Senior Executive (Programme Delivery & Operation Excellence)

Job Purpose

To coordinate and deliver high-quality programme operations by supporting end-to-end programme execution, service excellence, and continuous improvement initiatives, ensuring smooth delivery, stakeholder satisfaction, and adherence to operational standards.

Key Accountabilities:

Programme Delivery Coordination

- Coordinate end‑to‑end operational delivery of assigned executive, professional & customised programmes and business centre rental.
- Support programme scheduling, logistics, SME coordination, participant communications and other operational arrangements.
- Monitor programme readiness and operational matters.

Operational Excellence & Supervision

- Implement and maintain agreed operational SOPs, service standards, workflows and delivery checklists.
- Monitor operational processes to identify gaps, risks, recurring issues and/or any HSE related matters
- Support the review and enhancement of operational processes to improve efficiency, consistency, and service quality.
- Contribute to continuous improvement initiatives, including process standardisation, issue resolution, and implementation of best practices.

Customer & Learner Experience

- Support learner and client onboarding and communications throughout the programme.
- Address operational and service-related issues promptly and escalating complex matters to the appropriate stakeholders where necessary.
- Collect and monitor learner and client feedback to identify service gaps and opportunities for improvement.

Stakeholder Coordination

- Act as a key operational point of contact for clients, participants, SMEs and internal stakeholders throughout programme delivery.
- Coordinate internal and external service providers to meet delivery requirements.

Reporting & Documentation

- Maintain accurate programme records, trackers and operational documentation.
- Support preparation of operational reports and post‑programme feedback.
- Ensure documentation complies with institutional and quality requirements.

Qualification & Experience:

- Bachelor’s Degree in Business, Business Administration, Management, or any related field.
- Minimum 5–7 years of relevant experience in programme delivery, operational excellence, customer success, service coordination, or a related field.
- Strong coordination, communication, problem-solving, and organisational skills.
- Strong customer and service orientation, with the ability to manage client and stakeholder expectations effectively
- Demonstrated ability to coordinate multiple programmes, manage operational requirements, and ensure smooth end-to-end service delivery.
- Good stakeholder management skills with the ability to work effectively with internal and external stakeholders.