Senior Library Executive, Service Innovation
6 days ago
The Student and Academic Services Department (SASD) is a dedicated team committed to delivering comprehensive support across the entire student life cycle – from admission and matriculation to graduation and beyond the classroom. SASD works collaboratively with schools, colleges, and autonomous institutes to ensure a seamless and enriching academic journey for all students.
As part of the Office of Information, Knowledge and Library Services (OIKLS) within SASD, this position will contribute to the Library's purpose of ensuring that NTU community has seamless access to information and services to support the learning, teaching and research needs.
The successful applicant will support the Service Innovation and Excellence unit within the Library in driving service quality initiatives.
Responsibilities:
Manage the standard operating procedures (SOPs) for feedback management and service recovery.
Apply the guidelines on service delivery at the libraries.
Provide effective and timely follow-up on enquiries received.
Create training materials/courseware for library colleagues.
Train and guide Library Executives in managing difficult customers/situations.
Identify and investigate potential issues at service touch points and intervene to perform service recovery with stakeholder(s), if applicable, to propose solution(s) to address the issues.
Assist with investigations and mitigate the situation by providing favourable solution(s).
Compile and perform analysis of the compliments and complaints to provide learning opportunities for library colleagues.
Implement, support and monitor the service quality activities, e.g. service awareness campaigns, forums, and awards.
Supervise and assist in collection, maintenance and library facilities.
Train, manage, and participate in the assessment of a pool of student assistants.
Provide a range of service desk and AOH (after office hours) services to users in the libraries during the opening hours.
Deliver After Office Hours (AOH) services during designated weekday evening and weekend opening hours.
Qualifications and competencies:
Degree in any discipline and/or diploma with at least 3-5 years of relevant work experience.
Preferably 3-5 years of work experience in customer service-related industry.
Proficient in MS Office Word, Excel and Powerpoint.
Experience in operations, customer service or communications role in academic libraries or large libraries.
Experience in executing innovation-driven or process improvements projects.
Experience in developing communication plans or stakeholder management in education industry.
Service-oriented mindset with focus on customer service.
Strong communication skills in customer interactions, presentation to stakeholders and training delivery.
Organized and detail-oriented with ability to analyse processes and identify areas for improvements.
Able to work independently and collaboratively in a team.
Able to adapt and thrive in rapidly changing, complex and ambiguous environment.
Familiarity with library management systems and some knowledge in data analysis will be added advantage.
Experience in Project Management will be added advantage.
We regret that only shortlisted candidates will be notified.
Hiring Institution: NTU-
Senior Library Executive, Service Innovation
2 weeks ago
Singapore NTU (Nanyang Technology University- Main Office-HR) Full timeThe Office of Information, Knowledge and Library Services (OIKLS) provides seamless access to information and services to support the learning, teaching and research needs of the NTU community. OIKLS seeks a service-oriented, innovative and enthusiastic Senior Executive (Library Service Innovation & Excellence) to support the team in service excellence...
-
Senior Library Executive, User Services
2 weeks ago
Singapore NTU (Nanyang Technology University- Main Office-HR) Full timeThe 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...
-
Library Officer, Public Libraries
2 weeks ago
Singapore NLB National Library Board Full time[What the role is] Library Officer, Public Libraries [What you will be working on] Job Responsibilities - Guide customers on library etiquette, and promote library collection and services - Provide physical and digital collection and service recommendations, engaging library patrons through programmes (like book displays, storytelling, tours, displays and...
-
Library Officer
2 weeks ago
Singapore NLB National Library Board Full time[What the role is] To provide reference and research information services that are timely, useful and accessible to the library users through the provision of reference and customer services, management of Singapore’s heritage collection/content, promotional, administrative activities and projects so as to contribute towards the achievement of NLB’s...
-
Temporary Senior Executive, Library
7 hours ago
Singapore Nanyang Technological University Singapore Full timeOverview Temporary Senior Executive, Library role at Nanyang Technological University Singapore The LKCMedicine Sim Hoay Cheok – Sim Foundation Library provides seamless access to information, knowledge and library services to support the learning, teaching and research needs of the NTU community. The LKCMedicine Sim Hoay Cheok – Sim Foundation Library...
-
Temporary Senior Executive, Library
6 hours ago
Singapore Nanyang Technological University Singapore Full timeOverview Temporary Senior Executive, Library role at Nanyang Technological University Singapore The LKCMedicine Sim Hoay Cheok – Sim Foundation Library provides seamless access to information, knowledge and library services to support the learning, teaching and research needs of the NTU community. The LKCMedicine Sim Hoay Cheok – Sim Foundation Library...
-
Singapore VF Corporation Full timeSenior Director, Materials Development, Materials Library & Innovation Join to apply for the Senior Director, Materials Development, Materials Library & Innovation role at VF Corporation Senior Director, Materials Development, Materials Library & Innovation 1 day ago Be among the first 25 applicants Join to apply for the Senior Director, Materials...
-
Senior Executive/Assistant Manager
2 weeks ago
Singapore Temasek Polytechnic Full timeOverview Join to apply for the Senior Executive/Assistant Manager (Library/Reference)role at Temasek Polytechnic 5 days ago Be among the first 25 applicants What The Role Is Join a dynamic, technology-driven academic library that fosters learning, discovery, and innovation. We are seeking a passionate individual to collaborate with academic teams and...
-
Senior Executive/Assistant Manager
6 hours ago
Singapore Temasek Polytechnic Full timeOverview Join to apply for the Senior Executive/Assistant Manager (Library/Reference)role at Temasek Polytechnic 5 days ago Be among the first 25 applicants What The Role Is Join a dynamic, technology-driven academic library that fosters learning, discovery, and innovation. We are seeking a passionate individual to collaborate with academic teams and...
-
Singapore NLB National Library Board Full time[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...
