Senior Library Executive, Service Innovation
3 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.-
- 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.
Hiring Institution: NTU
-
SENIOR LIBRARY OFFICER
1 week ago
Singapore LIBRARY & ARCHIVES SOLUTIONS PTE. LTD. Full timeLibrary & Archives Solutions Pte Ltd (LAAS) incorporated in 2000, is a wholly-owned company of the National Library Board (NLB) of Singapore. It is created to be the sole distributor of products and services of NLB. The Company plans to reach out to the library industry to exert leadership in library innovations, as well as provide assistance to libraries...
-
Temporary Senior Executive, Library
1 week 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 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...
-
Publishing Intern, National Library
2 weeks ago
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...
-
Singapore National Library Board Full timeWhat 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...
-
Singapore National Library Board Full timeWhat 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...
-
Library Executive
3 days ago
Singapore TANGLIN CLUB Full timeWe are seeking an Library Executive: - To assist in the daily operations of all activities in the Adult and Junior Libraries. - Guide and assist members in locating information using library resources. - Up-keep maintenance of library facilities and resources. - Performs such other functions that may be assigned from time to time. Contribute to any library...
-
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...
-
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...
-
Library Officer, Public Libraries
3 days ago
Singapore Government of Singapore Full timeNational Library Board - Fixed Terms Closing on 18 Sep 2025 **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,...
