Senior Executive, Patron Experience

3 days ago

Clementi, Singapore NPO Ngee Ann Polytechnic Full time

[What the role is]

This is a 2-year contract position as a Senior Executive in the Library.

**[What you will be working on]**

Your responsibilities will include, but are not limited to the following:

- Work with the Patron Experience team to continuously ideate, design, re-engineer or implement excellent library service standards, policies, procedures, and processes in order to improve productivity and effectiveness as well as to deliver delightful user experience to the polytechnic community of staff and students.
- Fully understand the spectrum of library services and resources and be able to manage patrons with their inquiries, issues and concerns diplomatically and professionally and to escalate if required.
- Be observant, walk the library premises frequently to ensure the library systems and facilities are in good order and take initiatives independently to work with the Library Technology team, estates, or contractors to resolve to satisfaction promptly.
- Work with the Library Learning and Engagement team to plan, support and execute outreach and engagement activities to promote use of the library facilities, services, and resources.
- Document the policies, procedures and processes and be able to evaluate, assess, visualize, and present the usage of the library facilities, services and resources.

**[What we are looking for]**
- Self-driven individual with growth mindset, initiative, innovative, creative with curiosity to experiment, problem-solve and re-engineer processes and procedures independently.
- Good analytical skills, communication, inter-personal skills, and teamwork to work across the library, polys, schools/depts and manage vendors and contractors to implement solutions or resolve issues.
- Able to manage concurrent projects with initiative and mínimal supervision.
- Customer-oriented, quality mindset, meticulous and detailed.
- Knowledge of design thinking will be an advantage.
- Proven effective team leader with active listening skills and open to explore, experiment and implement new ideas.
- Good planning, organizing and follow through skills with the ability to develop and document Standard Operating Procedures (SOP).

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