At ILHAM, we believe that every individual has the power to make a difference. We look forward to growing with you.
Come join us!
Assistant Manager/ Manager, Admin Centre
Location: East
Main Responsibilities:
Manage the Admin Centre department, overseeing phone and email-based frontline operations, fee management, and customer relations functions
Lead the strategic development and execution of workflows and service standards to improve parent engagement and responsiveness
Oversee fee collection processes, ensuring accuracy, timeliness, and compliance with internal policies
Drive arrears management strategies, with a focus on prevention and effective follow-up mechanisms
Oversee financial assistance application processes and guide the team in household income computation and eligibility assessment
Manage and optimise the use of CRM and SMS systems, including performance tracking, reporting, and process automation
Work with centres based at mosques and other units to ensure effective coordination and prompt resolution of parent queries and incidents, including follow-up and closure, while ensuring alignment in the execution of initiatives
Monitor and manage department action plans and annual budget
Oversee projects that support staff self-development and engagement, contributing to improved employee productivity and overall employee experience
Deliver advisory and support to Directors and relevant stakeholders on operational and service-related matters
Minimum Requirements:
Minimum 5 years of experience in operational management, customer service, or related administrative leadership roles
Experience in leading fee operations, managing service recovery efforts, and coordinating cross-centre communications
Proficient in CRM platforms, SMS systems, and workflow optimisation
Strong interpersonal and communications skills, both oral and written
Ability to manage people and systems with a focus on strategic service delivery and continuous improvement
