Lead, Candidate Experience

The Lead (Candidate Experience) oversees the end-to-end candidate admissions process and overall candidate experience for the Singapore Chartered Accountant Qualification (SCAQ) and other ISCA qualification programmes.

The role leads and supervises the admissions team to ensure accurate eligibility assessments, smooth programme progression, and timely resolution of candidate queries. The position also supports programme delivery through regular management reporting, continuous process improvements (including system enhancements), targeted mass communications (e.g., EDM and WhatsApp messages) at key programme milestones, and coordination with overseas teams on ad hoc requests.

Key Responsibilities:

• Lead day-to-day administration of SCAQ candidate applications, module enrolments, and exemption assessments, ensuring accuracy, compliance with eligibility requirements, and timely processing, including post-application follow-up.
• Support regular reporting and data management of the candidate system, including report generation,
• Oversee high-volume queries across all service channels (email, phone, WhatsApp, and walk-ins) for SCAQ and other ISCA qualifications, ensuring service standards and SLAs are met.
• Monitor and ensure accurate end-to-end candidate progression across all pathways, from application through to graduation.
• Plan and lead the annual SCAQ candidature renewal exercise, including follow-up initiatives to support retention outcomes.
• Review and drive system change requests (CRs) to support business initiatives, improve processes, and enhance user experience. Partner with ICT on requirements, UAT, issue resolution, and data validation.
• Oversee candidate and organisational billing matters, including bulk billing, refunds, reconciliations, and discrepancy resolution.
• Collaborate with internal teams to plan and execute targeted communications to candidate segments.
• Provide guidance on complex cases and appeals, and lead issue resolution, including escalation where necessary.
• Coach and develop team members, and review workflows and resource allocation to support delivery of departmental KPIs.

Requirements:

• Bachelor's degree in any discipline, preferably in Business, Accountancy or a related field.
• At least 5 years of relevant experience in programme administration, operations, customer service, or a related field, preferably within education or professional bodies.
• Experience in supervising or leading teams in a high-volume, fast-paced environment, including coaching and performance support.
• Experience in leading business users in system development or enhancement projects.
• Strong understanding of candidate admissions, exam enrolment, eligibility validation, and programme administration processes
• High attention to detail, with a strong governance and compliance mindset.
• Strong problem-solving and communication skills (written and verbal) to manage complex cases, appeals, and challenging service situations.
• Proficiency in Microsoft Excel and/or analytics tools (e.g., Power BI) to to support reporting and performance tracking.
• Excellent stakeholder management skills, with the ability to collaborate effectively across internal departments and with overseas teams.
• Ability to manage change, drive continuous improvement, and support system-related initiatives.