Assistant Director, Lifelong Learning Client Services

About the role

Nanyang Technological University's Nanyang Executive Education (NEE), a division of Nanyang Business School, is scaling its B2C lifelong learning portfolio, including FlexiMasters and Open Enrolment Public Programmes. The Assistant Director, Lifelong Learning Client Services, provides strategic and operational leadership over these high-volume programmes, designing and implementing scalable automated processes and efficient service delivery models. The role is critical for operational efficiency, a high-quality participant experience at scale, and a stable operational backbone for future growth.

Key responsibilities

• Design, implement and optimise scalable systems and automated workflows for participant registration, onboarding and support.
• Lead all client service operations for the FlexiMasters and Open Enrolment Public Programmes portfolio, ensuring service excellence and participant satisfaction.
• Manage the operational governance framework, including SOPs, SLAs and compliance standards.
• Oversee the use of the Training Management System (LMS) and other educational technologies to improve efficiency and the participant experience.
• Lead and develop a high-performing client services team, managing performance to handle high-velocity operations.
• Use data and operational metrics to diagnose bottlenecks, forecast workload and drive continuous process improvement.

Required profile

• Bachelor's degree from a recognised institution; a qualification in business, management, education, public policy or a related field is advantageous.
• Substantial experience in programme operations, delivery leadership or organisational management within executive education or similar environments.
• Proven ability to operate across multiple portfolios and with senior stakeholders, with strong judgement and coordination skills.
• Demonstrated, hands-on success in designing, documenting and scaling operational processes for a large and growing customer or participant base.

Required skills

• End-to-end programme operations in executive education, lifelong learning or complex service delivery environments.
• Delivery models covering open enrolment, modular credentials and scaled programmes such as FlexiMasters.
• Operational risk management, delivery governance and service quality assurance in multi-portfolio contexts.
• Knowledge of university policies, funding requirements and operational procedures relevant to programme delivery.
• Excellent analytical, problem-solving and project management skills.

Only shortlisted candidates will be notified.