PRINCIPAL ACCOUNTABILITIES & RESPONSIBILITIES
Programme Administration and Calendar Support
- Maintain the Academy programme calendar covering open programmes, specialist certifications, workshops, short courses, bootcamps, communities of practice, global learning activities and organisation-focused engagements.
- Support programme scheduling, venue booking, virtual classroom setup, facilitator availability checks, participant lists, attendance registers and programme materials.
- Prepare and maintain programme folders, templates, registers, checklists, facilitator packs, learner packs and post-programme documentation.
- Provide administrative support for meetings, stakeholder sessions, faculty briefings and internal Academy review sessions.
Learner Support and Communication
- Respond to learner enquiries or escalate them appropriately within agreed service timelines.
- Support participant registration, onboarding, pre-programme communication, joining instructions,
- learning materials distribution, attendance tracking and post-programme follow-up.
- Maintain accurate participant records, contact lists, payment status updates, completion records, feedback forms and certificate documentation.
- Support alumni/community engagement activities, reminders, surveys and learner experience improvement actions.
Portal, LMS and Digital Learning Support
- Assist with learner enrolment, course uploads, session links, access checks, digital learning records, virtual attendance tracking and LMS helpdesk support.
- Log portal/LMS issues, track resolution status and provide updates to the Manager, ICT and vendors.
- Support user acceptance testing, course content verification, assessment access checks and learner data extraction for reporting.
- Ensure digital learning documentation is properly named, stored and backed up in line with Academy and CIPM requirements.
Certification and Assessment Support
- Support candidate registration, eligibility documentation, assessment schedules, examination logistics, assessor communication, results collation and certificate processing documentation.
- Maintain certification registers covering applicants, admitted candidates, programme attendance, assessment status, completion status and certificate issuance support.
- Ensure assessment materials and candidate records are handled confidentially and in accordance with approved protocols.
- Assist in preparing certification status reports for the Manager and Academy Director.
Logistics and Delivery Support
- Coordinate programme logistics including venues, refreshments, room setup, teaching aids, online links, faculty support, attendance sheets, name tags, materials and feedback forms.
- Confirm readiness before each programme using approved checklists and escalate gaps promptly.
- Provide on-site and online support during programme delivery, including participant registration, attendance monitoring, faculty assistance and issue escalation.
- Support post-programme closure activities, including materials retrieval, feedback collation, documentation and communication with participants.
Data, Records and Reporting
- Maintain complete, accurate and up-to-date records of enquiries, leads, registrations, payments, attendance, feedback, completion, certification and partner/faculty information.
- Support weekly, monthly, management and Board reporting by collating data, preparing summaries and maintaining evidence folders.
- Assist with revenue and payment follow-up records in collaboration with the Manager and Finance.
- Prepare draft programme summaries, feedback summaries, attendance reports and documentation trackers as required.
Faculty, Partner and Vendor Support
- Support communication with facilitators, assessors, delivery partners, consultants, vendors and institutional stakeholders as directed by the Manager.
- Assist with faculty onboarding documentation, profiles, session briefs, delivery schedules, evaluation results and payment documentation.
- Track partner/vendor deliverables, deadlines, required materials and unresolved issues for escalation.
Quality Assurance, Compliance and Confidentiality
- Use approved Academy templates, checklists and documentation standards for all programme, certification and learner records.
- Check programme files for completeness, accuracy and audit readiness.
- Protect learner, member, faculty and partner data in line with CIPM policies, NDPA/NDPR, GDPR where applicable, and internal confidentiality requirements.
- Support continuous improvement by documenting learner complaints, operational issues, feedback trends and agreed corrective actions.
KEY PERFROMANCE INDICATORS
Knowledge, Technical Skills and Attitudes Knowledge:
- Basic knowledge of CIPM, the HR profession and the Academy’s programme clusters.
- Programme administration, learner services and training logistics.
- LMS/portal support, digital records and virtual learning administration.
- Certification records, assessment logistics and document control.
- Data protection, confidentiality and records management requirements.
Technical and Functional Skills
- Programme coordination and administrative support.
- Learner communication and customer service.
- LMS/portal use, Microsoft Office, spreadsheets, data entry and document management.
- Attendance tracking, feedback collation and basic reporting.
- Event logistics, scheduling, minute-taking and stakeholder follow-up.
- Good business writing and presentation support skills.
- Institute Knowledge
- Relevant Regulations
- Behavioural Competencies
- Accuracy and attention to detail.
- Responsiveness and service orientation.
- Confidentiality and professional conduct.
- Reliability, follow-through and deadline discipline.
- Teamwork and willingness to escalate issues early.
- Problem-solving and continuous improvement mindset.
Experience
- Minimum of 3-5 years’ experience in programme administration, learning operations, professional education support, training coordination, learner services, LMS support, customer service or administrative coordination.
- Experience supporting training programmes, certification programmes, workshops, events, digital learning platforms, participant records or professional body operations will be an advantage.
- Ability to work with multiple stakeholders, maintain accurate records, support programme logistics and prepare timely reports is essential.
Qualifications
Education and Professional Qualification
- Bachelor’s degree in Human Resource Management, Business Administration, Education, Management, Social Sciences or a related field.
- Master’s degree, relevant professional qualification or certification in HR, learning and development, education technology, project management or customer experience will be an advantage.
- Membership of CIPM will be an advantage and may be required within an agreed period after appointment
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