Executive / Senior Executive, One-stop

Nanyang Technological University Singapore; Singapore; On-site; SGD 31,000 - 49,000; Full time

Job summary

NTU Shared Services is seeking an Executive / Senior Executive to manage a range of student services on campus. You will handle concessions, mailroom duties, student passes, insurance, certificates and transcripts, and respond to queries via One Stop channels.

You will also draft SOPs, review knowledge articles, and collaborate with multiple departments on process improvements and ad hoc projects to enhance the student experience.

Qualifications

• Minimum Diploma in any discipline.
• Proficiency in Microsoft Office.
• Customer-focused with empathy and strong service orientation.
• Strong analytical and problem-solving abilities.
• Excellent interpersonal and teamwork skills.
• Adaptable, able to manage multiple tasks and deadlines.
• Experience in customer service preferred.

Responsibilities

• Handle diverse student enquiries via One Stop hotlines, emails and counter.
• Collaborate with departments to resolve complex student queries and issues effectively.
• Handle international student pass in accordance with regulations.
• Support processes for student insurance, certificates, transcripts, and certification letters.
• Cover NTU mailroom duties when required.
• Draft SOPs for student services processes, ensuring clarity and compliance.
• Review and update knowledge articles in line with process changes.
• Participate in ad hoc projects to improve student services with cross-functional teams.
• Assist in improvement projects with IT and stakeholders, sharing painpoints and requirements.
• Propose process improvements using data analysis and stakeholder feedback, aiming for efficiency gains.
• Interest or experience in Robotic Process Automation.

Skills

Customer Focus

Problem Solving

Interpersonal Skills

Adaptability

Time Management

Professionalism

Customer Service

Education

Diploma

Tools

Microsoft Office

Job description

Join our dynamic team as an Executive / Senior Executive at NTU Shared Services, One-Stop. You will be responsible for various student-centric processes including student concession cards, NTU mailroom services, international student pass, student insurance, degree certificate & transcript, letter of certification and addressing diverse student queries received via our One Stop hotlines, counter and emails. If you thrive in a fast-paced environment and are passionate about providing exceptional service to students, we want you on our team!

The Key Responsibilities Are

• Handle diverse student enquiries received through One Stop hotlines, emails and counter, providing accurate and prompt assistance.
• Collaborate with relevant departments to address complex student-related queries and issues effectively.
• Handle international student pass, adhering to relevant regulations and guidelines.
• Support other portfolio including student insurance, degree certificate & transcript and letter of certification processes, student concession card, tuition grant and PSEA claim.
• Cover for NTU mailroom services, overseeing mail distribution and related logistical operations, when required.
• Draft standard operating procedures (SOPs) for various student services processes, ensuring clarity, consistency, and compliance with institutional policies and regulations.
• Review and propose updates to knowledge articles, aligned with changes in processes.
• Participate in ad hoc projects and initiatives aimed at improving student services, contributing expertise and insights to cross-functional teams as needed.

Candidate with following experiences may be considered for Senior Executive role

• Support the team in managing improvement projects within the department's scope, collaborating with IT and other relevant stakeholders/departments to share painpoints, identify requirements, implement changes, and ensure smooth integration with existing systems.
• Propose improvements in areas of work related to One-Stop scope, leveraging data analysis and stakeholder feedback to identify opportunities for optimization and efficiency gains.
• Experience or keen in automating processes using robotic process automation.

The final offer will be commensurate with the candidate’s qualifications and relevant experience. This position involves significant engagement with students, staff, and members of the public, and requires the incumbent to be based on campus.

Requirements

• Minimum Diploma in any discipline.
• Proficiency in Microsoft Office.
• Customer Focus: Demonstrated passion for delivering exceptional customer experiences, possessing empathy and a customer-centric mindset.
• Problem-Solving Aptitude: Strong analytical skills coupled with proactive problem-solving abilities and the capacity for quick decision-making.
• Interpersonal Skills: Excellent interpersonal abilities for fostering positive relationships, effective collaboration, and a dedication to teamwork.
• Adaptability: Flexibility to adapt to changing priorities, thrive in a dynamic environment, and manage multiple tasks simultaneously.
• Time Management: Efficient time management skills, adept at prioritization, and consistently meeting deadlines.
• Professionalism: Demonstrated professionalism, maintaining confidentiality, and adhering to company policies and procedures.
• Preferably with prior customer service experience and a genuine passion for assisting others.

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

Hiring Institution: NTU