Executive, Resident Relation

Nanyang Technological University Singapore; Singapore; On-site; SGD 42,000 - 62,000; Full time

Job summary

NTU's Office of Campus Housing seeks a dedicated professional to manage on-campus housing operations, billing, and resident relations for students and staff. The role emphasizes customer service, facilities coordination, and contract administration, with opportunity for growth across campus housing services.

Diploma holders with relevant experience are encouraged to apply, especially those with hostel or hospitality exposure.

Qualifications

• Diploma holder with at least 3 years of relevant working experience in residential management / services, customer service / resident relations management, or housing operation support and contract management.
• Experience in student hostels, staff housing or hospitality services would be a plus.

Responsibilities

• Hostel application processing and room/housing unit assignments, including waitlist management and appeals.
• Ensure high-quality rooms/housing units for student check-in through inspections.
• Ensure accurate billing of hall fees and other charges, with timely collection and refunds.
• Collaborate with vendors/contractors on maintenance for student hostels.
• Engage residents to address needs and resolve concerns to meet SLA.
• Inform residents about scheduled maintenance and repairs to minimize inconvenience.
• Conduct routine safety walkthroughs and follow-up on enhancements.
• Develop incident reports with supporting documentation and sanction recommendations.
• Maintain accurate records of resident details, occupancy, and billing for reporting.
• Manage facility reservations and pre/post-event arrangements.

Skills

Residential management

Customer service

Facilities coordination

Contract management

Education

Diploma

Job description

The Office of Campus Housing (OCH) serves to make NTU the hub and destination to deliver best-in-class campus for learning, working, and living. OCH is a critical department responsible for student and faculty housing on campus, the sports and recreational facilities, and its related services.

We are looking for individuals who have a strong passion for delivering exceptional service to residents of the University’s student and faculty housing, and athletes and users of sports & recreation facilities on campus.

The role provides the successful candidate with the opportunity to develop, contribute and grow oneself holistically across areas of excellence in customer relationship management, facilities & contracts management and/or quality and corporate functions (e.g. finance / billing, quality management, etc.) within the Department.

If you are a diploma holder with at least 3 years of relevant working experience in residential management / services, customer service / resident relations management, or housing operation support and contract management, quality, and corporate service (finance / billing), you may be the one whom we are looking for. Having an experience in student hostels, staff housing or hospitality services would be a plus for this role!

Responsibilities

• Hostel application processing and the assignment of rooms / housing units, including the management of waitlist and students’ appeal for on-campus accommodation.
• Ensure the high quality of rooms / housing units 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 where necessary. This includes accurate and timely refunds to students where applicable.
• Collaborate with colleagues and external vendors / contractors to get update on the status of 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.
• Communicate and inform student residents in advance on scheduled maintenance, adhoc repairs and other matters that may cause inconvenience to residents.
• Conduct routine walkthroughs of OCH managed premises to evaluate safety and security measures. This includes follow-up actions for enhancement and refinements of measures.
• Conduct investigations and compile supporting documentation for incident reports. This includes proposal of suitable sanctions for rule violations based on the severity and frequency of infractions, and prompt escalation of persistent and / or severe breaches for further enforcement measures, as well as implementation of approved sanctions.
• Maintenance of up-to-date and precise records, including resident details, occupancy status, and availability, to facilitate billing processes and management reporting.
• Ensure that facilities reservations are made through established booking channels, and all pre-event and post-event arrangements are properly managed.

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

Hiring Institution: NTU