Senior Executive, One-stop

7 days ago

Singapore Nanyang Technological University Full time

NTU Shared Services (NSS) is a centralized unit within Nanyang Technological University (NTU) that provides a wide range of administrative, operational, and support services to various departments and units within the university. Its primary goal is to streamline and optimize processes, enhance operational efficiency, and deliver high-quality services to support NTU's core mission of education and research.

The key responsibilities are:
- Handle diverse student enquiries received through One Stop hotlines and counter, providing accurate and prompt assistance.- Collaborate with relevant departments to address complex student-related queries and issues effectively.- Support student insurance processes.- Facilitate student concession card process.- Handle part-time employment endorsements for students, adhering to relevant regulations and guidelines.- Supervise NTU mailroom services, overseeing mail distribution and related logístical operations.- Draft standard operating procedures (SOPs) for various student services processes, ensuring clarity, consistency, and compliance with institutional policies and regulations.- Review and propose update on knowledge articles, align to change in processes.- Participate in ad hoc projects and initiatives aimed at improving student services, contributing expertise and insights to cross-functional teams as needed.- Lead improvement projects within the department's scope, collaborating with IT and other relevant stakeholders/departments to share painpoints, identify requirements, implement changes, and ensure smooth integration with existing systems.- Propose improvements in areas of work related to One-Stop scope, leveraging data analysis and stakeholder feedback to identify opportunities for optimization and efficiency gains.

The final offer will commensurate with qualification and experience. This position carries a significant amount of student/staff/public-fronting duties. The successful applicant will be required to be on-campus during their work hours, as required.

**Requirements**:
- Minimum Degree/Diploma in any discipline with prior customer service experience-
- Proficiency in Microsoft Office- Demonstrated passion for delivering exceptional customer experiences, possessing empathy and a customer-centric mindset.- Strong analytical skills coupled with proactive problem-solving abilities and the capacity for quick decision-making.- Excellent interpersonal abilities for fostering positive relationships, effective collaboration, and a dedication to teamwork.- Flexibility to adapt to changing priorities, thrive in a dynamic environment, and manage multiple tasks simultaneously.- Efficient time management skills, adept at prioritization, and consistently meeting deadlines.- Comfortable navigating digital platforms, including customer service software, CRM systems, and other operational tools.- Demonstrated professionalism, maintaining confidentiality, and adhering to company policies and procedures.

Hiring Institution: NTU

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