Web Designing
Samuel Velaitham
Head Principle, Educator
Summary
Experienced Operations Leader with a strong background in Customer Service, Human Resources, Training and Development across Retail, Aviation, Telecommunication, and Public Sectors. Worked in international settings including Singapore, Malaysia, India, and Hong Kong. Certified with an Advanced Certificate in Training & Assessment (ACTA). Demonstrated ability to lead high-performing, multi-cultural, and cross-functional teams to deliver and deploy multiple projects. Skilled communicator adept at translating complex challenges into actionable outcomes. Engages clients, vendors, and stakeholders at all levels to implement systematic processes for sustainable business growth and achieve organizational KPIs.
Overview
15
15
years of professional experience
17
17
Certifications
2
2
Languages
Work History
Senior Manager, Secretariat
World Aquatics Championships 2025 Organising Committee
02.2024 - Current
- Develop strategies to enhance international partnerships, alliances, and diplomatic relations
- Ensure alignment between international partners and organizational goals
- Support the creation of policies that facilitate global cooperation
- Serve as the primary point of contact between the secretariat and international partners
- Coordinate meetings, high-level conferences, and international summits
- Facilitate communication and information flow across global partners
- Establish and maintain strong relationships with international governmental bodies, NGOs, and private sector partners
- Manage stakeholder expectations and resolve conflicts diplomatically
- Ensure that all international partnerships comply with legal, regulatory, and organizational standards
- Prepare reports, presentations, and briefings on international engagements and outcomes for senior leadership
- Oversee projects related to international cooperation, ensuring timely and successful execution
- Manage budgets and resources for international programs and collaborations
- Represent the organization in international forums, conventions, and summits
- Advocate for policies that benefit the organization's global objectives
General Manager(Contract)
Kenko Academy Pte Ltd
02.2024 - 08.2024
- Develop and implement the institute's long-term vision and growth strategy
- Ensure alignment with market trends, industry needs, and the institute's mission
- Identify opportunities for expansion, including new training programs, industry partnerships, and geographic growth
- Oversee the creation and enhancement of educational programs to ensure relevance and market demand
- Align curriculum with learner and employer needs
- Ensure smooth day-to-day operations across administrative, financial, and operational functions
- Manage resources efficiently, including staff, facilities, and training materials, while maintaining quality
- Develop and manage the institute's budget, tracking expenses, forecasting revenue, and ensuring financial sustainability
- Ensure adherence to educational standards, accreditation requirements, and industry regulations
- Lead, motivate, and manage trainers, administrative personnel, and support staff
- Foster a collaborative and supportive work environment
- Oversee the recruitment of skilled instructors and administrative staff
- Implement performance evaluation processes, provide feedback, and ensure continuous professional development
- Keep trainers updated with the latest educational methodologies and industry trends
- Ensure a high-quality student journey from enrollment to graduation
Head, Adult Educator
Eduquest International Institute
09.2022 - 02.2024
- Develop and implement strategic plans to enhance adult learning programs by identifying and engaging relevant stakeholders, such as adult learning educators, training providers, enterprises & professional bodies
- Manage and oversee operational activities, including grant administration, to ensure effective execution of adult learning initiatives
- Ensure the smooth running of courses and training programs, coordinating logistics, resources, and schedules to deliver high-quality learning experiences
- Oversee marketing, sales, and customer support efforts, aligning them with the goals and objectives of adult learning initiatives
- Maintain a high standard of customer service, ensuring that participants' needs and expectations are met throughout their learning journey
- Streamline the registration process for courses, making it user-friendly and efficient
- Support the development and quality management of training products, working closely with subject matter experts to create impactful and engaging learning materials
- Evaluate feedback from participants and stakeholders and use it to recommend improvements to enhance the effectiveness of adult learning programs
- Lead the capability development of the team, providing guidance, mentorship, and training opportunities to ensure they meet key performance indicators (KPIs) and professional growth
- Generate impact and disseminate results by engaging with relevant communities of practice, including adult learning educators, training providers, unions, enterprises, professional bodies, policymakers, and the wider public
- Oversee the budget, production of outputs, and reporting for adult learning initiatives, ensuring efficient resource allocation and effective tracking of progress and outcomes
- Developed and implemented a new learning management system, resulting in a 20% increase in team productivity and on-time project delivery
- Improved customer satisfaction ratings by 25% through the implementation of a comprehensive customer service training program and the establishment of key performance indicators (KPIs) for the support team
- Successfully led a cross-functional team of 30 members, 3 Direct reports
- Implemented the renowned ADDIE (Analyze, Design, Develop, Implement, Evaluate) model to establish a comprehensive framework for adult training trainers
- Streamlined and optimized business processes associated with course delivery, resulting in improved efficiency and higher satisfaction levels among trainers
- Received positive feedback from trainers, highlighting increased satisfaction and effectiveness of the training programs implemented under the new framework
- Successfully aligned training objectives with organizational goals, resulting in enhanced performance and skill development among adult learners
- Monitored and evaluated training programs regularly to identify areas for improvement, leading to continuous enhancements and better outcomes
Operations Manager
Hong Ye Group of Companies
07.2021 - 09.2022
- Ensure seamless and cost-effective operations, supervise and train 7 Team Managers, including APEC
- Improve operational management systems, processes and best practices
- Execute purchasing, inventory and warehouse efficiency
- Enforce compliance with regulations and set strategic & operational objectives
- Analyse financial data to improve profitability and prepare budgets & forecasts
- Perform quality controls, monitor KPIs and implement service quality enhancement
- Established the India and Hong Kong offices
- Increased customer service rating by 1.7%
Executive Officer (Contract)
Ministry of Manpower, Singapore
06.2020 - 06.2021
- Identify and assess training needs through job analysis, career paths, annual performance
- Manage appraisals in consultation with line managers and tailor training programmes as necessary
- Develop training methods, manage budgets, evaluate training effectiveness & ROI and report
- Conduct induction & orientation and provide opportunities for ongoing development
- Resolve issues and monitor training trends, development and best practices
- Participated in developing hand hygiene course content for our migrant workers
- Achieved Best Contribution Award 2021
Program Manager (Retrenched)
Junior Achievement, Singapore
01.2020 - 06.2020
- Plan the programme and monitor the progress to meet all milestones
- Manage budgets, risks and issues and implement corrective measures
- Coordinate projects and quality assurance audit
- Define programme control, processes, procedures and generate reports
Station Manager (Contract)
Cheers Holding Pte Ltd
04.2017 - 12.2019
- Source for recruitment channels, e.g., yellow ribbon project, school of the disabled for hiring
- Supervise a team of 3 Team Leaders and 5 Supervisors to ensure seamless operations
- Manage store operation and budgets, including labour, supplies and related expenses
- Conduct staff orientation and facilitate sales/customer service training
- Prepare employees' schedules, oversee daily activities and work with merchandising
- Grew the sales revenue for individual stations by 2.6% and received the Best Team Award 2018/2019
- Reduced customer complaints and hit the target for mystery shopper score
Senior Trainer
Singapore Airlines Ltd
12.2011 - 03.2017
- Ensure efficiency in ground training and cost-effective courses
- Develop and implement audits to enforce compliance with regulations and requirements
- Facilitate training, manage budgets and conduct quality assurance audit
- Recognised with the Best Trainer Award 2014/2015
- Compliance audit results improved within the target margin
- Attained zero customer complaints
Management Trainee (Call Centre)
Starhub Ltd
01.2010 - 04.2011
- Hire and train call centre representatives to attend to queries & complaints and troubleshoot service/product issues
- Ensure that agents understand and comply with objectives, performance standards and policies
Education
Bachelor of Arts (Honours) - Business Administration
University of Hertfordshire
01.2022 - 2022.12
Specialist Diploma - Human Resource Management
Nanyang Polytechnic
01.2020 - 2020.12
Diploma - Tourism & Hospitality Management
Tourism Management Institute of Singapore
01.2017 - 2017.12
Skills
- Customer Service Management
- Human Resource Operations
- Lesson Planning
- Operations Management
- Head of Admissions
- Compliance
Certification
Robotic Process Automation, Singapore Polytechnic, 2024
Personal Information
- Available: Immediate
- Nationality: Singaporean
Software
Timeline
Senior Manager, Secretariat
World Aquatics Championships 2025 Organising Committee
02.2024 - Current
General Manager(Contract)
Kenko Academy Pte Ltd
02.2024 - 08.2024
Head, Adult Educator
Eduquest International Institute
09.2022 - 02.2024
Bachelor of Arts (Honours) - Business Administration
University of Hertfordshire
01.2022 - 2022.12
Operations Manager
Hong Ye Group of Companies
07.2021 - 09.2022
Executive Officer (Contract)
Ministry of Manpower, Singapore
06.2020 - 06.2021
Program Manager (Retrenched)
Junior Achievement, Singapore
01.2020 - 06.2020
Specialist Diploma - Human Resource Management
Nanyang Polytechnic
01.2020 - 2020.12
Station Manager (Contract)
Cheers Holding Pte Ltd
04.2017 - 12.2019
Diploma - Tourism & Hospitality Management
Tourism Management Institute of Singapore
01.2017 - 2017.12
Senior Trainer
Singapore Airlines Ltd
12.2011 - 03.2017
Management Trainee (Call Centre)
Starhub Ltd
01.2010 - 04.2011
Robotic Process Automation, Singapore Polytechnic, 2024
Future Leader's programme, National University of Singapore, 2023
Career Advisory Programme (CAP), WSG Workforce Singapore, 2023
Workplace Learning Blueprint Development, National Centre of Excellence for Workplace Learning, 2023
Cyber Security for Manufacturing, Singapore Institute of Management, 2021
Generative Design for Additive Manufacturing, Singapore Institute of Management, 2021
Design Thinking, Singapore Institute of Management, 2021
Smart Manufacturing for Industry 4.0, Singapore Institute of Management, 2021
Internet-of-things (IoT), Singapore Institute of Management, 2021
Data Science to Artificial Intelligence (AI) for Managers, Singapore Institute of Management, 2021
Microsoft Certificated Application Specialist (MCAS), Singapore Institute of Management, 2020
Sales Essentials Certificate, Singapore Institute of Management, 2020
Ministry of Education Registered Trainer, Singapore Institute of Management, 2020
Singapore Tourism Board Registered Tour Guide, Singapore Institute of Management, 2020
Introduction to Fusion 360, Singapore Institute of Management, 2020
System Thinking, Singapore Institute of Management, 2020
WSQ Advanced Certificate in Training and Assessment (ACTA), Singapore Airlines Training School, 2015
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