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Assistant Director / Senior Manager, Membership Operations & Services

The Assistant Director/Senior Manager will be responsible to lead the implementation and maintenance of the membership management system including members database and online portal as well as events management and customer relationship management systems to ensure efficient internal operating processes and enhanced customer service and experience. In addition, the person will take a leading role in managing various membership operational functions as tasked by management.

Job Responsibilities:

1. User project lead for the Federation’s membership management system including members’ database and online portal, events management and customer relationship management system, collaborating closely with internal divisions on users’ requirements, procurement and testing, as well as systems implementation and maintenance. The person will lead in the following: 

  • Collaborating with external vendors, internal stakeholder divisions (users) and IT Division to develop business requirements for sign-off.
  • Tracking, highlighting areas for action and managing resolution of issues.
  • Managing project timelines and activities.
  • Managing communications to stakeholders and coordinating users training.
  • Overseeing the ‘go-live’ and handover of completed project and working with IT Division and other internal stakeholders on maintenance of the systems.
  • Managing change requests by users for enhancement of systems. 
  • Providing status reporting to management and proposing recommendations for management’s approval. 

2. Manage selected membership operational functions and optimising processes to deliver quality membership services to members, in collaboration with the operations team. Duties include the following:

  • Reviewing operational processes for efficiency.
  • Providing operational direction and support to the team in processing of membership applications and exemptions, collection of membership fees, updating of membership records, growing the associate membership base and fielding members’ enquiries on membership.
  • Any other tasks relating to membership operations & services as assigned by management.

Job Requirements: 

  • At least 5 years of relevant working experience in project management and business operations management.
  • Excellent organisational skills, meticulous and detail-oriented
  • Strong time management skills with the ability to multi-task and prioritise workloads.
  • Good interpersonal and communication skills (oral and written), including ability to engage effectively with both internal and external stakeholders.
  • Self-motivated, independent and a good team player.