Job Description

Accountabilities:Learner-Centred Service Delivery: Plan, coordinate, supervise and monitor the day-to-day work processes for the smooth delivery of services to SIM GE learners.Leadership: Provide supervisory leadership to Student Services staff by providing training and coaching to build their skills and capability to perform their duties efficiently.Guide and supervise team members in the operational aspect of assigned work to achieve articulated services.Performance Management: Supervise the Student Services team to ensure the smooth execution of services to achieve departmental outcomes.Conduct monthly analysis of the team\'s student interactions through the monthly scorecard; provide training and coaching to team members to improve performance if required.Budgeting and Resource Allocation: Provide inputs for the annual budget of Student Services department.Plan and ensure appropriate and sufficient resources at the team level.Continuous Improvement and Innovation: Plan, review and supervise improvements on systems and processes to improve the efficiency and effectiveness of Student Services department. Quality Control: Implement check procedure and monitors to ensure that SIM GE student interactions are responded to in accordance to policies, procedures and regulatory requirements.Support and coordinate audits on Student Services department.Job Requirements:- Degree with at least 6 years of working experience with 3 years\xe2\x80\x99 experience in supervisory position within a customer-focused environment, preferably in an education setting-Understanding of frontline customer/call center operations, with knowledge of customer service and enquiry-handling processes- Bilingual with good command of spoken and written English-Working knowledge of Microsoft Office software-Excellent interpersonal, communication and presentation skills-Good planning and organisational skills-Ability to engage effectively with people of diverse background-A team player who is able to work with academic staff and administrative support personnel-Result-oriented-Resourceful-Able to work independently and as a member of multiple and varied teamsWe regret that only shortlisted candidates will be notified.

Singapore Institute of Management