Head, Operations Management

NTUC LearningHub Pte Ltd; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading educational institution in Singapore is looking for a Digital Operations Manager to oversee the execution of digital operations, ensuring tasks are completed on time. The ideal candidate will possess strong team management skills, stakeholder engagement abilities, and experience with data analysis tools. This role involves leading budgeting processes, facilitating audits, and collaborating with various departments to drive operational success. Competitive remuneration and opportunities for professional development are offered.

Qualifications

• Experienced managing large teams with diverse backgrounds.
• Good stakeholder engagement and relationship management.
• Able to generate insights from complex data.
• Self-starter and entrepreneurial in a fast-paced environment.

Responsibilities

• Manage digital operations to ensure timely task completion.
• Facilitate audits and review with funding agencies.
• Lead financial budgeting for operations management.
• Communicate with stakeholders for relevant updates.
• Oversee talent and performance management.

Skills

Stakeholder engagement

Communication skills

Data analysis

Team management

Visualisation tools (Power BI, Tableau)

Lean/Six Sigma

Tools

Power BI

SharePoint

Power Automate

Power Apps

Job description

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.

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

• 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

• 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 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.