Senior Executive / Assistant Manager (Programme)

Senior Executive / Assistant Manager (Programme)

Role s & Responsibilities:

Programme Operations, Intake & Service Coordination

Lead and oversee the intake function to ensure timely, effective, and client-centred responses to referrals, enquiries, and walk-in clients. Manage referral intake processes, ensuring appropriate triage, allocation, and coordination of cases in accordance with programme objectives and service protocols. Monitor service demand, referral trends, and caseload allocation to support programme planning, resource management, and service optimisation. Ensure accurate and timely documentation of referrals, enquiries, and service records within Salesforce and other programme management systems. Drive continuous improvement of intake processes, workflows, and service standards to enhance accessibility, responsiveness, and client experience. Provide leadership and guidance to intake and programme support staff, ensuring adherence to operational procedures and service quality standards. Develop and present programme statistics, service reports, and operational insights to support management decision-making and reporting requirements. Build and maintain collaborative relationships with community partners, referral agencies, and stakeholders to strengthen service coordination and client outcomes.

Programme Management & Service Delivery

Lead the planning, implementation, monitoring, and evaluation of programme initiatives to ensure alignment with organisational goals and community needs. Oversee programme operations, ensuring activities are delivered effectively, efficiently, and in accordance with funding and organisational requirements. Monitor programme outcomes, service utilisation trends, and performance indicators, recommending improvements to enhance programme effectiveness and impact. Develop and implement programme policies, workflows, SOPs, and quality assurance measures to ensure consistency and service excellence. Coordinate programme resources, budgets, logistics, and manpower requirements to support effective programme delivery. Prepare programme reports, outcome evaluations, and management updates for internal stakeholders, funders, and regulatory agencies. Lead programme reviews and improvement initiatives, incorporating data, stakeholder feedback, and emerging community needs into service design. Ensure compliance with organisational, funding, and regulatory requirements, including data governance, documentation, and audit standards.

Leadership, Team Development & Stakeholder Engagement

Provide leadership, supervision, and professional guidance to programme and support staff to ensure high standards of service delivery and programme performance. Foster a culture of collaboration, innovation, accountability, and continuous improvement within the programme team. Lead manpower planning, workload management, and resource allocation to ensure effective programme operations and service continuity. Mentor, coach, and support staff development, capability building, and succession planning initiatives. Serve as the key point of escalation for programme-related operational issues, stakeholder concerns, and service delivery challenges. Lead cross-functional projects and collaborate with internal departments, community partners, and external stakeholders to strengthen programme outcomes and service integration. Contribute to strategic planning, service development, and organisational initiatives as part of the Centre Management Team.

Casework & Community Engagement Support

Provide operational leadership and coordination support for casework activities and community interventions. Monitor and support case documentation, follow-up actions, and service delivery processes to ensure compliance and quality standards. Identify service gaps and collaborate with casework teams to strengthen client support pathways and programme outcomes.

Group Work & Programme Facilitation

Lead the planning, coordination, and implementation of group work programmes, workshops, and community engagement initiatives. Monitor programme outcomes and participant progress through data collection, analysis, and reporting. Develop partnerships with community stakeholders to enhance programme reach, participation, and impact. Oversee programme administration, documentation, budgeting, logistics, and reporting requirements. Ensure programmes are delivered in accordance with organisational standards, funding requirements, and best practice guidelines.

Requirements:

• 5-7 years of work experiences in social service or education or training in any area of work such as Program management/ volunteer management with supervisory responsibility.
• Should hold a Bachelor's Degree in related discipline.
• Experience in programme administration, front-line client facing work and managing partnerships
• Experience in leading or supervising a team
• Good proficiency with MS Office application, specifically Excel, Power Point presentation, MS Forms
• Proficiency in using MS Team/ Zoom to host seminars and do presentation and hosting seminars
• A good team player as well as able to work independently
• To multitask on various ongoing portfolio of programmes, with accuracy, timeliness and meticulousness
• Able to work with service users of diverse background.
• Good communication and interpersonal skills
• Should have strong attention to detail
• To have strong inclination towards problem solving and process improvement

Thank you for your interest and application. We regret that only shortlisted applicants will be notified for interview. If you need assistance, contact our talent acquisition team at [email protected].