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

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

• Operation
• Full Time
• Employment Type
• Manager
• Experience Level
• Bachelor's Degree or equivalent
• Education Level
• Singapore | Closing On 01 Mar 2026
• Country
• Hybrid
• Working Arrangement

About Us

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.

Job Description

• 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.

Other Information

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Candidates who do not possess the stipulated qualifications but have relevant work experience may still apply. Remuneration and appointment terms shall commensurate with qualifications and experience. SMU reserves the right to modify the appointment terms where necessary.

Posted On 30 Jan 2026