Senior Executive, Resident Relations

Job description

The Office of Campus Housing (OCH) serves to make NTU the hub and destination to deliver best-in-class campus for learning, working, and living. OCH is a critical department responsible for student and faculty housing on campus, the sports and recreational facilities, and its related services. We are looking for an individual who has a strong passion for delivering exceptional service to residents of the University’s student and faculty housing, and athletes and users of sports & recreation facilities on campus. The role provides the successful candidate with the opportunity to develop and contribute holistically across areas of excellence in customer relationship management, facilities & contracts management and/or quality and corporate functions (e.g. finance / billing, quality management, etc.) within the Department. If you are a diploma holder with at least 3 years of relevant working experience in residential management / services, customer service / resident relations management, or housing operation support and contract management, quality, and corporate service (finance / billing), you may be the one whom we are looking for. Having experience in student hostels, staff housing or hospitality services would be a plus for this role! The incumbent is required to: Hostel application processing and the assignment of rooms / housing units, including the management of waitlist and students’ appeal for on-campus accommodation. Ensure the high quality of rooms / housing units for students’ check-in through comprehensive inspections. Ensure accurate billing of hall fees and other payable items as well as timely collection and follow-up where necessary. This includes accurate and timely refunds to students where applicable. Collaborate with colleagues and external vendors / contractors to get update on the status of maintenance / repairs to student hostels. Proactively engage student residents in understanding and addressing residents’ needs and contributing to problem-solving and resolution of concerns. This includes addressing and resolving student residents’ requests, feedback, and complaints promptly to meet SLA requirements. Communicate and inform student residents in advance on scheduled maintenance, adhoc repairs and other matters that may cause inconvenience to residents. Conduct routine walkthroughs of OCH managed premises to evaluate safety and security measures. This includes follow-up actions for enhancement and refinements of measures. Conduct investigations and compile supporting documentation for incident reports. This includes proposal of suitable sanctions for rule violations based on the severity and frequency of infractions, and prompt escalation of persistent and / or severe breaches for further enforcement measures, as well as implementation of approved sanctions. Maintenance of up-to-date and precise records, including resident details, occupancy status, and availability, to facilitate billing processes and management reporting. Ensure that facilities reservations are made through established booking channels, and all pre-event and post-event arrangements are properly managed. We regret to inform that only shortlisted candidates will be notified. Hiring Institution: NTU