VALERIE LEE
Singapore
Summary
With a decade of experience as a Programme Manager, I excel at spearheading support services for diverse corporate clients across industries and international frontiers. Expert in managing tight deadlines, facilitating rapid project turnarounds, and handling administrative duties while effectively coordinating with global and regional teams. Strong communication skills to convey client requirements to internal teams, ensuring timely project delivery. Developed and standardized comprehensive SOPs and frameworks for our local office, integrating strong contingency plans that improved service consistency and training success across the region. Successfully managed over 100 training and leadership programs throughout Asia, including key markets such as Singapore, Hong Kong, China, India, Thailand, Australia, Indonesia, Malaysia, Taiwan, and Brunei. Demonstrated ability to lead and flawlessly execute complex projects as a testament to my seasoned professionalism in the field.
Overview
18
18
years of professional experience
Work History
PROGRAMME MANAGER
WEALTH MANAGEMENT INSTITUTE
08.2024 - Current
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Ensured smooth programme execution, delivering high-quality learning experiences for both Master of Science in Asset and Wealth Management and Compliance related Programme.
- Managed class schedules, programme content, IT support, pre-programme interviews, student communications, venue coordination, and enrolments.
- Coordinated with internal and external stakeholders, faculty, trainers, and university partners for seamless programme delivery.
- Oversaw documentation and prepared materials for audits and accreditation.
- Assisted with outreach and engagement efforts to promote programmes, aligning with business goals.
- Updated and managed programme content on the WMI website to ensure accuracy and relevance.
- Supported the execution of pre-and post-marketing events, corporate engagements, and information sessions, ensuring effective audience communication.
- Ensured data governance best practices, maintaining accurate records and documentation.
- Ensured information keyed in Training Partners Gateway is accurate.
- Supported strategic planning through research and benchmarking, ensuring alignment with industry standards (e.g., Institute of Banking and Finance - IBF).
- Contributed to the IBF accreditation process, ensuring adherence to relevant standards and criteria.
PROGRAMME MANAGER
INTERNATIONAL COMPLIANCE ASSOCIATION
08.2022 - 07.2024
- Lead the implementation of ICA and ICTA programmes, ensuring excellence in delivery across various formats including face-to-face, online, and internal team training.
- Drive outstanding customer service, overseeing the student journey from initial inquiry to certification, highlighting their importance at every stage.
- Maintain rigorous administration standards to uphold exceptional customer service levels.
- Collaborate effectively with the Head of Operations, Programme Owners, external tutors, and the UK Client Services Team to optimize operational efficiency.
- Manage course administration in the Training Partners Gateway to secure funding reimbursements for IBF-accredited courses.
- Oversee the Learning Management System (LMS), including programme setup, material uploads, workshop and assessment schedules, and active forum moderation in Totara.
- Organize examination venues and remote testing, coordinating with the ICA Assessment Team and arranging invigilators to guarantee smooth exam execution.
- Facilitate the timely and accurate submission of exam scripts to ICA and assist in the distribution of assessment results and certificates.
- Provide senior management with weekly enrolment updates to balance programme capacity effectively
- Manage virtual classrooms, including admitting students, supporting facilitators, and organizing breakout rooms in Teams, Zoom and Webex.
- Engage with the ICTA Finance Team on funding and payment queries, and update enrolment statuses in SalesForce.
- Foster strong partnerships, working on training dates, tutor allocation, workshop materials, and student support, while maintaining clear communication with partners like IBF Singapore, AICB Malaysia, and IBF Cambodia.
- Demonstrate a commitment to excellence in customer service, with strong verbal and written communication skills, meticulous attention to detail, and a consistent approach to all tasks.
LEARNING SUPPORT EXECUTIVE
AVADO ASIA PACIFIC PTE LTD
09.2020 - 03.2022
- Liaised as Squared Online's key contact, enhancing learner support and satisfaction.
- Managed high-volume learner communications and complex issue resolution with UK teams.
- Coordinated online cohort setups and user access, ensuring content accuracy and ease of use.
- Resolved complex issues in collaboration with UK teams, guaranteeing comprehensive case management and learner satisfaction.
- Implemented engagement strategies and monitored learner progress via HubSpot & Tableau.
- Utilized Asana for project management, ensuring adherence to timelines and the compilation of necessary documentation for submissions.
- Assisted learners with IMDA funding processes, collaborating with Telesales and B2B sales teams to streamline enrollment.
- Compiled weekly engagement and progression reports, maintaining data integrity for informed decision-making.
- Engaged with at-risk learners to offer personalized support, aiding in their successful course completion.
- Streamlined support processes for improved efficiency and reduced response times.
- Enhanced customer satisfaction by addressing and resolving technical issues promptly.
- Conducted RTTP interviews for Hong Kong graduates, facilitating their funding claims with accurate documentation.
- Undertook additional responsibilities as needed, demonstrating flexibility and commitment to the role.
CUSTOMER SERVICE MANAGER
ICC ACADEMY
01.2019 - 09.2020
- Led client onboarding and project rollouts, bridging Sales & IT teams.
- Analyzed and reported on key account progress, enhancing client satisfaction.
- Managed trainer-client alignment and logistics for tailored training programs.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Facilitated communication between trainers and clients to tailor training requests.
- Took ownership of customer issues and followed problems through to resolution.
- Delivered comprehensive post-training reports and campaign analyses to clients.
- Provided prompt responses to B2C client and prospect inquiries about products and services.
- Streamlined LMS onboarding, webinar setups and supported IBF-FTS processes
- Participated in testing and quality assurance for new LMS features and course content.
- Played a key role in the transition to the Zoom webinar platform.
- Supported the Accounts department with invoicing and the Production Director with IBF-FTS applications.
- Managed content alignment and documentation for IBF-FTS submissions and tracked funded learners' progress for reimbursement eligibility.
- Facilitated reimbursement processes for company-sponsored learners by providing necessary documentation.
- Crafted agreements for Sales and Trainers and provided project support to the Managing Director.
CLIENT SERVICES MANAGER (APAC)
GRC SOLUTIONS PTY LTD
11.2017 - 12.2018
- Spearheaded client services for GRC Solutions, a leader in Governance, Risk, and Compliance training, enhancing the compliance culture through expert-led training initiatives.
- Delivered exceptional online learning support to both local and international clients, ensuring seamless client service experiences.
- Managed user onboarding and provided comprehensive training for Training Managers via Zoom, optimizing the use of the LMS system.
- Developed and refined administration and sales systems to bolster operational efficiency.
- Efficiently managed contact information using Microsoft Dynamics 365, ensuring accurate data collection and storage.
- Oversaw local website maintenance and updates, guaranteeing current and relevant online content.
- Executed targeted regional marketing campaigns, engaging the client base with strategic messaging.
- Coordinated client interactions, from initial meetings to renewals, boosting customer retention and satisfaction.
- Organized regional events and conferences, offering valuable networking opportunities and brand exposure.
- Handled financial transactions with proficiency using Xero, maintaining accurate and timely payments.
- Established partnerships with agency bodies and external partners, securing government-funded programs aligned with local training standards.
- Streamlined IBF Funding applications, aligning programs with schemes to secure financial support
- Executed general office duties, ensuring smooth day-to-day operations and resource availability.
CLIENT SERVICES MANAGER (APAC)
FITCH LEARNING
06.2012 - 10.2017
- Collaborated with cross-functional teams to ensure timely delivery of projects, meeting or exceeding client expectations.
- Managed comprehensive training for top-tier financial clients, ensuring seamless onboarding, training delivery, and effective post-training support.
- Effective coordinated simultaneous training for 100+ trainees, optimizing project timelines and resource allocation across multiple regional clients.
- Streamlined training logistics, reducing costs by negotiating with vendors and overseeing material preparation across global offices.
- Standardized SOPs, bolstering regional training success by 20% through consistent service levels and robust contingency planning.
- Facilitated key account relations, including MAS, DBS and Standard Chartered, ensuring high-profile client satisfaction and retention.
OFFICE MANAGER (APAC)
FITCH LEARNING
05.2011 - 06.2012
- Streamlined office admin for Fitch Learning, ensuring resource availability & team support.
- Efficiently managed vendor invoice consolidation into SAP for accurate financial processing.
- Executed HR tasks, from onboarding to leave management, enhancing staff operational efficiency.
- Facilitated seamless employee relocations, contributing to a dynamic and adaptable work environment.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
CUSTOMER SERVICE COORDINATOR
GAGNER PRODUCTS PTE LTD
10.2006 - 05.2011
- Managed end-to-end logistics and operational processes to guarantee timely delivery of electronics components to top-tier clients, including Motorola and PerkinElmer, while meticulously tracking shipments and coordinating with couriers.
- Executed the creation of purchase orders, sales orders, and tax invoices with precision, upholding a robust filing system for audit compliance.
- Provided expert guidance on transportation regulations across local and regional markets, ensuring all deliveries met certification standards for various modes of transport.
- Fostered inter-office collaboration between Bangkok and China branches to secure essential product details, promoting uniformity and transparency for client satisfaction.
- Maintained strong vendor relationships with industry leaders such as Foxconn, 3M, Maxell, and Memory Protection Devices.
Education
Bachelor of Science - International Business Management
University of Bradford
11-2015
Advanced Diploma - Business Management
Management Development Institute of Singapore / University of Bradford
11-2005
Higher NITEC - Administration
Institute of Technical Education
06-2004
Skills
- Leadership
- Client Relationship Management
- Project Management and Coordination
- Operations Planning
- Student Support Services
- Asana Project Management
- Salesforce CRM Experience
- Effective Communication
- Team Coordination
- CLIENT SERVICES
- Meticulous Approach
Languages
English
Chinese
Timeline
PROGRAMME MANAGER
WEALTH MANAGEMENT INSTITUTE
08.2024 - Current
PROGRAMME MANAGER
INTERNATIONAL COMPLIANCE ASSOCIATION
08.2022 - 07.2024
LEARNING SUPPORT EXECUTIVE
AVADO ASIA PACIFIC PTE LTD
09.2020 - 03.2022
CUSTOMER SERVICE MANAGER
ICC ACADEMY
01.2019 - 09.2020
CLIENT SERVICES MANAGER (APAC)
GRC SOLUTIONS PTY LTD
11.2017 - 12.2018
CLIENT SERVICES MANAGER (APAC)
FITCH LEARNING
06.2012 - 10.2017
OFFICE MANAGER (APAC)
FITCH LEARNING
05.2011 - 06.2012
CUSTOMER SERVICE COORDINATOR
GAGNER PRODUCTS PTE LTD
10.2006 - 05.2011
Bachelor of Science - International Business Management
University of Bradford
Advanced Diploma - Business Management
Management Development Institute of Singapore / University of Bradford
Higher NITEC - Administration
Institute of Technical Education
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