Job Description

At ILHAM, we believe that every individual has the power to make a difference.


We look forward to growing with you.



Come join us!



Location: East


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Main Responsibilities:

Manage the Admin Centre department, overseeing phone and email-based frontline operations, fee management, and customer relations functions Lead the strategic development and execution of workflows and service standards to improve parent engagement and responsiveness Oversee fee collection processes, ensuring accuracy, timeliness, and compliance with internal policies Drive arrears management strategies, with a focus on prevention and effective follow-up mechanisms Oversee financial assistance application processes and guide the team in household income computation and eligibility assessment Manage and optimise the use of CRM and SMS systems, including performance tracking, reporting, and process automation Work with centres based at mosques and other units to ensure effective coordination and prompt resolution of parent queries and incidents, including follow-up and closure, while ensuring alignment in the execution of initiatives Monitor and manage department action plans and annual budget Oversee projects that support staff self-development and engagement, contributing to improved employee productivity and overall employee experience Deliver advisory and support to Directors and relevant stakeholders on operational and service-related matters #

Minimum Requirements:

Minimum 5 years of experience in operational management, customer service, or related administrative leadership roles Experience in leading fee operations, managing service recovery efforts, and coordinating cross-centre communications Proficient in CRM platforms, SMS systems, and workflow optimisation Strong interpersonal and communications skills, both oral and written * Ability to manage people and systems with a focus on strategic service delivery and continuous improvement