement practices to support conversion and enrolment outcomes.
   • KPI Monitoring: Track daily/weekly operational and sales indicators and flag trends or issues for corrective or preventive actions.
   • Collaboration: Work with both internal & external stakeholders on rolling out promotions, course updates, and enrolment initiatives.
3. Centre & Operational Coordination
   • Centre Readiness: Ensure operational readiness, maintenance, and facility management for all six customer service cum training centres, ensuring a safe, conducive, and professional learning environment.
   • Operational Scheduling: Work with the Centres and Head of LSM to monitor the course calendar, ensuring classes are conducted as planned, filled sessions are executed smoothly, and under‑enrolled sessions are adjusted or consolidated as needed.
   • Issue Escalation: Highlight operational risks or constraints early for corrective or preventive measures, or for management attention.
   • Budget Management: Manage the operational budget for the training centres and functional teams, ensuring cost‑effective resource utilisation.
4. Customer Experience & Compliance
   • Service Quality: Promote service excellence and work with teams to resolve learner/client issues promptly.
   • Escalation Handling: Manage first‑level escalations; collaborate with senior management for complex cases.
   • Compliance Check: Ensure adherence to SRFAC, SSG, and internal policies for course administration and certification (with technical processes carried out by specialists).
   • Continuous Improvement: Gather feedback from teams and learners to propose enhancements to processes and service delivery.

Job Specifications

Qualifications & Experience

• Degree in Business Administration, Operations Management, or a related field.
• Minimum of 3 years of progressive experience in managing customer service and operations teams, preferably within the education, training, hospitality, or service‑centric industry.
• Proven track record in a management role overseeing multiple physical locations or centres is highly desirable.
• Demonstrated experience in managing teams to achieve specific sales and revenue targets.
• Strong familiarity with Training Management Systems (TMS) and government funding schemes (e.g., SkillsFuture, SSG) is a must.

Skills & Competencies

• Leadership & Coaching: Excellent people management skills, with the ability to inspire, develop, and drive high‑performing teams across different functions.
• Operational Excellence: Strong analytical skills and experience in developing and implementing operational SOPs and process improvements.
• Strategic Sales Focus: Business acumen with a strong understanding of sales cycles and a proven ability to meet revenue goals.
• Communication: Exceptional stakeholder management, negotiation, and professional communication skills (verbal and written) to interact with corporate clients, learners, and senior management.
• Resilience: Ability to perform effectively under pressure and manage high‑volume, time‑sensitive operational demands.

Why Join Us?

Lead the service and operational backbone of the Singapore Red Cross Academy. Your leadership will directly enable the delivery of life‑saving skills to thousands annually, contributing significantly to community resilience in Singapore. This role offers the unique challenge of managing a large, multi‑site operation with a direct impact on the humanitarian mission.