Cluster Lead (Customer Support), SMU Academy (SMUA)

COMPANY DESCRIPTION

Singapore Management University is a place where high-level professionalism blends together with a healthy informality. The 'family-like' atmosphere among the SMU community fosters a culture where employees work, plan, organise and play together – building a strong collegiality and morale within the university.

Our commitment to attract and retain talent is ongoing. We offer attractive benefits and welfare, competitive compensation packages, and generous professional development opportunities – all to meet the work-life needs of our staff. No wonder, then, that SMU continues to be given numerous awards and recognition for its human resource excellence.

RESPONSIBILITIES

• Manage a team.
• Work closely with clusters, pillars, and key stakeholders to coordinate and communicate on logistics, payment, and administrative support matters throughout the participants’ learning journey.
• Oversee effective communications and email responses to participants on operational inquiries (e.g. payments, new intakes, LMS, certificates, course details, etc.).
• Identify and propose processes to improve customer experience and align internal stakeholders towards same process.
• Leverage on data analytics to monitor customer experience ratings and identify and plan on strategies to improve customer experience.
• Manage and coordinate the dissemination of RapidSMS (SMS messages) to participants and ensure they are informed of any late-notice program cancellations, updates, or changes.
• Manage and make decisions on requests for deferment and withdrawal fee waivers from course participants.
• Oversee and ensure changes to registration status/details of participants are timely updated into the system with relevant stakeholders informed.
• Manage and address challenging or late requests from course participants.
• Assist with running Academy courses, with flexible compensation for any after-hours work, typically 2 to 4 times a year.
• Other duties as assigned.

QUALIFICATIONS

• Degree with at least 5 years of relevant work experience, including at least 3 years in a supervisory or managerial role.
• Strong leadership, organizational, and project management skills.
• Self-driven, meticulous, resourceful and adapt to changes well.
• Able to handle and resolve work challenges.
• Able to work collaboratively with others.
• Coach and mentor team members.
• Possess a good level of written and communication skills.
• Able to work with data to interpret and generate reports.
• Keen on process improvement and efficiency.
• Possess a service mindset.
• Familiarity with Learning Management System (LMS), Training Management System (TMS), and Microsoft Power Automate will be advantageous.