Head, Learning Support

To lead and manage the Learning Support function in delivering efficient, consistent, and high-quality operational support for all learning programs across RHB Academy. This includes overseeing programme coordination, logistics, systems, vendor engagement, and compliance with internal and external requirements. The role is responsible for driving operational excellence, fostering a service-oriented culture, ensuring strong governance, and continuously improving learning delivery efficiency to support the Academy's strategic learning agenda.

1. Departmental Planning & Business Performance

• Translate RHB Academy's strategic priorities into actionable department plans and track team progress against performance metrics and SLAs.

• Ensure timely, efficient, and high-quality execution of learning support activities, including programme coordination, scheduling, logistics, and vendor engagement (e.g. caterers, venue providers).

• Monitor team performance against KPIs to uphold service standards and operational excellence.

• Drive a culture of accountability and ownership to ensure consistent delivery of learner-centric support.

• Identify and resolve operational bottlenecks proactively to ensure seamless programme delivery.

• Conduct regular business reviews and provide performance updates to Academy leadership.

2. Operational Execution & Continuous Improvement

• Lead the development, documentation, and optimisation of end-to-end learning operations processes to ensure scalability, standardisation, and continuous improvement.

• Implement enhancements to reduce turnaround time, improve cost efficiency, and elevate the quality of learning support.

• Ensure all operational processes comply with internal policies and external regulatory requirements.

• Champion the use of digital tools, systems, and automation to streamline support workflows and reporting.

• Foster a mindset of continuous improvement and process innovation across the team.

• Support the execution of functional projects and initiatives as directed by the Academy Head or Group HR leadership.

3. Regulatory Compliance & Risk Controls

• Ensure full compliance with HRDC requirements, internal finance and procurement policies, and relevant learning and development regulations.

• Oversee accurate documentation, reporting, and tracking to ensure audit readiness and meet governance standards.

• Liaise with internal stakeholders such as Risk, Compliance, and Finance to maintain alignment and address operational risks.

• Monitor evolving regulatory requirements and embed necessary updates into operating procedures.

• Promote a strong compliance culture to uphold integrity, governance, and risk management in day-to-day activities.

• Lead the operational delivery of in-house and e-learning programmes, ensuring coordination, facilitator/vendor management, and learner engagement.

• Track programme outcomes including participation, completion rates, feedback scores, and effectiveness, reporting insights for continuous enhancement.

4. People & Team Leadership

• Lead, coach, and develop the Learning Support team to build strong functional capabilities and a high-performance culture.

• Role model a growth mindset and champion collaboration, service excellence, and innovation within the team.

• Promote knowledge sharing and encourage team members to stay current with industry trends, tools, and best practices.

• Facilitate cross-functional coordination with internal stakeholders to ensure alignment and support for learning initiatives.

• Proactively seek and act on feedback to enhance personal leadership effectiveness and team contribution to Academy goals.

• Ensure effective succession planning and talent development within the function.