Executive / Senior Executive, One-stop

Nanyang Technological University; Singapore; On-site; SGD 42,000 - 66,000; Full time

Job summary

NTU Shared Services, One-Stop in Singapore, invites applications for an Executive / Senior Executive responsible for diverse student-centred processes including concessions, mailroom, international student pass, student insurance, degree certificates, transcripts, letters of certification and responding to student queries via One Stop hotlines, counter and email.

The role involves handling enquiries, collaborating with departments, drafting SOPs, driving process improvements, and exploring

Qualifications

• Minimum Diploma in any discipline.
• Proficiency in Microsoft Office.
• Customer Focus: Demonstrated passion for delivering exceptional customer experiences.
• Problem-Solving Aptitude with analytical skills and quick decision-making.
• Interpersonal Skills for collaboration and teamwork.
• Adaptability to changing priorities and multiple tasks.
• Time Management with ability to meet deadlines.
• Professionalism and discretion in handling information.
• Preferably with prior customer service experience.

Responsibilities

• Handle diverse student enquiries via One Stop hotlines, email and counter.
• Collaborate with departments to resolve complex student issues.
• Handle international student pass and adhere to regulations.
• Support student insurance, degree certificates, transcripts and letters of certification.
• Cover NTU mailroom services and oversee mail distribution.
• Draft SOPs for student services processes and ensure compliance.
• Review and update knowledge articles to reflect process changes.
• Participate in ad hoc projects to improve student services.
• Assist in improvement projects with IT and stakeholders; drive integrations.
• Identify opportunities for optimization using data and stakeholder feedback.
• Leverage robotic process automation to automate processes when possible.

Skills

Customer focus

Problem solving

Interpersonal skills

Adaptability

Time management

Professionalism

Customer service experience

Education

Diploma in any discipline

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.

This 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 A research-intensive public university, Nanyang Technological University, Singapore (NTU Singapore) has 33,000 undergraduate and postgraduate students in the Engineering, Business, Science, Humanities, Arts, & Social Sciences, and Graduate colleges. It also has a medical school, the Lee Kong Chian School of Medicine, established jointly with Imperial College London. NTU is also home to world-class autonomous institutes – the National Institute of Education, S Rajaratnam School of International Studies, Earth Observatory of Singapore, and Singapore Centre for Environmental Life Sciences Engineering – and various leading research centres such as the Nanyang Environment & Water Research Institute (NEWRI) and Energy Research Institute @ NTU (ERI@N). Ranked amongst the world’s top universities by QS, NTU has also been named the world’s top young university for the past seven years. The University’s main campus is frequently listed among the Top 15 most beautiful university campuses in the world and has 57 Green Mark-certified (equivalent to LEED-certified) buildings, of which 95% are certified Green Mark Platinum. Apart from its main campus, NTU also has a campus in Novena, Singapore’s healthcare district. Under the NTU Smart Campus vision, the University harnesses the power of digital technology and tech-enabled solutions to support better learning and living experiences, the discovery of new knowledge, and the sustainability of resources.

For more information, visit www.ntu.edu.sg About NIE About RSIS About LKCMedicine About NTUItive