Assistant Manager, User Services and Spaces
2 weeks ago
The 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. The library is seeking a service-oriented, innovative and enthusiastic Assistant Manager to support the team in operations, analysing data and executing process improvements projects as well as to uphold and enhance service standards. The successful applicant will work with different stakeholders across the University in innovation-driven projects, utilize data analytics and automation to improve processes and train staff in the advancement of service standards. The incumbent should have experience in operational roles at academic or large libraries, possesses effective communication skills, data analysis skills and has a good record of initiatives in implementing service improvements. Experience in project management and knowledge in using the ALMA Library Management system will be an advantage.
**Responsibilities**:
- Assist with the execution of workflow and process improvement initiatives.- Assist with change management processes in library operations and services.- Administer the operations of the library’s service points, including all Service Desks, phone lines and the online Centralized Enquiry Management System.- Manage the training of frontline staff and Student Assistants.- Maintain the Library Management System module and work closely with other offices to ensure secured, timely and seamless integration of user data with the library system.- Perform user data analysis and provide reports on impact of library services and enhancements for users.- Identify, assess and maintain consistent approaches to collation and analysis of user feedback and complaints.
**Requirements**:
- A recognized diploma or degree in any discipline with minimum 3 years of experience- Project Management experience- Knowledge in ALMA Library Management System is an advantage- Proficiency in using Microsoft Excel for data analysis and visualization- Experience in operations or customer service role in academic libraries or large libraries is an advantage- Experience in executing innovation-driven or process improvements projects- Organized and detail-oriented with ability to analyze processes and identify areas for improvements- Strong communication skills in customer interactions, presentation to stakeholders and training delivery
Hiring Institution: NTU
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