Senior Student Services 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

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.