What The Role Is
We are looking for a hands-on and operationally driven individual to support an in-house lead fulfilment function for SWDA's career matching and career guidance services. In this role, you will be responsible for ensuring that prospective clients are engaged promptly and guided towards successful appointment booking, while driving continuous improvements in fulfilment operations, reporting, and service quality.
Working closely with internal stakeholders and external partners, you will develop scalable processes, monitor operational performance, and leverage digital marketing campaigns to generate and channel quality leads to SWDA's workforce initiatives.
This role is best suited for someone who enjoys managing day-to-day operations, solving problems, working with data, and continuously improving processes in a fast-paced environment.
What You Will Be Working On
Key Responsibilities:
Lead Fulfilment Operations:
- Manage the end-to-end fulfilment of leads, ensuring timely follow-up, engagement and appointment booking.
- Serve as the escalation point for individuals who encounter issues with the self-booking system, providing guidance or booking the appointment on their behalf, where necessary.
- Monitor fulfilment activities to ensure service standards and turnaround times are met, resolving operational issues promptly.
- Work with internal stakeholders to review and refine fulfilment processes and SOPs to improve operational efficiency.
- Coordinate with internal and external stakeholders to ensure fulfilment activities are delivered in accordance with established processes and service standards.
Reporting & Data Management: - Oversee the reconciliation of lead and fulfilment data to ensure records are accurately updated.
- Consolidate fulfilment and campaign data into central reporting dashboards for management reporting.
- Monitor data quality, identify discrepancies, and work across systems and with relevant stakeholders to resolve issues.
- Prepare regular reports on lead fulfilment, campaign performance and operational outcomes.
Digital Marketing & Campaign Support - Plan and run digital marketing campaigns to drive lead generation for SWDA's programmes and career services.
- Working closely with appointed agency on campaign execution, creative development and media planning.
- Monitor campaign performance, recommend improvements to optimise lead generation and conversion.
- Support the development of marketing materials and outreach activities where required.
Experience
What we are looking for
- Minimum 3 years of relevant experience in lead fulfilment, customer operations, digital marketing, or a similar operational role.
- Hands-on experience managing lead fulfilment processes, including lead engagement, follow-up, appointment booking and reporting.
- Proven ability to coordinate digital marketing campaigns and working with agencies on campaign execution.
- Familiarity with using data and operational insights to monitor performance and identify opportunities for process improvement is an advantage.
Skills & Competencies - Good stakeholder management skills, with the ability to work effectively with internal teams, external partners and agencies.
- Good organisational skills, with the ability to perform multiple tasks and meet deadlines.
- Detail-oriented, with experience in data validation, report reconciliation, and process documentation.
- Good interpersonal and communication skills.
- Proficient in Microsoft Excel; familiarity with CRM or booking systems is an advantage.
Candidates are encouraged to sign up for a Careers & Skills Passport (CSP) account and include your CSP public profile in your resume. Please check out www.myskillsfuture.gov.sg for details on the CSP.
