What the role is

This is a 2-year contract position as a Manager in the CET Academy.

What you will be working on

You will lead, coach and mentor a team to administer, improve and develop systems to support operations of Career Advisory and handle customer service related matters including lead conversion.

Your responsibilities will include, but are not limited to, the following:

Career and Course Advisory

Design and implement career and course advisory strategies for adult learners.
Supervise and mentor Learning Career Ambassador in providing career advisory to adult learners.
Provide career guidance to adult learners on career goals, personal branding and career development strategies. Administer self-assessment and career profiling tools to the adult learners where necessary, for their own insights. Guide adult learners in the exploration of their strengths, values, career interests and career preferences.
Organise and conduct relevant workshops and consultations to help adult learners develop career skills and conduct effective job searches, such as interviewing, resume writing, and networking.
Connect adult learners to learning, career development and financial resources such as financial subsidies, grants and scholarships.
Facilitate job placements and career transitions, where appropriate.
Track the development and employability of adult learners, forecast outcome metrics, thereafter, iterate strategies, prioritise efforts and tactics.
Foster partnerships and increase placement opportunities through continuous, targeted engagements with hiring corporate partners, including organising fairs, talks, networking and hiring events for adult learners as well as customised initiatives to meet the hiring needs of key corporate partners.

Customer/Learner Relations

Lead and manage the daily operations of the contact centre/ customer service team, ensuring timely and effective handling of enquiries from prospective learners.
Develop and implement strategies to convert leads into learners by optimizing customer engagement and service processes.
Track and analyse lead conversion metrics to identify trends, gaps and opportunities for improvement.
Develop and implement customer service policies, procedures, and standards to enhance service quality and efficiency.
Monitor and analyse customer feedback and data across calls and emails to identify trends, improve service delivery.
Collaborate with inter-departments to address customer concerns and improve cross-functional processes.
Drive customer satisfaction, loyalty, and retention initiatives to enhance engagement and brand trust.
Stay updated on industry best practices and emerging customer service technologies.

What we are looking for

At least 5 years of relevant career advisory/guidance experience and/or customer service management
Proven leadership and team management skills
Excellent communication and interpersonal skills
Strong analytical and problem-solving abilities
Experience in outplacement services
Have a passion for working with adult learners in guiding them on their upskilling and re-skilling for better career prospects and opportunities
Proficient in MS Office applications, with intermediate to advanced Microsoft Excel knowledge
Experience in data mining and data analysis, and project management would be an advantage
Knowledge of lead generation and conversion best practices
Excellent time management and multi-tasking ability
High adaptability to changes in a fast-paced environment

About Ngee Ann Polytechnic

At Ngee Ann Polytechnic, our nine academic schools offer over 40 full-time diplomas to a growing student population of more than 15,000. As a public tertiary institution, internationally-recognised for its academic excellence and close industry links, NP prides itself on having a dedicated and professional teaching faculty, complete with campus facilities that are among the finest in the world. An institution of higher learning, Ngee Ann Polytechnic believes in giving every student an enriching learning experience and every employee the opportunity to build a meaningful career. If you are a self-starter with an innovative mind, a versatile person with the drive for all-rounded excellence, and a dedicated team player who shares our vision and values, we invite you to join our inspired team.