Student Services Manager

Student Services Manager

at Singapore’s leading AI training provider

Full-time | Singapore | Student Services | Onsite

The opportunity

At Vertical Institute, the learner experience is not an afterthought - it is a core part of what has built our reputation. We have trained over 50,000 professionals across individual and corporate programmes, and the quality of that experience at every touchpoint is what keeps learners coming back and referring others. The Student Services Manager is the person who turns that standard into a daily reality for the team on the ground.

We are looking for a Student Services Manager to lead a team of Student Services Executives, reporting directly to the Head of Student Services. This role sits at the centre of execution - you will manage the people, run the day-to-day operations, and own the processes that determine whether every learner gets a seamless experience, every time.

This is a role for someone who is equally comfortable coaching a team member through difficult situations and rebuilding an SOP that is no longer working. If you want real people leadership combined with genuine process ownership, this is where you will get both.

What you will own

Team leadership

Lead and develop a team of Student Services Executives - setting daily priorities, providing coaching, and holding the team to a consistent standard of service.

Manage performance, schedules, and workload distribution so the team operates smoothly even during peak enrolment periods.

Build a culture of ownership within the team, where executives feel empowered to resolve issues rather than escalate everything upward.

Support hiring, onboarding, and training as the team grows alongside the company.

Operational execution

Own the day-to-day execution of the learner journey - enrolment, onboarding, programme coordination, and certification - ensuring nothing falls through the cracks.

Handle escalated learner issues that the team cannot resolve, stepping in with judgement and decisiveness.

Coordinate closely with trainers, the academic team, and programme schedules to keep operations running without friction.

Process ownership and improvement

Own and continuously improve the SOPs that govern how the team operates - identifying what is not working and fixing it, not just documenting it.

Maintain accurate learner records across internal systems and CRM platforms, with the rigour required for SSG compliance and quality audits.

Drive process and automation improvements that reduce friction for learners and free up the team’s time for higher-value work.

Performance reporting and cross-functional alignment

Track and report on team performance metrics - response times, CSAT, attendance, and completion rates - to the Head of Student Services.

Flag risks and opportunities early, with a recommendation attached, not just an observation.

Work closely with Sales, Marketing, and the Academic team to keep the learner experience coherent across every function that touches it.

What we look for

We are looking for someone who can lead people and own outcomes - not just keep a team busy. Beyond that:

3 to 6 years of experience in student services, customer success, or operations, including some experience leading or supervising a team.

Strong people management instincts - you coach, you do not just direct, and your team improves because you are leading it.

Solid operational discipline - you can run a process well and know when it needs to be rebuilt.

Clear, calm communicator who can de-escalate a difficult situation and represent the team confidently to senior leadership.

Comfortable working across tools - CRM platforms, Microsoft Office, Google Workspace, and whatever the team needs next.

Experience in education, training, or a service-led industry is an advantage.

Why this role

Real people leadership

You will own the development of a team, not just supervise a queue.

Direct line to the Head

You report straight to the Head of Student Services, with visibility into department-level decisions most managers at this level do not get.

Process is yours to shape

You are not just following SOPs - you are improving them. If something is not working, fixing it is part of the job, not a suggestion you escalate.

Clear path upward

This role is a direct feeder into senior Student Services leadership. Strong performers are recognised quickly in a team this lean.

About Vertical Institute

Vertical Institute is Singapore’s leading AI and technology training provider. We are a SkillsFuture Singapore (SSG) Registered Training Provider and IBF-accredited institution. Over 50,000 professionals have trained with us across individual programmes and enterprise engagements, including partnerships with government agencies, MNCs, and financial institutions. We are headquartered at the Lifelong Learning Institute.

Work Location: In person