Executive / Senior Executive, One-stop

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