Deputy Hostel Cluster Lead - Student Housing & Services

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

Job summary

NTU Singapore’s Office of Campus Housing (OCH) invites applications for a Deputy Cluster Lead role to oversee student hostel operations on campus. You will manage room assignments, conduct inspections, monitor billing, and coordinate maintenance with departments and vendors.

You will engage residents, address requests and complaints promptly, plan communications, ensure safety compliance, and lead investigations and sanctions as needed, while supervising Hall Office staff.

Qualifications

• Degree with more than 5 years of managerial working experience in residential management/services, customer service/relationship management, hospitality management, or central administration function.

Responsibilities

• Plan, manage, and oversee the hostel application processing and the assignment of rooms, including management of waitlists and students’ appeals for on-campus accommodation.
• Ensure high quality of rooms for students’ check-in through comprehensive inspections.
• Ensure accurate billing of hall fees and other payable items as well as timely collection and follow-up, including refunds where applicable.
• Collaborate with other departments and external vendors/contractors to get updates on maintenance/repairs to student hostels.
• Proactively engage student residents in understanding and addressing residents’ needs, and contributing to problem-solving and resolution of concerns. This includes addressing and resolving student residents’ requests, feedback, and complaints promptly to meet SLA requirements.
• Plan, curate communications and inform student residents in advance on scheduled maintenance, adhoc repairs and other matters that may cause inconvenience to residents.
• Plan, organize, and conduct routine walkthroughs of OCH managed premises to evaluate safety and security measures, with follow-up actions for enhancements.
• Lead investigations and compile supporting documentation for incident reports, propose sanctions for rule violations, escalate breaches, and implement approved sanctions.
• Maintain up-to-date records including resident details, occupancy status, and availability for billing and reporting.
• Ensure facilities reservations are made through booking channels and manage pre/post-event arrangements.
• Oversee regular stock-taking and disposal of inventory and assets; define procurement requirements and prepare quotations and tenders for award of business.
• Plan, deploy, supervise and manage staff within the Hall Office to deliver optimal outcomes and onboard new staff to hostel policies.

Job description

NTU Singapore’s Office of Campus Housing (OCH) invites applications for a Deputy Cluster Lead role to oversee student hostel operations on campus. You will manage room assignments, conduct inspections, monitor billing, and coordinate maintenance with departments and vendors.

You will engage residents, address requests and complaints promptly, plan communications, ensure safety compliance, and lead investigations and sanctions as needed, while supervising Hall Office staff.