Assistant Manager, Service Excellence, Safety and Compliance

The Office of Commercial and Auxiliary Services (OCAS) oversees the management of estate leases and commercial services (such as leasing of spaces for F&B, amenities & lifestyle services, short-term accommodation, and meetings/events), and auxiliary services (such as car parks, shuttle bus services, campus security, business continuity planning and emergency management) for NTU's main campus, Novena campus and -North campus.

This position is responsible for promoting operational excellence by ensuring that NTU's service providers (e.g. operators of offices, F&B and retail outlets, services of Childcare Centre, Medical Centre, etc.) on the NTU main campus and One-North, fulfil their contractual obligations and observe regulatory compliance for the safety of the NTU community and for parties working at or operating within the service providers' premises.

The key functional contributions from the Assistant Manager will include:

• Works closely with NTU's stakeholders and service providers to meet service expectations and to ensure smooth operations when delivering essential services to the NTU community.

• Oversees the on-going improvement and implementation of initiatives and work processes to influence service providers to uphold operational excellence, improve and refine their existing work processes to fulfil contractual obligations and regulatory compliance.

• Communicates NTU community's feedback, conduct ground audits, periodic inspections of premises and communicate audit findings in a simple and timely manner. Follow-up on non-compliance or to discuss and guide service providers into resolving matters arising in a collaborative manner.

• Provides continuous improvement to the current audit automation system according to contractual or regulatory compliance. Review and streamline processes to improve team's productivity via automation and use of technology, etc.

• Prepares analytical reports and graphic representation of audit findings for communication with service providers and for management reporting. Prepare management reports and forecasts.

• Propose data-driven solutions to improve service quality for customers facing service providers to improve their service/offerings and to OCAS to drive stakeholders' satisfaction.

• Fosters a positive thinking service culture and provide professional support to OCAS Operation teams.

• Cultivates good relationships with service providers.

• Monitors and conducts market research on industry developments, best practices, and innovation.

Requirements :

• Degree in Building, Facilities, Real Estate or related field. Diploma holders with extensive years of relevant experience may be considered.

• At least 4 years of experience, preferably in a diverse F&B, hospitality or events environment.

• Good understanding of the local legislation relating to workplace safety and health, regulated permits, licenses and equipment for various enforcement agencies (including SPF/NEA/MOM/SCDF) in OCAS' areas of work.

• At least Bizsafe level 3 (Risk management).

• Registered Workplace Safety and Health Officer (WSHO) and/or Registered Fire Safety Manager (FSM) would be advantageous.

• Familiarity with one or more of the following ISO standards:

  • Food Safety Management (ISO 22000 Food Safety Management)

  • Risk Management guidelines (ISO 31000:2018)

  • Business Continuity Management (ISO 22301:2019)

  • Lead Auditor (Occupational Health & Safety) (ISO 45001:2018)

• Good communication skills, both verbal and written.

• Logical thinking skills to find suitable solutions or recommend appropriate course of action.

• Enjoys working collaboratively as a team for cross functional interactions within NTU.

• Able to work independently or execute effectively with guidance.

• A deep understanding and appreciation of customers' needs and experience.

• Proven ability to innovate and lead in creative solutioning for improvement in revenue and service delivery.

• Ability to engage NTU's requirements into operational work processes.

• Proficient in Microsoft Office Applications particularly Excel, Words and PowerPoint presentation.

We regret that only shortlisted candidates will be notified.