Assistant Manager, Outbound Services

About the role

The Assistant Manager, Outbound Services drives process improvement and digital enablement for the administration of student overseas programmes. The role reviews end-to-end workflows, translates operational needs into system requirements, coordinates enhancements to the SP Overseas Programme system module and related platforms, conducts data validation and user acceptance testing, and supports implementation and user adoption. It works with Academic Schools, Departments and other stakeholders to make outbound processes efficient, accurate, user-centred and compliant.

Key responsibilities

• Review and redesign end-to-end overseas programme workflows to address pain points and control gaps, introducing simplification, automation and self-service.
• Translate operational needs into functional requirements, coordinate system enhancements with IT colleagues and oversee user acceptance testing and implementation.
• Maintain operational documentation, monitor compliance, conduct user training and support adoption of new processes and systems.
• Improve data quality and develop dashboards and reports for operational monitoring and management decisions.
• Oversee outbound processes such as trip submissions, insurance, funding, procurement, stakeholder enquiries and exception management.

Required profile

• Diploma or degree in Information Technology, Information Systems, Computer Science or a related discipline; professional certifications are advantageous.
• 2-4 years of experience in business analysis, systems implementation, digital transformation, process improvement, project management or operations, preferably in the public sector.
• Experience in requirements gathering, system enhancements, user acceptance testing and implementation.
• Strong project-management, stakeholder-engagement, communication and documentation skills, with an analytical, detail-oriented and service-focused approach.

Required skills

• Process mapping and business analysis.
• Digital tools, data analysis and reporting; familiarity with Microsoft 365, Power BI and low-code automation tools is advantageous.

Shortlisted candidates will be contacted within 30 days of the closing date. Successful candidates will be offered a contract until 30 December 2027.