Senior Library Executive, User Services

2 weeks ago

Singapore NTU (Nanyang Technology University- Main Office-HR) Full time

The Office of Information, Knowledge and Library Services provides seamless access to information, knowledge and library services to support the learning, teaching and research needs of the NTU community. The User Services & Spaces (USS) team's role is to maintain smooth operations of all libraries on campus and to drive transformation projects in its space and facilities to meet evolving user needs.

We are seeking a service-oriented, innovative, and enthusiastic Senior Library Executive to support the User Services & Spaces (USS) team in sustainably running frontline library services and operations. The Senior Library Executive will also be responsible for proposing and implementing initiatives to improve operational efficiency and effectiveness of library operations, and work on service or space transformation projects to meet evolving user needs.

**Responsibilities**
- Perform administrative tasks which includes (but not limited to) rostering of staff and Student Assistants, budget tracking, and procurement.
- Provide relevant data and reports from the library system to facilitate decision-making by the management.
- Analyse current library processes and identify opportunities for improvement.
- Participate in service or space transformation initiatives or projects.
- Monitor and provide timely feedback on user spaces in the libraries in terms of cleanliness and furniture condition.
- Handle basic troubleshooting and maintenance of library equipment.
- Manage the organisation and logistics for outreach events, activities and initiatives driven by cross collaborative projects.
- Manage and address user enquiries on library services effectively.
- Investigate service issues and work with stakeholder(s), if applicable, to propose solution(s) to address the issues.
- Operate the Alma Library Management System efficiently and effectively at the administrative level.
- Perform and supervise collection maintenance activities for optimal resources accessibility.
- Provide efficient and high-quality Service Desk duties that align with NTU Library's service excellence standards.
- Deliver After Office Hours (AOH) services during designated weekday evening and weekend opening hours.
- Train, guide and lead a pool of student assistants on delivering library operational tasks and procedures.

**Requirements**:

- Diploma holders in any discipline with 3-5 years of work experience in customer service, or Degree holders with an interest in this area.
- Experience in operations, customer service or communications role in academic libraries or large libraries.
- Experience in executing innovation-driven or process improvements projects.
- Strong service-oriented mindset with a focus on customer service.
- Organized and detail-oriented with an ability to analyse processes/issues and identify areas for improvements.
- Strong communication and interpersonal skills to interact and collaborate with diverse stakeholders.
- Strong prioritisation skills in a dynamic environment.
- Proficiency in MS Word, Excel, PowerPoint.
- Experience in project and facilities management is an advantage.
- Experience in guiding student assistants is an advantage.
- Knowledge of Alma Library Management System is an advantage.
- Understanding of user needs in academic or large libraries is an advantage.

Hiring Institution: NTU

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