Assistant Manager, One Stop

ntu; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

NTU is seeking an Assistant Manager to lead a team responsible for international student pass administration and to provide exceptional service to international students.

You will drive process improvements, automate workflows, and collaborate with university stakeholders to enhance efficiency and improve the student journey. This role emphasizes leadership, operational excellence, and strategic process transformation at NTU.

Qualifications

• Bachelor’s degree or Diploma with substantial experience in a relevant field.
• Experience leading customer service, student administration, or education operations.
• Track record of process improvement, automation, or system implementation is a plus.

Responsibilities

• Lead the Student Pass Operations team, ensuring timely, accurate, and compliant processing of applications.
• Drive process improvements and digital transformation through automation and system enhancements.
• Develop and mentor a high-performing team, identifying training needs and fostering continuous improvement.
• Collaborate with internal stakeholders and partner departments to align policies and service delivery.
• Analyse operations data and trends to provide actionable insights for efficiency and student experience.

Skills

People leadership

Stakeholder management

Communication

Customer-focused

Analytical thinking

Policy interpretation

Data-driven mindset

MS Office

Education

Bachelor's degree

Diploma with substantial experience

Tools

Excel

PowerPoint

Word

Job description

Join NTU's One Stop team and play a key role in shaping the experience of international students throughout their journey at the University.

As an Assistant Manager, you will lead a team responsible for managing student pass administration and providing exceptional service to international students. Beyond day-to-day operations, you will drive service transformation initiatives, identify opportunities for process automation, and collaborate with stakeholders across the University to enhance efficiency and improve the student experience.

This is an excellent opportunity for candidates who enjoy leading teams, solving complex operational challenges, improving processes, and making a meaningful impact on the student journey.

Lead Student Pass Operations

Oversee a team responsible for the administration of international student pass-related processes, including:

• Offsite Enrolment Exercises
• Application management
• Long-Term Visit Pass (LTVP) applications
• Student Pass renewals and related matters

Ensure timely, accurate and compliant processing of student pass applications and requests.

Manage complex and escalated cases while ensuring positive student outcomes.

Lead Process Improvement & Digital Transformation

Identify opportunities to streamline operations through automation, system enhancements, and workflow redesign.

Partner with business users and system teams to implement process improvements and digital solutions.

Support the University's transformation initiatives by driving innovation and operational efficiency.

Develop and Lead a High-Performing Team

Coach, mentor and develop team members to build capability and deliver excellent service standards.

Identify training needs and support professional development.

Foster a collaborative, high-performing, and continuous improvement culture.

Collaborate Across the University

Work closely with internal stakeholders, external agencies, and partner departments to ensure alignment on policies, processes, and service delivery.

Coordinate and manage enhancement projects, new initiatives, and cross-functional improvement efforts.

Leverage Insights for Better Decision Making

Analyse operational data, enquiry trends and service metrics to identify opportunities for improvement.

Provide insights and recommendations that drive efficiencies and enhance the overall student experience.

Qualifications & Experience

Degree holder in any discipline. Diploma holders with substantial relevant experience are also welcome to apply.

At least 3 years of supervisory or team leadership experience in customer service, student administration, education operations, immigration/student pass administration or related fields.

Experience leading process improvement, digitalisation, automation, or system implementation initiatives will be highly advantageous.

Skills & Attributes

• Strong people leadership and coaching capabilities.
• Excellent stakeholder management and communication skills.
• Customer-focused with a passion for delivering service excellence.
• Strong analytical and problem-solving abilities.
• Ability to interpret policies and regulations and communicate them clearly to diverse stakeholders.
• Proactive, adaptable and comfortable managing multiple priorities in a fast-paced environment.
• Data-driven mindset with the ability to translate insights into improvements.
• Proficient in Microsoft Office applications such as Excel, PowerPoint and Word.

We regret to inform that only shortlisted candidates will be notified.

Hiring Institution: NTU