Senior Executive, One-stop

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, part-time employment endorsements, NTU mailroom services, international student pass 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.
• Support student insurance processes.
• Facilitate student concession card process.
• Handle part-time employment endorsements for students, adhering to relevant regulations and guidelines.
• Supervise NTU mailroom services, overseeing mail distribution and related logistical operations.
• Draft standard operating procedures (SOPs) for various student services processes, ensuring clarity, consistency, and compliance with institutional policies and regulations.
• Review and propose update on knowledge articles, align to change 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.
• Lead 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 commensurate with qualification and experience. This position carries a significant amount of student/staff/public-fronting duties. The successful applicant will be required to be on-campus during their work hours, as required. 

Requirements:

• Minimum Degree/Diploma in any discipline with prior customer service experience
• Candidates with minimal experience will be considered
• Proficiency in Microsoft Office
• Demonstrated passion for delivering exceptional customer experiences, possessing empathy and a customer-centric mindset.
• Strong analytical skills coupled with proactive problem-solving abilities and the capacity for quick decision-making.
• Excellent interpersonal abilities for fostering positive relationships, effective collaboration, and a dedication to teamwork.
• Flexibility to adapt to changing priorities, thrive in a dynamic environment, and manage multiple tasks simultaneously.
• Efficient time management skills, adept at prioritization, and consistently meeting deadlines.
• Comfortable navigating digital platforms, including customer service software, CRM systems, and other operational tools.
• Demonstrated professionalism, maintaining confidentiality, and adhering to company policies and procedures.

Hiring Institution: NTU