Assistant Manager, One Stop

Nanyang Technological University, Singapore (NTU Singapore); Singapore; On-site; SGD 70,000 - 95,000; Full time

Job summary

NTU invites a motivated Assistant Manager to lead the Student Pass Operations team, delivering compliant administration for international students and driving service improvements. You will mentor staff, optimize processes, and collaborate with university stakeholders to enhance the student journey.

In this role you will oversee application management, LTVP and renewals, analyse trends, and champion automation initiatives while maintaining service excellence and strong stakeholder relations

Qualifications

• Degree holder in any discipline; Diploma holders with substantial relevant experience are welcome to apply.
• Minimum 3 years of supervisory or team leadership experience in customer service, student administration, education operations, immigration/student pass administration or related fields.

Responsibilities

• Oversee a team responsible for international student pass-related processes, including Offsite Enrolment Exercises, application management, LTVP applications, and renewments.
• Ensure timely, accurate and compliant processing of student pass applications and requests; manage escalated cases with positive outcomes.
• Identify opportunities to streamline operations through automation, system enhancements, and workflow redesign; partner with business users and system teams to implement improvements.
• Coach, mentor and develop team members to build capability and deliver excellent service standards; identify training needs.
• Collaborate with internal stakeholders, external agencies and partner departments to align policies, processes and service delivery.
• Analyse operational data, enquiry trends and service metrics to identify opportunities for improvement and provide insights.

Skills

People leadership

Stakeholder management

Customer service

Analytical thinking

Policy interpretation

Multitasking

Data-driven

MS Office

Education

Degree in any discipline

Diploma with substantial relevant experience

Tools

Microsoft Office Suite

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 renewments 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