Job Description

Core Ops - General Responsibilities

a) Learner Onboarding & Access

Process learner registrations, validate documentation, and input data into databases. Coordinate with IT to provision LMS and communication channel access. Guarantee access is available at least

3 weeks before course start

or

within 48 hours for late registrants

.

b) Database & Records Management

Maintain accurate semester-level and master learner databases with >99% accuracy. Conduct regular data quality checks and ensure continuity safeguards.

c) Learner Communication & Support

Act as the

primary communication channel

for learners and prospects across calls, WhatsApp, email, and group chats. Address issues relating to access, deferments, withdrawals, refunds, study leave, and study plan adjustments. Serve as the

frontline crisis communication team

during system or service disruptions.

d) Course & Content Administration

Configure courses in the LMS (schedules, materials, navigation guides, links). Upload class recordings within SLA timelines (24 hours after class). Ensure tutors upload materials at least

48 hours before class

. Provide tutors with accurate learner lists and attendance tools.

e) Resource & Logistics

Manage procurement and distribution of physical resources (books, materials). Confirm addresses, collect postage payments, and coordinate dispatch. Track deliveries and maintain inventory records.

f) Learner Experience & Reputation

Deploy satisfaction surveys and analyze feedback. Report learner experience trends to management for improvement actions. Encourage testimonials, reviews, and online ratings to strengthen institutional reputation.

g) Process Improvement & Collaboration

Identify inefficiencies and propose workflow improvements. Collaborate with IT to automate repetitive tasks. Maintain updated operational SOPs for all learner-facing processes.

h) SLA Management & Reporting

Adhere to SLA commitments (8-hour query response, 48-hour access turnaround, 24-hour recording upload, 3-day logistics dispatch). Prepare weekly reports on registrations, learner queries, tutor compliance, and SLA performance. Communicate SLA expectations clearly to learners and internal teams.
Job Types: Full-time, Contract
Contract length: 24 months

Pay: RM2,500.00 - RM3,500.00 per month

Benefits:

Flexible schedule Maternity leave Opportunities for promotion Professional development Work from home
Work Location: In person