Executive / Senior Executive (Member Experience & Transformation)

• The Executive / Senior Executive supports ISCA's 2026 ambition to be member-first, digitally enabled and growth-focused by delivering high-quality member experience and operational innovation across the membership cycle.
• Key responsibilities include delivering accurate, timely and member-centric administration across membership renewal, financial assistant application, CPE compliance, Public Accountant registration/cancellation administration, frontline service and member events.
• This role is not purely operational but to leverage technology, AI and automation to streamline operations, enhance member self-service capabilities and deliver scalable, high-quality member experiences.

Job Description

1. Membership Administration

• Serve as the main contact point with ACRA on Public Accountant registration and cancellation status matters.
• Follow up with members on Public Accountant registration/cancellation status and ensure timely updates in CRM and internal trackers.
• Consolidate and report monthly movements in the list of Public Accountants for monthly agenda papers.
• Process top-up payment where applicable.

2. Membership Renewal and Reinstatement Administration

• Support pre-renewal preparation, including system change documentation, user testing and coordination with corporate contacts on bulk renewal.
• During renewal, review collection reports to identify duplicate payments, payment issues or exceptions, and escalate system or payment matters to ICT and Finance with proposed follow-up actions.
• Review waiver requests and provide administrative support for reinstatement.
• Conduct renewal calls where required and respond to member feedback
• Support reporting such as renewal statistics, reconcile membership numbers at renewal opening and closure.

3. Financial Assistance Application Processing and Reporting

• Process Financial Assistance Application including eligibility validation and review of supporting documents.
• Assess and process complicated cases and appeals, with timely follow-ups to applicants and internal stakeholders to resolve gaps or discrepancies.
• Update application status in CRM/system to support audit trail completeness.
• Consolidated reduced-charge cases and statistics, prepare monthly agency papers for approval, and ensure application outcomes are communicated only to relevant members.

4. CPE Compliance and Audit Support

• In charge of CPE compliance administration, audit processes and member communications.
• Collate and organise supporting evidence, track samples and maintain audit records for CPE audit checks.
• Identify opportunities to simplify CPE workflows through automation, clearer member guidance and better documentation.

5. Payment Processing, Refunds, Reporting and Data Analysis

• Support system payment processing, refunds and related membership transactions.
• Prepare, consolidate and analyse data using Excel tools such as pivot tables, lookups, formulas and reconciliations.
• Assist in preparing reports for forecast, budget and audit purposes.

6. Frontline Service, Member Events and Operational Support

• Support frontline service delivery and respond to member enquiries professionally across service channels.
• Assist in member events and recognition activities, including planning, coordination, registration, on-site support, post-event follow-up and reporting.
• Support membership administrative tasks, including data cleansing and validation to ensure accuracy for renewal outreach and member communications.
• Maintain accurate records and contribute suggestions to improve operational efficiency, service quality and member experience.

Job Requirement

• Diploma/Degree in Business, Finance, Data Analytics, Statistics, Accountancy or a related discipline.
• Preferably 3 to 5 years of relevant experience, with proven ability to manage higher-volume processing, reporting and operational follow-ups independently.
• Experience working with CRM, membership systems, payment records, audit records or structured datasets would be an advantage.
• Experience supporting compliance checks, reconciliation, reporting, documentation or committee/management papers would be useful.
• Prior exposure to professional bodies, membership organisations, finance operations, audit support or customer/member service operations will be an advantage.
• Strong proficiency in Microsoft Excel, including data analysis, reconciliation, pivot tables, formulas and lookups.
• Comfortable working with membership systems and payment-related records.
• Strong analytical mindset with high attention to detail, accuracy and audit traceability.
• Able to manage high-volume processing, competing deadlines and disciplined follow-ups during peak periods.
• Well organised, methodical and reliable, with the ability to follow SOPs and maintain accurate records.
• Good communication and service skills, with the ability to handle member queries, sensitive cases and internal coordination professionally.
• Able to identify opportunities to simplify workflows, improve reporting and support automation or system enhancements.