The Global Fintech Institute (GFI) is hiring a Programme Operations Executive to run smooth day to day operations for our certifications and courses. This role sits close to learners and programme delivery. You will support student onboarding, respond to candidate and learner enquiries, manage trackers and documentation, and help ensure our examination windows run cleanly and predictably.
GFI is currently led by a new team and going through a reinvention phase. We are a young management team building the next version of GFI, and we move quickly.
Responsibilities
Student onboarding and learner journey
- Support candidate onboarding from registration to getting certified
- Maintain learner records and ensure required information is collected accurately
- Track learner milestones and follow up with students to reduce drop offs and confusion
- Coordinate programme communications such as onboarding emails, reminders, and FAQs
- Use AI tools to support faster drafting of learner comms, FAQs, and internal documentation while maintaining accuracy and data privacy
Learner support and customer service
- Manage inbound enquiries through email and other support channels
- Resolve issues calmly and quickly, escalating when needed
- Maintain response templates and a simple internal knowledge base to keep support consistent
- Collect feedback and identify recurring pain points to improve the learner experience
Examination and course operations
- Coordinate exam related workflows such as candidate verification and readiness checks
- Maintain exam trackers and ensure data completeness ahead of examination windows
- Support scheduling, operational communications, and issue management during peak periods
- Coordinate with internal stakeholders and external vendors or proctoring partners where applicable
Reporting and process improvement
- Maintain programme trackers for cohorts, candidates, support tickets, and feedback
- Support post programme reporting, testimonials, and documentation for internal learning
- Improve SOPs and checklists to reduce manual work and last minute changes
Requirements
Academic qualification
- Diploma or Bachelor’s degree in any discipline (education, business, communications, or related fields are a plus)
Experience and skills
- 1 to 4 years experience in programme operations, customer support, education ops, training admin, or similar
- Strong written communication and a service mindset
- Highly organised, comfortable managing multiple trackers and deadlines
- Detail oriented with learner data, documentation, and follow up
- Calm under pressure during exam windows or peak onboarding periods
- Comfortable using AI tools to improve productivity (for example drafting, summarising, and organising information), with good judgement on what should not be shared
Bonus
- Experience supporting certification or examination operations
- Familiarity with basic CRM or support workflows
- Experience in education, training, certification, or membership organisations