Head of Candidate Experience & Admissions

Institute of Singapore Chartered Accountants (ISCA); Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

The Institute of Singapore Chartered Accountants (ISCA) seeks a seasoned Lead (Candidate Experience) to oversee the SCAQ admissions and overall candidate journey, from application to graduation.

You will supervise the admissions team, ensure accurate eligibility checks, coordinate with overseas teams, and deliver regular management reports while driving continuous process improvements including system enhancements.

Qualifications

• Bachelor's degree in any discipline, preferably in Business, Accountancy or a related field.
• 5+ years of relevant experience in programme administration, operations, customer service, or related field.
• Experience supervising/leading teams in high-volume, fast-paced environments.
• Experience leading business users in system development/enhancement projects.
• Strong understanding of candidate admissions, exams, eligibility validation, and programme administration.

Responsibilities

• Lead day-to-day administration of SCAQ candidate applications, module enrolments, and exemption assessments, ensuring accuracy and timely processing.
• Support regular reporting and data management of the candidate system, including report generation.
• Oversee high-volume queries across all service channels (email, phone, WhatsApp, walk-ins) for SCAQ and ISCA qualifications.
• Monitor end-to-end candidate progression from application to graduation.
• Plan and lead annual candidature renewal exercise to support retention outcomes.
• Review and drive system change requests (CRs) with ICT on requirements, UAT, data validation.
• Oversee billing matters including bulk billing, refunds, reconciliations.
• Collaborate with internal teams to plan targeted communications to candidate segments.
• Provide guidance on complex cases/appeals and lead issue resolution.
• Coach and develop team members and review workflows to meet KPIs.

Skills

Leadership

Stakeholder management

Coaching & people development

Process improvement

Governance & compliance

Communication skills

Problem solving

Education

Bachelor's degree in any discipline

Tools

Microsoft Excel

Power BI

Job description

The Institute of Singapore Chartered Accountants (ISCA) seeks a seasoned Lead (Candidate Experience) to oversee the SCAQ admissions and overall candidate journey, from application to graduation.

You will supervise the admissions team, ensure accurate eligibility checks, coordinate with overseas teams, and deliver regular management reports while driving continuous process improvements including system enhancements.