Branch Manager

[What the role is]

The National Library Board (NLB) nurtures Readers for Life, Learning Communities and a Knowledgeable Nation by promoting reading, learning and history through our network of 28 libraries across Singapore, the National Library and the National Archives of Singapore.

At NLB, you can look forward to a flexible, hybrid work environment with rewarding, impactful deliverables that improve the lives of the community. With caring colleagues, you will be in an ideal environment for professional development, innovation and impact.

We can offer you:

- A chance to Impact the Community, bridge gaps and empower everyone with the opportunity for learning and discovery.
- An opportunity to Innovate and Push Boundaries. We value ideas, curiosity and a passion for innovation to transform our libraries and archives.
- An organisation that Cares for your Growth and Wellbeing through investment in staff development and wellbeing in a supportive and collaborative environment.

As a Manager at the branch, your key responsibility is to ensure that the library functions smoothly and provides a conducive environment for the reading and learning needs of the community. Together with a team of librarians and library officers, you will oversee services provided at the branch and ensure that processes are aligned with service excellence and ISO standards. You will also build and maintain relationships with community partners to foster a greater sense of identity and activism amongst the community in supporting their reading and learning interests.

[What you will be working on]

Efficient Library Operations & Positive Service Experience
- Oversee a library branch’s operations to ensure that they run efficiently and the library is in optimal condition to serve the community
- Maintain a strong service culture within the library to deliver positive service experience by staff and service staff
- Ensure escalated customer queries and feedback are promptly addressed to identify root cause and implement improvements if required
- Regular communications to staff to ensure that ISO Quality Management Standards are adhered to
- Oversee crisis management and manage the ground crisis response activities to ensure public safety at the library
- Ensure that Key Performance Indicators (KPIs) are met through proactive measures and continuous monitoring of performance

Collection Management and Promotion of Library Services
- Ensure the library’s collection is relevant and up-to-date, and to create awareness of library collections to foster reading interest among the community
- Promote library usage through curated library activities and programmes; and promote library services by actively engaging customers on the usage NLB digital platforms like the NLB Mobile App
- Develop plans for community engagement with surrounding communities/partners to promote use of library services
- Develop relationships with community partners and support intra-agency collaborations to broaden the library’s reach in the community

Staff Supervision, Development and Volunteer Management
- Oversee branch staff and guiding as required to ensure staff deliver desired outcomes for the library
- Design developmental plans for staff to meet current and future job needs
- Design meaningful roles for volunteers to contribute to library operations, programmes and activities
- Nurture a pool of library volunteers to build community ownership of the library through active engagement of branch volunteers to sustain the volunteers support at library

Whole of Public Library Operations
- Contribute to the overall development of standards, policies, processes and implementation of initiatives for related functions for the entire library network through function team and project involvement

[What we are looking for]
- 5 to 8 years of relevant working experience, preferably with at least 3 years of supervisory experience
- Skills in interpreting and analysing user/clients information needs
- Systematic, meticulous, with strong process management skills
- Experience in customer service with the ability to empathise with the difficulties that customers may face
- Competent in the use of performance planning/management and budgeting tools
- Good command of English and communication skills (writing and speaking)
- Strong team player, ability to lead and motivate team; good networking and relationship-building skills
- Library administrative skills and certification would be beneficial

Successful applicant will be appointed on a two-year contract in the first instance.