• Responsible for managing the servicing team to provide talent acquisition, employee relations, learning & development, and employee life cycle operation (hiring, transfer, contract changes and renewal, exit, filing management, etc)
• Build up the talent pipeline, develop and implement talent acquisition activities to support Heep Hong's Vision, Mission and Strategy
• Adopt go-to-market recruitment strategies to recruit talent, using social media and innovative recruitment platforms to pro-actively reach the best-qualified talent
• End-to-end talent sourcing, from job descriptions, candidate identification, screening and interviewing, through to salary negotiation and on-boarding
• Identify training needs, develop training initiatives and source training courses to support Heep Hong's growth plan
• Contribute to the overall training effectiveness by identifying, designing and arranging follow-up to ensure the effectiveness of the delivery of training courses
• Execute the corporate initiatives and 5-year strategic plan to adhere to the goals of organization development enabling Heep Hong to build and sustain a new desired state for the entire organization
• Implement employee engagement initiatives to promote positive people culture and arise workplace health and wellbeing and drive initiatives on employer branding and talent engagement and retention
• Act as backup support to the servicing operation
• Support the development and execution of HR projects and performs other duties as directed

1. Team Leadership & Performance Management

• Directly supervise, train, and mentor 4–6 street fundraisers, fostering a results-driven and motivated team culture
• Conduct daily briefings/debriefings to align team goals, address challenges, and reinforce best practices
• Implement performance KPIs (e.g., sign-ups/fundraiser, donor retention rates) and provide constructive feedback
• Design and manage efficient shift schedules and field rotations to optimize recruitment results

2. Field Operations & Compliance

• Lead by example in the field, providing real-time coaching to fundraisers on donor engagement techniques
• Ensure strict adherence to fundraising scripts, ethical guidelines, and data protection policies
• Oversee inventory and distribution of fundraising materials (e.g., tablets, ID cards, brochures)
• Resolve on-site issues promptly (donor complaints, team conflicts, logistical hurdles)

3. Reporting, Strategy and Data Management

• Generate daily/weekly/monthly performance reports for management, highlighting trends and improvement areas
• Conduct market research (social media, donor trends) to refine fundraising strategies
• Collaborate with the back office team to streamline donor onboarding and database management
• Analyze data to identify opportunities for donor retention/upselling (e.g., upgrading donation tiers)

4. Donor Engagement & Public Relations

• Develop and execute donor recruitment/retention initiatives (e.g., donor visits, loyalty programs, thank-you events)
• Draft compelling fundraising collateral (e.g., newsletters, proposals, social media appeals)
• Represent the Society at public events, building trust and brand awareness
• Step in as a lead fundraiser for high-value donor prospects when required

• Perform all-rounded administration duties and secretarial support for the department
• Responsible for answering incoming calls, T1 technical support, and handling mail & courier arrangements
• Support the IT procurement process, including preparing and checking for payment vouchers and handling and renewing telephone & broadband services for head offices & centers
• Support inventory control, inventory management, monitoring expenses/budget, license maintenance and renewal, payment support, etc
• Maintain documents and filing for all ITD operations and correspondence, including agenda and meeting minutes
• Prepare regular department reports
• Inform HO and Centre staff of department issues and memos
• Perform other ad hoc projects and duties as required