Assistant Manager, One Stop

Nanyang Technological University Singapore; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

Nanyang Technological University Singapore (NTU) is seeking an Assistant Manager to lead the Student Pass Operations team, overseeing international student pass processes and ensuring accurate, compliant handling. You will drive process improvements, explore automation, and collaborate with multiple university stakeholders to enhance efficiency and the student experience.

The role also focuses on developing a high-performing team, coaching staff, and delivering service excellence in a fast-paced

Qualifications

• Degree holder; Diploma with substantial relevant experience also welcome.
• At least 3 years of supervisory or team leadership experience in customer service or student administration.
• Experience with process improvement, automation, or system implementation is advantageous.

Responsibilities

• Oversee a team responsible for international student pass administration and related processes.
• Drive process improvements and digital transformation initiatives.
• Coach and develop team members to deliver high service standards.
• Collaborate with internal stakeholders across the University on policy and process alignment.
• Analyse data and service metrics to inform improvements and decisions.

Skills

Leadership

Team coaching

Customer service

Process improvement

Stakeholder management

Data analysis

Education

Bachelor's degree

Diploma with relevant 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