Head, Resident Experience Unit

1 month ago

Singapore Nanyang Technological University Full time

The Office of Campus Housing (OCH) serves to make NTU, the university with the best-in-class campus for learning, working, and living. OCH has a mission to provide optimal on-campus living environment for students and faculty to excel in learning, research, teaching and other NTU related work. It is responsible for student and faculty housing on campus, the sports and recreational facilities, and its related services.

We are looking for individuals who have a strong passion and drive to transform our delivery and services to residents of the University's student and faculty housing, and athletes and users of sports & recreation facilities on campus. We are seeking to hire an independent, resourceful, experienced and visionary leader, planner and implementer to head the Resident Experience Unit in OCH.

If you have proven experience in housing / property administration & management and customer service / relations or related roles, with at least 15 years in managerial position, you may be the one whom we are looking for. Having an experience in managing student hostels, staff housing or hospitality services would be advantageous for this role.

Responsibilities

  • Provide the strategic direction of the University housing programme for faculty and students living on campus and develop a team to nurture and maintain strong relationships with residents and serves as primary point of contact for residents, including delivering exceptional service experience and addressing resident requests, queries and feedback.
  • Conceptualise and oversee the implementation of housing policies, procedures and guidelines.
  • Develop strategies and initiatives to enhance resident engagement and sense of belonging to NTU.
  • Provide insights and recommendations to the Senior Management, enable informed decision-making and drive long-term success and sustainability of NTU on-campus accommodation.
  • Oversee the applications, allocation and selection of housing units, including appeals and requests from applicants and residents.
  • Lead a team to manage day-to-day housing and Sports & Recreational Centre (SRC) operations, which includes preparing & disseminating communication materials to residents & relevent stakeholders, managing the housing units, tenants and leases, scheduling & booking of sports facilities, repairs & maintenance, security and staffing.
  • Oversee the coordination of maintenance, repairs and renovation of SRC faciltiies, housing units and common areas, including the joint development & implementation of preventive maintenance programme (with Office of Development & Facilities Management) to optimise the shelf-life of buildings and facilities, taking into consideration housing & facilities disruptions.
  • Develop and oversee housing and SRC budgets, with focus on resource sustainability and cost optimisation. This includes monitoring budgets and expenditures and identifying opportunities for cost savings and process improvements.
  • Regularly review and streamline housing and SRC operational processes to achieve resource optimisation and quality resident experience.
  • Benchmark practices and service delivery to the industry and market.

Requirements

  • University degree, preferably Master's degree in business administration and related fields.
  • Proven experience in housing / property administration & management and customer service / relations or related roles. Work experience in hospitality, customer-oriented or customer service sectors, especially hotel, hostel or related industry can be considered.
  • Strong leadership and team management skills.
  • Strong analytical and problem-solving skills, with ability to handle diverse customer situations with empathy and professionalism.
  • Exceptional interpersonal and communication (written and verbal) skills.
  • Excellent organisational skills, with the ability to manage multiple tasks and prioritise effectively.
  • Resourceful and ability to manage deliverables under tight timelines.
  • Capable of working collaboratively in cross-functional teams.
  • Able to rally support from diverse stakeholders and to influence without authority.
  • Proficient in customer support tools, e.g., ServiceNow and CRM.

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