Senior Executive (Volunteer Management)

Reports to: Manager(Volunteer Management)

Role Overview

The Senior Executive (Volunteer Management) plays a key role in the delivery and sustainability of the Gallery's flagship volunteer programme, Best Friends of the Gallery (BFG), which comprises over 250 active volunteers.

This role is responsible for the effective coordination, administration, and engagement of volunteers who support visitor experience, tours, and operations across the Gallery. Working closely with internal stakeholders, the role ensures that volunteers are welldeployed, appropriately trained, and supported to serve as informed and confident ambassadors of the Gallery.

The successful candidate will contribute to building a committed and engaged volunteer community, while ensuring robust operational processes, clear communication, and positive volunteer experiences.

Key Responsibilities

• Coordinate regular and ad hoc volunteer assignments, including tourrelated and nontourrelated deployments, in collaboration with internal departments, ensuring timely callouts and clear deployment instructions.
• Maintain accurate and uptodate volunteer records within volunteer management systems, including assignments, qualifications, training records, and incident documentation.
• Serve as the BFG representative in crossdivisional discussions related to volunteer deployment, training preparation, and operational readiness.
• Communicate assignment updates, changes, or urgent notices to volunteers through appropriate channels in a timely manner.
• Manage the BFG email inbox, responding to enquiries from volunteers and the public, and escalating matters where required.

• Utilise and maintain tour/volunteer management and communication systems to support deployment, engagement tracking, and information sharing.
• Ensure tour/volunteer data is accurately maintained, including integration with the Gallery's membership or loyalty platforms where applicable.
• Prepare and generate regular operational and performance reports, including:

1. Weekly tour/volunteer assignment rosters
2. Biweekly and monthly BFG key performance indicator (KPI) reports

• Support the review and refinement of standard operating procedures (SOPs) and volunteer service standards to ensure consistency and efficiency.
• Manage volunteer privileges in accordance with established guidelines.
• Oversee the upkeep of the Museum Volunteer Room and the management of BFG inventory.

• Support volunteer recruitment and exit processes to ensure the ongoing sustainability of the volunteer programme.
• Coordinate volunteer training in collaboration with internal departments, including arranging briefings and walkthroughs to prepare volunteers for tour assignments.
• Ensure volunteers are equipped with relevant information and resources to carry out their roles effectively.

• Organise and support key volunteer engagement initiatives, including Quarterly Volunteer Update sessions and the Annual Volunteer Appreciation Day.
• Manage feedback channels to monitor volunteer satisfaction, engagement, and programme effectiveness.
• Contribute to fostering a positive, inclusive, and supportive volunteer community that reflects the Gallery's mission and values.
• Handle sensitive matters with discretion and professionalism, ensuring appropriate followup and resolution.

• 2 to 4 years of relevant work experience in volunteer management, community engagement, arts administration, customer service, administration, or related fields involving public engagement, training, or programme facilitation.
• Strong interest in the arts, heritage, or museum sector, with a commitment to inclusive access and engagement.
• Excellent communication skills, with the ability to engage effectively across a wide range of volunteer demographics.
• Experience in group facilitation, presentations, and managing engagement in both individual and group settings.
• Proven ability to manage multiple tasks and projects concurrently, including handling complex or sensitive situations with professionalism.
• Proficiency in written and spoken English; ability to read and converse in Mandarin is an advantage for communication with Mandarinspeaking volunteers.
• Good working knowledge of the Microsoft Office suite.
• Proactive, peopleoriented team player with a strong sense of accountability, integrity, and professionalism.
• Willingness and ability to work weekends and occasional evenings as required.