Head of Student Services
About Vertical Institute
Vertical Institute is a leading Singapore-based AI training provider focused on equipping working professionals with in-demand, career-advancing skills. We specialise in artificial intelligence and other emerging, high-impact technologies, with a strong emphasis on real-world application over theory.
We are a Registered Training Provider (RTP) with SkillsFuture Singapore, and have trained tens of thousands of professionals across both individual and corporate programmes, including partnerships with government agencies and enterprises.
Our mission is to help individuals and organisations stay relevant and competitive in an AI-driven economy. We design and deliver practical, hands-on courses that equip professionals with immediately applicable skills that drive real outcomes at work.
We are a fast-growing organisation that values ownership, speed, and continuous improvement. If you thrive in building systems, improving customer experience, and leading high-performing teams in a fast-paced environment, you will find strong alignment here.
About the Role
We are looking for a highly driven and operationally strong Head of Student Services to lead and scale the end-to-end student experience across all programmes and touchpoints.
This role is ideal for someone who thrives in fast-paced environments, enjoys solving operational challenges, and is passionate about delivering exceptional customer and student experiences. You will lead the Student Services function, manage daily operations, improve processes, and drive service excellence while ensuring compliance with SkillsFuture Singapore (SSG) requirements.
You will play a critical role in shaping the overall learner journey and building a world-class student support function as the company continues to scale.
Key Responsibilities
Student Experience & Support- Oversee the full student journey from onboarding to course completion
- Ensure timely, professional, and high-quality support across all student touchpoints
- Drive strong student satisfaction, engagement, attendance, and completion rates
- Handle escalated student issues and service recovery effectively
- Lead, mentor, and develop the Student Services team
- Set clear KPIs, service standards, and accountability measures
- Build a proactive, customer-centric, and high-performance culture
- Identify hiring and training needs as the team grows
- Improve and standardise operational workflows, SOPs, and support processes
- Identify bottlenecks and implement scalable operational improvements
- Drive automation and efficiency initiatives where applicable
- Maintain accurate student records and operational data across CRM and internal systems
- Manage and oversee TPG Gateway and training grant claim submission processes
- Ensure timely, accurate, and compliant claim submissions
- Liaise with relevant stakeholders to resolve claim discrepancies and operational issues
- Maintain proper documentation and compliance with SSG funding requirements
- Work closely with Sales, Marketing, Academic, and Operations teams to ensure smooth programme delivery
- Support operational planning and execution across different programmes and initiatives
- Track and report key operational metrics including response time, attendance, refunds, completion rates, and student satisfaction
- Support audits, compliance checks, and quality assurance initiatives
- Ensure adherence to SkillsFuture Singapore (SSG) and regulatory requirements
- 5–10 years of experience in Student Services, Customer Success, Operations, or related functions
- Proven experience managing teams and service operations in a fast-paced environment
- Hands-on experience with TPG Gateway and training grant/claim submissions
- Strong understanding of SSG funding processes and compliance requirements is highly preferred
- Excellent problem-solving, stakeholder management, and communication skills
- Strong operational mindset with high attention to detail
- Ability to thrive in a high-growth and execution-focused environment
- Experience in education, training, EdTech, or service-oriented industries is preferred
- High ownership role with visible impact on student experience and operations
- Opportunity to shape and scale a key business function
- Work alongside a high-performing and collaborative team
- Join one of Singapore’s fast-growing AI education companies
- Dynamic, fast-paced environment with strong career growth opportunities