Manager, Graduate Programmes

The Manager, Graduate Programmes is the expert in customer service who will help to ensure successful and timely delivery of our e-Learning education programmes. He/She must have a thorough understanding of the suite of the organisation’s programmes and the needs of the students. He/She will be looked upon for advice and assistance in the area of quality management and customer service matters. While the role involves strategic focus, the person must be contributing at the day-to-day operational level.

Responsibilities:

Deliver high quality customer service, a high degree of customer satisfaction, and achievement of help desk support by responding to customer enquiries, issues and concerns in a timely manner
Lead and supervise a group of Programme Executives to support the delivery of our e-Learning programmes
Collate and analyze customer complaints/feedback from all sources and implement service recovery efforts for customer problem resolution
Improve the efficiency and effectiveness of help desk support staff by setting performance standards, decrease response time, enable servicing multiple customers using various modes at one time, and improving customer service
Ensure competence and continuity of help desk support through on-going training, development, appraisal and motivational techniques
Analyze and implement improvements to current internal and external customer service systems and processes
Champion customer service in the company by setting service standards and inculcating quality service mindsets

Key Deliverables:

Develop a system to actively Encourage articulation to higher level programmes as appropriate through the various points of contact with students
Identify strategy to deal with students at risk with the objective of student retention
Preempting and addressing cases of student withdrawals
Develop study plans for students so that they can complete the programmes on time
Ensure smooth running of examinations that are conducted over weekends
Measure customer satisfaction by conducting customer survey, complaints/compliments, repeat business, feedback forms, etc

Requirements:

Bachelor’s degree in a related field preferred
Minimum 10 years of relevant work experience in customer service centered industry like banking, telco industry
Experience in the education industry will be an added advantage
Deep understanding of customer service systems and solutions to address business issues
Strong customer service mindset and IT savvy
Process and quality oriented
Effective interpersonal skills with ability to facilitate and influence for positive outcomes
Possess drive and leadership skills with ability to coach and develop a highly motivated and result oriented team

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