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INSTITUTE FOR HUMAN RESOURCE PROFESSIONALS LIMITED

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INSTITUTE FOR HUMAN RESOURCE PROFESSIONALS LIMITED

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Jobs at INSTITUTE FOR HUMAN RESOURCE PROFESSIONALS LIMITED

Manager, Customer Experience
INSTITUTE FOR HUMAN RESOURCE PROFESSIONALS LIMITED

$4000 to $4800 (Monthly)

The Certification & Customer Experience (CCE) team, which you will be a part of, oversees the business operations of the national HR certification. The team will also review areas of improvement in certification to ensure quality service is rendered to customers.


The Manager reports to the Head of CCE and you will be the lead in enhancing customer experience and satisfaction in the service delivery and ensuring quality service is maintained. The incumbent will also need to ensure that department milestones/goals are met, adhere to approved budgets, and perform in line with


the strategic plan, developmental plan, and operational plan objectives of the organisation.




Responsibilities


(a) Customers Satisfaction for Certification



  • Manage and conduct customer satisfaction surveys

  • Analyse the survey results and identify service gaps. Work with relevant owners for recommended improvement

  • Develop and recommend a standard set of customer satisfaction survey questions and metrics to be used for other IHRP products, such as HCDT, CPP, Skills Badges, etc

  • Review and recommend suitable tools to enhance the efficiency of certification management and improve on quality service, such as ticketing system, etc., Working closely with Digital & Technology team to find the right solutions

  • Review and update FAQs content on the website

  • Review service level rendered by Certification Operations team and identify gaps


(b) Certification Operations



  • Support the Certification Operations team in managing complex issues faced in the customers’ applications

  • Ensure prompt resolution of the issues and provide solutions to customers


(c) Complaints Management for Certification



  • To investigate customers complaints and identify where went wrong and work with the relevant owners to improve it and close the gap

  • Ensure prompt resolution of the issues and offer solutions to the customers


(d) Others



  • Develop customer journey maps capturing key touchpoints with customers

  • Drive best practices and functions as an escalation point to mitigate and resolve issues, identifying the root causes and ensuring timely resolution

  • Proactively strives to identify opportunities and evaluate processes to streamline, consolidate, eliminate, or enhance processes to drive efficiencies, making recommendations to ensure continuous improvement

  • Support HOD in reports generation

  • Ad-hoc duties assigned


Experience:



  • At least 5 years of relevant experience in customer service, operations, and/or experience in client servicing

  • Analytical skills


Other Requirements:



  • Ability to multi-task while demonstrating attention to detail, prioritise and manage time effectively

  • Good collaboration skills

  • Excellent verbal and written communication skills

  • Customer orientation and ability to adapt/respond to different types of personalities

  • Team player with a high level of integrity, dependability, and a strong sense of urgency

  • Good problem-solving skills with the ability to make sound judgments and provide workable recommendations in an ambiguous environment

  • Able to work in an evolving business environment and respond positively to change, contributing ideas to achieve business aims

  • Able to work independently and effectively within a high degree of uncertainty



a year ago
Senior Executive, HR & Admin (2-Years Contract)
INSTITUTE FOR HUMAN RESOURCE PROFESSIONALS LIMITED

$2400 to $2800 (Monthly)

We are a government-funded HR professional body set-up to professionalise and strengthen the HR practice in Singapore. Through the IHRP Certification and other national programmes, IHRP aims to enhance the competencies of HR professionals, as well as create developmental and professional pathways to be key enablers in their organisations.


At IHRP, you are empowered to take your career in your own hands. Our people enjoy workplace flexibility in a diverse and inclusive organisation with tremendous opportunities for learning and development.


The Human Resource & Administration (HRA) team,that you will be part of, is responsible for supporting approximately 30 employees in the delivery of day-to-day HR and administrative functions ensuring they are run efficiently and effectively in support of the organisational goals and employee needs.




Key Responsibilities


The Senior Executive will support the Senior Manager, HR & Administration, in the following areas:




a) Human Resource



  • Deliver consistent and reliable support for core HR services including but not limited to recruitment, onboarding & offboarding, personal data changes, leave and benefits administration, insurance procurement, and renewal, etc.

  • Undertake regular pulse checks and employee engagement surveys to understand the sentiment and tailor specific employee engagement and wellness programmes and actions.

  • Support HR-related transactions and inquiries from employees to ensure requests are delivered effectively whilst meeting all regulatory and compliance requirements

  • Handle face-to-face employee queries, advising on the company policy and best practice, escalating to the Senior Manager when required

  • Carry out timely and accurate benefits and leave administration.

  • Ownership and oversight of up-to-date COPs, process flows, guidelines, and internal documentation, ensuring quality assurance and internal customer expectations are met.

  • Manage projects from an HR perspective to ensure timely launches of new services and programmes

  • Work with third-party vendors to support total rewards, benefits, and other administrative processes, providing feedback and suggestions for improvement as needed. Ensure reporting is compliant with required statutory and regulatory reporting, such as MOM and other government bodies

  • Oversee compliance with internal controls, identifying and mitigating potential gaps and risks to include audits, managing reference, and background checks and licensing.


b) Administration



  • Support day-to-day operations to ensure that all aspects of operations are efficient, effective, and delivered within standards and budget

  • Secretariat support to IHRP’s Board Meetings to ensure the smooth operation of Board Meetings and all Board-related matters

  • Manage the Admin calendar of IHRP key meetings, events, including annual scheduling of Board and Committees meetings and key meetings

  • Manage CEO’s calendar and scheduling of key stakeholders’ meetings such as Monthly Meeting with Chairman and Deputy Chairman and Monthly DS Check-In Meetings

  • Manage the day-to-day housekeeping and office administration, including supervising contract cleaning services, upkeep of pantry, upkeep of office stationeries, visitor management, safe management measures, etc.




c) Others



  • Drive best practices and functions as an escalation point to mitigate and resolve issues, identifying the root causes and ensuring timely resolution.

  • Proactively strives to identify opportunities and evaluate processes to streamline, consolidate, eliminate, or enhance processes to drive efficiencies, making recommendations to ensure continuous improvement.

  • Support the Department’s procurement of 3rd parties’ services

  • Support the Senior Manager as the Safe Management Officer

  • Ad-hoc assignments


Education/ Certification:



  • Diploma, preferably in HR or business-related areas or equivalent

  • Minimum of 2 years of work experience in HR and administration, familiarity with HR functions and processes across at least one functional area of HR which may include operations or C&B.

  • IHRP Certification at CA or CP level.


Other Requirements:



  • Collaboration: good team player and experience collaborating with multiple internal stakeholders

  • Communications: good verbal and written communication skills to partner with the executive team

  • Multi-task: forward-thinking, proactive, driven, and resourceful team player who is also able to work independently under high-pressure situations.

  • Meticulous: the ability to interpret complex situations/documents, follow-through, and attention to detail

  • Integrity: high level of integrity and dependability as we manage staff information in HR

  • Problem-solving: ability to make sound judgments and provide workable recommendations in a dynamic environment

  • Passion: to build a great place to work, identifying opportunities for continuous improvement, providing recommendations on suggested approaches, and support the well-being of our employees through having a customer-centered mindset

  • Tech savviness: to suggest and implement solutions and platforms such as RPA that can be used to improve processes and employee events



a year ago
Temporary Executive, SkillsFuture Study Award for HR (6 Months)
INSTITUTE FOR HUMAN RESOURCE PROFESSIONALS LIMITED

$1700 to $2100 (Monthly)

You will report to the Head of Certification & Standards to support grant administration and audit preparations for the SkillsFuture Study Award (SFSA) for HR, administered by IHRP on behalf of SkillsFuture Singapore (SSG). The scope of your role will cover:


Support & Liaison for Grant Administration Matters



  • Act as the day-to-day liaison for grant administration matters for applicants and internal stakeholders

  • Uphold high customer service standards; ensure queries are answered in a timely manner and feedback are handled effectively

  • Support application processing for the upcoming SkillsFuture Study Award (SFSA) for HR application window in October 2021


Management of Database Systems and Audit Preparations



  • Maintain formal records of applicants and application outcomes on database

  • Gather and retrieve data from relevant systems

  • Generate application-related reports

  • Support preparation of quarterly reports and monitor grant utilisation on behalf of sector agencies

  • Support audit preparations through proper documentation, ensuring adherence to Standard Operating Procedures (SOPs) and contribute to process improvements


Admin Support



  • Work closely with the Certification & Standards team to provide general team administration assistance as required


Requirements:



  • Fresh graduates are welcome to apply

  • Motivated, diligent, and attention to details

  • Well-organised and able to multi-task

  • Able to work under pressure and in a fast-paced environment

  • Proficient in Microsoft Excel (vlookup, pivot table)

a year ago
Temp Content Management and Support
INSTITUTE FOR HUMAN RESOURCE PROFESSIONALS LIMITED

$1800 to $2000 (Monthly)

Contract period: Now - December 2021




You will be working with the Head of Industry Solutions & Engagement in project managing the various projects, such as the IHRP Playbook. Your services will primarily consist of:


Project Management – Content Curation and Research


· Support the project management of the 5 x Playbook project by engaging and managing various vendors organize and coordinating with stakeholders to ensure project delivery success


· To Research, curate, organise and verify content structure such as “101” information/introduction, step-by-step implementation guides, templates, and use cases, etc, that support the defined HR plays (i.e. as per HR playbook content structure)


· To upload, tag the content to the Taxonomy into the KMS System


· To review the user flow of the information


· Provide administrative, reports at management and stakeholder’s meeting


Marketing and Promotion Support


· Assist and provide support and design of marketing and promotional activities leading to adoption of the IHRP Playbooks


· Administration, liaison, and coordination of participants for workshops and other engagement platforms to outreach to the users




Education and experience:


· Bachelor’s in any discipline, preferably in HR areas


· A working understanding of current HR functional areas will be advantageous.


· Self-directed


Other Requirements:


· Strong verbal and written communication skills are essential to partner with a community of external stakeholders


· Attention to detail and ability to multi-task across concurrent projects


· Passionate about making a difference in the HR Professional community in a fast-paced and dynamic environment


· Strong problem solving and creative skills and the ability to exercise sound judgment and make decisions considering existing conditions and constraints


· High level of integrity and dependability with a strong sense of urgency and results-orientation


· Responsible and able to work independently

a year ago
Executive, SkillsFuture Study Award for HR (3 months Contract)
INSTITUTE FOR HUMAN RESOURCE PROFESSIONALS LIMITED

$2000 to $2500 (Monthly)

You will report to the Head of Certification & Standards to support grant administration and audit preparations for the SkillsFuture Study Award (SFSA) for HR, administered by IHRP on behalf of SkillsFuture Singapore (SSG). This is a 3-month temporary position running from September – November 2021. The scope of your role will cover:




a) Support & Liaison for Grant Administration Matters


· Act as the day-to-day liaison for grant administration matters for applicants and internal stakeholders


· Uphold high customer service standards; ensure queries are answered in a timely manner and feedback are handled effectively


· Support application processing for the upcoming SkillsFuture Study Award (SFSA) for HR application window in October 2021


b) Management of Database Systems and Audit Preparations


· Maintain formal records of applicants and application outcomes on database


· Gather and retrieve data from relevant systems


· Generate application-related reports


· Support preparation of quarterly reports and monitor grant utilization on behalf of sector agencies


· Support audit preparations through proper documentation, ensuring adherence to Standard Operating Procedures (SOPs) and contribute to process improvements


c) Admin Support


· Work closely with the Certification & Standards team to provide general team administration assistance as required




Requirement


· Minimum 3 years of administration/business operations work experience


· Motivated, diligent, and attention to detail


· Well-organised and able to multi-task


· Able to work under pressure and in a fast-paced environment


· Proficient in Microsoft Excel (vlookup, pivot table)

a year ago
Senior Manager, Marketing
INSTITUTE FOR HUMAN RESOURCE PROFESSIONALS LIMITED

$6000 to $7000 (Monthly)

The Senior Manager, Marketing will be responsible for developing partnership channels, managing key tripartite agency partnerships and cultivating corporate relationships with the objective of increasing adoption of the IHRP Certification and other strategic initiatives.




Responsibilities


(a) Developing Partnership Channels

• Develop strategies to establish partnership channels to increase outreach and adoption of IHRP Certification and other strategic initiatives

• Identify, implement and manage partnership channels

• Monitor and evaluate effectiveness of partnership channels


(b) Managing Key Tripartite Agency Relationships

• Partner with key tripartite agencies – NTUC and SNEF – to increase the adoption of progressive human capital practices (ie IHRP Certification and other strategic initiatives) in their network of companies

• Collaborate with internal stakeholders to incorporate and enhance the tripartite agenda and value of tripartism in the curriculum of IHRP certification and other IHRP initiatives

• Leverage NTUC and SNEF’s HR and business communities to enhance the value proposition of IHRP certification

• Support IHRP outreach programmes and initiatives by leveraging on NTUC and SNEF’s HR and business communities


(c) Managing Key Corporate Accounts

• Prospect for key corporate accounts to sell the value proposition of IHRP certification and other strategic initiatives to the HR professional and business community

• Establish corporate account engagement strategy and implementation protocols in consultation with the other Heads of Department


(d) Marketing & Outreach

• Plan and implement effective B2B marketing strategies and execute integrated marketing programs to drive awareness, create demand and accelerate pipeline

• Create concepts and manage creative lead generation campaigns to nurture and gain prospects

• Create content for corporate marketing collateral, website, social media platforms and other initiatives

• Manage PR and media relations


(e) Others

• Manage the Engagement & Outreach Committee and act as a secretariat to the Committee


Qualifications


Education:



  • Bachelor’s degree or equivalent qualifications in Marketing, Business, or related field


Experience:



  • At least 7 years of relevant business-to business marketing

  • A proven track record of delivering stellar B2B marketing strategy and activities that are aligned with commercial goals


Other Requirements:



  • Demonstrate business acumen, industry knowledge and forward-thinking forging closer relationships and working collaboratively to add value to their organisational mission and agenda

  • Familiarity with HR industry players and enterprise landscape

  • Experience in engagement with business, industry associations, agencies, TACs, etc and HR community

  • Strong verbal and written communication skills are essential to partner with an executive team of internal and external stakeholders

  • Strong problem solving and creative skills and the ability to exercise sound judgement and make decisions in light of existing conditions and constraints

  • High level of integrity and dependability with a strong sense of urgency and results-orientation


For any further enquiries or to apply, please send your resume to hr@ihrp.sg with the Job Title in the subject line. Please note that only shortlisted candidates will be notified.

a year ago
Assistant Manager, Digital L&D Content
INSTITUTE FOR HUMAN RESOURCE PROFESSIONALS LIMITED

$3800 to $4500 (Monthly)

Job Description


You will support the Assistant Director, Professional Practices & Community (AD, PPC) to develop and


implement a digital L&D content management plan comprised of on-line learning and CPD initiatives to


drive the capability development of the IHRP certified professionals in new and emerging practice areas.


a) Digital L&D Content Management


- Support the curation and implementation of digital content for online learning and development to


uplift the capabilities of the IHRP community in emerging areas.


- Assist to establish partnerships with digital content owners and curators to provide programming


breadth and depth to the IHRP community


- Work closely with AD, PPC to identify advocates and thought leaders from IHRP Community to


champion and support the roll-out of online L&D programmes


- Schedule quarterly CoP programme lead meetings and ensure coordination across the overall CPD programming calendar and resource cascade


b) IHRP Learning Management System (LMS)


- Lead and maintain the IHRP LMS which is a mobile-first platform (known as the IHRP Connect) that houses IHRP’s digital L&D content provides the user with a digital mobile friendly learning experience and a social chat function for peer-to-peer learning.


- Propose strategies and programmes to drive click rates and consumption of digital content on LMS for conversion to CPD hours


- Project manage, supervise and coordinate enhancements with the LMS vendor


- Manage user administration, content upload and ensuring high user satisfaction level on the platform


- Curate and design bite-sized digitalised learning and development modules to offer unique, exclusive content for the IHRP community


- Monitor conversation buzzes and run analysis of the learning consumption patterns, platform access and community activities to draw insights to improve content and functionality


- Provide timely reports and analytics on the overall LMS feedback, usage, reliability and


performance


- Monitor the chatter on IHRP Connect (IHRP’s mobile learning platform) to identify common themes and develop/update the FAQ document database




Qualifications


Experience:


- Approximately 2-4 years of work experience in HR, preferably in a L&D capacity


- Prior experience with design, development and delivery of multi-modal online learning & engagement programmes is preferred


- Familiarity and/or experience in managing the Learning Management System (LMS) is preferred


- Certification in IHRP, DACE and/or ACTA or ACLP is desirable


Other Requirements:


- High level of integrity and dependability with a strong sense of urgency and results-orientation


- Strong verbal and written communication skills, and ability to present with confidence


- Self-directed, attention to detail and ability to multi-task across concurrent projects


- Strong problem-solving skills and the ability to exercise sound judgement and decisions


- A strong project-manager, service-orientated and systematic thinker with the ability to manage diverse external and internal stakeholders


- Passionate about making a difference in the HR Professional community in a fast-paced and dynamic environment



a year ago