Racheal Lam

Leadership & Team Management

• Lead and coach a team of recruitment consultants to achieve individual and team targets.
• Oversee daily recruitment activity, ensuring quality delivery and best-in-class client and candidate experiences.

Business Strategy & Growth

• Develop and execute strategic plans to grow market share across key sectors: Financial Services, FMCG, and Consumer Healthcare.
• Identify market opportunities, client needs, and trends to drive proactive business development.
• Manage budgets, forecasts, and performance KPIs for the business units

Client Development

• Cultivate and strengthen relationships with key clients and senior decision-makers across target industries.
• Provide consultative solutions to client talent needs and advise on hiring strategies.
• Drive client acquisition strategies and support consultants in complex or high-value negotiations.

Operational Excellence

• Ensure compliance with recruitment processes, legal and ethical standards, and internal best practices.
• Monitor team performance metrics and implement data-driven improvements.
• Super user of in-house ERP system and digital database.
• Drive change initiatives and adopt technology and systems to streamline operations.

360° Recruitment Delivery

• Manage end-to-end recruitment processes from client briefing and job scoping to candidate placement and onboarding.
• Develop tailored sourcing strategies for roles across all HR functions including Talent Acquisition, HR Business Partnering, Learning & Development, Talent Management, Compensation & Benefits, HR Operations and more.
• Conduct interviews, shortlist candidates, and provide market insights to clients.

Client Relationship Management

• Build and maintain long-term relationships with existing and new clients across various industries.
• Understand client business needs, organizational culture, and hiring objectives to deliver high-quality talent solutions.

Candidate Engagement

• Develop and nurture a strong network of HR professionals at mid to senior levels.
• Deliver an exceptional candidate experience through transparent communication and career advice.
• Stay engaged with placed candidates to support retention and long-term client satisfaction.

Market & Practice Development

• Keep abreast of HR trends, market shifts, salary benchmarks, and talent movement across industries.
• Leverage market intelligence to build sector-specific insights and expand the HR talent pool.
• Contribute to brand visibility through thought leadership, events, or networking activities.

Center & Front Desk Operations

• Oversee day-to-day operations of the music academy and retail front, ensuring seamless coordination between departments.
• Manage scheduling, class coordination, and registration processes to ensure a positive student and parent experience.
• Supervise the front desk team to ensure high-quality customer service, timely responses, and professional conduct.

Team Leadership

• Lead, train, and motivate a team of front desk staff and operations support personnel.
• Develop SOPs and training materials to maintain consistent service standards.
• Manage team rosters, attendance, and performance appraisals.

Customer Service & Experience

• Handle escalated inquiries or complaints with professionalism and care.
• Foster a warm and helpful environment for students, parents, instructors, and walk-in customers.
• Ensure clear communication of school policies, programs, and retail offerings.

Retail Operations Support

• Collaborate with the retail team to ensure product displays, stock levels, and POS systems are effectively managed.
• Support sales promotions, inventory counts, and merchandising activities.
• Ensure retail operations align with overall customer experience goals.

Administrative & Operational Efficiency

• Monitor and improve operational workflows, class logistics, and resource allocation.
• Prepare operational reports and insights for management review.
• Manage supplies, maintenance schedules, and center facilities to ensure a clean, safe, and organized environment.