The Contest Management and Operation Executive is responsible for coordinating and supporting the end-to-end execution of academic competitions in Singapore, while also overseeing the daily operations of the customer service function. This role manages a small offshore customer service team based in Batam and ensures timely, accurate, and professional responses to enquiries from schools, parents, and participants across multiple communication channels.
The position requires strong operational coordination skills, structured communication, and the ability to supervise service quality in a fast-paced, deadline-driven environment.
Key Responsibilities
1. Contest Operations & Coordination
- Support end-to-end contest execution, including registration for Singapore schools and private candidates, scheduling, contest material preparation, and post-contest processes such as verification and result announcements
- Coordinate with internal teams on contest requirements, timelines, and deliverables
- Assist in managing contest logistics such as paper-based contest venues, online contest arrangement, prepare contest papers, and result release workflows
- Ensure all contest operations comply with internal SOPs and timelines
2. Customer Service Team Management (Batam)
- Supervise and manage two customer service officers based in Batam
- Assign, monitor, and prioritise daily tasks across phone, email, and WhatsApp enquiries
- Ensure enquiries from schools and parents are responded to accurately, consistently, and within defined service timelines
- Review customer service responses for quality, tone, and compliance with approved information
- Provide guidance, coaching, and escalation support to the customer service team
- Act as the escalation point for complex or sensitive enquiries
3. Stakeholder & Participant Support
- Serve as a key liaison for schools, parents, and participants for contest-related matters
- Support communication with different stakeholders when required
- Assist in preparing official replies, FAQs, and standard response templates for customer service use
4. Online & Onsite Contest Support
- Support online contest operations, including credential preparation, platform checks, and issue escalation during contest windows
- Assist onsite contest operations when required, including registration counters, invigilator coordination, and participant flow management
- Communication to schools and students regarding their competition details and registration
- Ensure customer service team is briefed and prepared during peak contest periods
5. Data Management, Reporting & Process Improvement
- Maintain accurate records of enquiries, issues, and resolutions
- Track common enquiry trends and feedback to support operational improvements
- Assist in improving customer service workflows, SOPs, and communication templates
- Support internal reporting on contest operations and customer service performance
Requirements
Qualifications & Experience
- Diploma or Degree in Business Administration, Operations, Education, or related disciplines
- Experience in contest, assessment or examination operations, event coordination, education administration, or customer service supervision is an advantage
- Experience managing or supervising a small team is preferred but not mandatory
Skills & Competencies
- Previous teaching experience added advantage
- Strong organisational and coordination skills
- Clear, professional written and verbal communication
- Ability to manage people, tasks, and priorities effectively
- High attention to detail and accountability
- Comfortable handling escalations and tim e-sensitive issues
- Proficient in administrative tools, spreadsheets, and communication platforms
Other Requirements
- Willingness to support peak operational periods, including occasional weekends
- Comfortable working with offshore team members and cross-functional teams
- Ability to remain calm and structured under pressure
