Operations Manager (Student Services)

Role Overview

The Operations Manager (Student Services) is responsible for overseeing the performance, service excellence, and operational efficiency of all BELLS training centres. This role drives strategic initiatives aligned with senior management goals, focusing on student outcomes, service quality, and operational scalability.

Key Responsibilities

1. Centre Operations Oversight

• Oversee daily operations across all BELLS training centres

• Ensure consistency in service delivery, processes, and standards

• Monitor centre performance (enrolment, attendance, service KPIs)

2. Strategic Execution (Aligned with SMC CSFs)

Upskilling Strategy

• Develop and implement upskilling pathways and training programs

• Collaborate with stakeholders to enhance course offerings

• Drive initiatives to improve student progression and outcomes

Attendance & Make-Up Management

• Monitor absenteeism trends using TMS (Training Management System)

• Implement strategies to reduce absentee rates

• Optimise make-up class processes

Service Excellence

• Ensure high standards of student experience across all centres

• Drive continuous improvement in service delivery

• Handle escalations and critical service issues

3. Team Leadership & Development

• Coach, mentor, and develop Centre Operations teams

• Build leadership pipeline within centres

• Conduct performance reviews and training plans

4. Risk Management & Continuous Improvement

• Identify operational risks and inefficiencies

• Propose and implement solutions

• Work cross-functionally to enhance operational effectiveness

5. Business & Transformation Initiatives

• Support business planning and expansion strategies

• Drive digital transformation initiatives (e.g. automation, tech adoption)

• Participate in strategic projects to improve business scalability

Requirements

Education

• Diploma or Degree in Business, Operations Management, or related field

Experience

• 5–8 years of relevant experience in:

  • Education / Training / Service industry

  • Multi-site operations management

• Minimum 2–3 years in a leadership role

Skills & Competencies

• Strong leadership and people management skills

• Data-driven decision making (KPIs, reporting, analytics)

• Experience with systems (e.g. TMS, LMS)

• Excellent problem-solving and stakeholder management

• Ability to work in fast-paced, performance-driven environment

Preferred

• Experience in private education / training centres

• Familiarity with SSG / WSQ frameworks

• Exposure to digital transformation or process automation