Assistant Director - Lifelong Learning Client Services

Nanyang Technological University is a leading global university recognised for excellence in education and research. Nanyang Business School (NBS) is one of Asia’s premier business schools, committed to delivering impactful education and driving innovation in teaching and engagement.

Nanyang Executive Education (NEE), a division of Nanyang Business School, delivers a wide range of executive and lifelong learning programmes. As NEE rapidly scales its B2C lifelong learning portfolio, including FlexiMasters and Open Enrolment Public Programmes, a dedicated leader is needed to build a robust operational foundation that can support thousands of participants annually.

Job Purpose

The Assistant Director, Lifelong Learning Client Services, provides strategic and operational leadership over NEE's high-volume B2C programmes. The role is responsible for designing and implementing the scalable automated processes, and efficient service delivery models required for this portfolio. This position is critical for driving operational efficiency, ensuring a high-quality participant experience at scale, and building a stable and resilient operational backbone for NEE's future growth in the lifelong learning market.

Key Responsibilities

• Design, implement, and optimize 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 Standard Operating Procedures (SOPs), service level agreements (SLAs), and compliance standards.
• Oversee the effective 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 effectively.
• Utilize data and operational metrics to diagnose bottlenecks, forecast workload, and drive continuous process improvement.

Skills & Competencies

• Enterprise Operations Leadership: Ability to provide horizontal leadership across multiple programme portfolios, ensuring consistency, reliability, and coherence in delivery outcomes.
• Judgement and Decision-Making: Strong operational judgement to prioritise resources, resolve cross-portfolio conflicts, and determine appropriate intervention and escalation.
• Planning and Coordination: Ability to manage complexity, competing priorities, and delivery peaks across multiple concurrent programmes and teams.
• Stakeholder Management and Influence: Strong interpersonal and communication skills to align senior stakeholders, facilitate collaboration, and maintain trust across the organisation.
• Operational Discipline and Accountability: Ability to reinforce standards, processes, and service expectations while supporting teams through change and scale.
• Resilience and Leadership Presence: Capacity to operate calmly and decisively under pressure, providing stability and continuity in a fast-paced environment.

Requirements

• Bachelor’s degree from a recognised institution.
• Qualification in business, management, education, public policy, or a related field is advantageous.
• End-to-end programme operations in executive education, lifelong learning, or complex service delivery environments.
• Delivery models spanning open enrolment, modular credentials, and scaled programmes such as FlexiMasters.
• Operational risk management, delivery governance, and service quality assurance in multi-portfolio contexts.
• University policies, funding requirements, and operational procedures relevant to programme delivery.
• Substantial experience in programme operations, delivery leadership, or organisational management within executive education or similar environments.
• Proven ability to operate across multiple portfolios and senior stakeholders, with strong judgement and coordination skills.
• Strong leadership presence, communication skills, and the ability to manage complexity at enterprise scale.
• Excellent analytical, problem-solving, and project management skills.
• Scaling Processes: Demonstrated, hands-on success in designing, documenting, and scaling operational processes to handle a large and growing customer or participant base.

We regret to inform that only shortlisted candidates will be notified.

Hiring Institution: NTU