Consultant/Senior Consultant (Member Experience & Transformation)

• The Consultant/Senior Consultant supports ISCA’s 2026 ambition to be member-first, digitally enabled and growth-focused by delivering high-quality member experience and operational innovation across the membership cycle. • Key responsibilities include delivering accurate, timely and member-centric administration across membership renewal, financial assistant application, CPE compliance, Public Accountant registration/cancellation administration, frontline service and member events. • This role is not purely operational but to leverage technology, AI and automation to streamline operations, enhance member self-service capabilities and deliver scalable, high-quality member experiences. Job Description 1. Membership Administration • Serve as the main contact point with ACRA on Public Accountant registration and cancellation status matters. • Follow up with members on Public Accountant registration/cancellation status and ensure timely updates in CRM and internal trackers. • Consolidate and report monthly movements in the list of Public Accountants for monthly agenda papers. • Process top-up payment where applicable. 2. Membership Renewal and Reinstatement Administration • Support pre-renewal preparation, including system change documentation, user testing and coordination with corporate contacts on bulk renewal. • During renewal, review collection reports to identify duplicate payments, payment issues or exceptions, and escalate system or payment matters to ICT and Finance with proposed follow-up actions. • Review waiver requests and provide administrative support for reinstatement. • Conduct renewal calls where required and respond to member feedback • Support reporting such as renewal statistics, reconcile membership numbers at renewal opening and closure. 3. Financial Assistance Application Processing and Reporting • Process Financial Assistance Application including eligibility validation and review of supporting documents. • Assess and process complicated cases and appeals, with timely follow-ups to applicants and internal stakeholders to resolve gaps or discrepancies. • Update application status in CRM/system to support audit trail completeness. • Consolidated reduced-charge cases and statistics, prepare monthly agency papers for approval, and ensure application outcomes are communicated only to relevant members. 4. CPE Compliance and Audit Support • In charge of CPE compliance administration, audit processes and member communications. • Collate and organise supporting evidence, track samples and maintain audit records for CPE audit checks. • Identify opportunities to simplify CPE workflows through automation, clearer member guidance and better documentation. 5. Payment Processing, Refunds, Reporting and Data Analysis • Support system payment processing, refunds and related membership transactions. • Prepare, consolidate and analyse data using Excel tools such as pivot tables, lookups, formulas and reconciliations. • Assist in preparing reports for forecast, budget and audit purposes. 6. Frontline Service, Member Events and Operational Support • Support frontline service delivery and respond to member enquiries professionally across service channels. • Assist in member events and recognition activities, including planning, coordination, registration, on-site support, post-event follow-up and reporting. • Support membership administrative tasks, including data cleansing and validation to ensure accuracy for renewal outreach and member communications. • Maintain accurate records and contribute suggestions to improve operational efficiency, service quality and member experience. Job Requirement • Diploma/Degree in Business, Finance, Data Analytics, Statistics, Accountancy or a related discipline. • Preferably 3 to 5 years of relevant experience, with proven ability to manage higher-volume processing, reporting and operational follow-ups independently. • Experience working with CRM, membership systems, payment records, audit records or structured datasets would be an advantage. • Experience supporting compliance checks, reconciliation, reporting, documentation or committee/management papers would be useful. • Prior exposure to professional bodies, membership organisations, finance operations, audit support or customer/member service operations will be an advantage. • Strong proficiency in Microsoft Excel, including data analysis, reconciliation, pivot tables, formulas and lookups. • Comfortable working with membership systems and payment-related records. • Strong analytical mindset with high attention to detail, accuracy and audit traceability. • Able to manage high-volume processing, competing deadlines and disciplined follow-ups during peak periods. • Well organised, methodical and reliable, with the ability to follow SOPs and maintain accurate records. • Good communication and service skills, with the ability to handle member queries, sensitive cases and internal coordination professionally. • Able to identify opportunities to simplify workflows, improve reporting and support automation or system enhancements.