Accountabilities:Learner-Centred Service Delivery:Execute the day-to-day work processes for the smooth delivery of services to SIM GE learners.Support the Supervisor in monitoring the day-to-day work processes for the smooth delivery of services to SIM GE learner.Leadership:Provide guidance to team members to perform their duties effectively and efficiently.Performance Management: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.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 departmentJob Requirements:Preferably degree with at least 3 - 6 years of relevant work experience, including in a supervisory position, within a customer-focused environment, preferably in an education settingUnderstanding of frontline customer/call center operations, with knowledge of customer service and enquiry-handling processesBilingual with good command of spoken and written EnglishWorking knowledge of Microsoft Office softwareExcellent interpersonal, communication and presentation skillsGood planning and organizational skillsAbility to engage effectively with people of diverse background 4. A team player who is able to work with academic staff and administrative support personnelResult-orientedResourcefulAble to work independently and as a member of multiple and varied teamsWe regret that only shortlisted candidates will be notified.
Accountabilities:Learner-Centred Service Delivery:Execute the day-to-day work processes for the smooth delivery of services to SIM GE learners.Support the Supervisor in monitoring the day-to-day work processes for the smooth delivery of services to SIM GE learner.Leadership:Provide guidance to team members to perform their duties effectively and efficiently.Performance Management: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.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 departmentJob Requirements:Preferably degree with at least 3 - 6 years of relevant work experience, including in a supervisory position, within a customer-focused environment, preferably in an education settingUnderstanding of frontline customer/call center operations, with knowledge of customer service and enquiry-handling processesBilingual with good command of spoken and written EnglishWorking knowledge of Microsoft Office softwareExcellent interpersonal, communication and presentation skillsGood planning and organizational skillsAbility to engage effectively with people of diverse background 4. A team player who is able to work with academic staff and administrative support personnelResult-orientedResourcefulAble to work independently and as a member of multiple and varied teamsWe regret that only shortlisted candidates will be notified.
