Senior Associate - Projects & Programme Support (Executive Education)

Job Purpose To support the Customer Success team by managing data portals, implementing automation solutions, and driving digital transformation initiatives to enhance productivity, streamline workflows, and reduce operational costs. Additionally, to provide data-driven insights and program support, ensuring an exceptional experience for participants, faculty, and clients of ISB Executive Education. Job Outline The job holder will play a crucial role in establishing ISB Executive Education (EE) as a global leader in executive education by effectively managing and coordinating data systems, while providing technical and data support for all programmes and projects, across online, offline, and asynchronous formats. Portals Management:

• Responsible for managing all Customer Success (CS) function data portals, such as Salesforce (SF), .NET, and LMS
• Define scope, design workflows, and integrate various systems to ensure efficient operation
• Ensure continuous improvement, maintenance, and optimisation of the functionalities within data portals and systems

Data Management:

• Map programme data from launch, conduct audits throughout programme lifecycle, and ensure data accuracy at all stages to minimise discrepancies.
• Serve as the data custodian, managing all CS function data and ensuring smooth data flow across all portals.
• Provide Management Information System (MIS) support and fulfil the data needs
• Implement data-cleaning techniques to standardise and normalise data.
• Familiarity with database systems and experience with data visualisation tools like Tableau and Power BI

Projects & Vendor Management:

• Implement automation projects to reduce redundancy in data systems and processes
• Design and oversee digital process flows in collaboration with the Digital Transformation (DT) team, ensuring successful implementation and testing before launch
• Address technical glitches in digitised workflows and lead efforts to troubleshoot and resolve issues
• Engage in first-level negotiations with vendors on design essentials and coordinate with internal and external teams to ensure project success

Feedback Management:

• Oversee the automated feedback process via the .NET portal, ensuring daily feedback surveys for participants, faculty, and clients are seamlessly triggered and captured with minimal manual intervention
• Ensure timely distribution of feedback emails to faculty and programme teams with minimal errors
• Analyse feedback data to identify process gaps and drive continuous improvements

Revenue & Data Mapping:

• Share timely reports with accounts and finance teams regarding programme revenues, participants, and certified data
• Lead audits and cross-check reports related to programmes, revenue, and participant data
• Collate and manage data required for participation in school rankings and accreditation processes
• Maintain a comprehensive repository of all EE programmes, adhering to the school’s audit and review policy. This includes details on programmes, participants, faculty, ratings, attendance, schedules, and session listings

Compliance and Quality Assurance

• Ensure compliance with cost, time, and quality guidelines for each programme to improve overall satisfaction scores

This role is pivotal in ensuring the seamless operation and continuous improvement of data systems, supporting the success of ISB Executive Education. Job Specification Knowledge / Education Bachelor’s degree in Information Technology, Data Science, Computer Science, or a related field. Equivalent work experience may be considered. Specific Skills Interpersonal skills, Event Management skills, Teamwork, Coordination skills, Cross functional collaborative skills, Attention to details, Negotiation skills, Cost consciousness, Innovation, Due Diligence, Client Relations, Documentation, MIS Reporting, Data Analysis Desirable Experience 2 to 5 years Job Interface/Relationships: Internal

• EE team
• Finance
• Digital Transformation Team
• CS Team

External

• Vendors

Key Responsibilities and % Time Spent To coordinate with programme team and vendors to ensure smooth pre-program coordination along with inventory - 35% To arrange cost efficient and innovative programme & project support and improve satisfaction of various stakeholders - 35% To coordinate for all pre/post programme activities such as data repository of all programmes, related expenses - 20% To take corrective action based on the stakeholder/participant’s feedback for improvement of programme logistics and reduction of logistical costs - 10% Total Time Spent on All Responsibilities - 100%