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Job Description

Planning duties include, but are not limited to, the following:
• Provide support to establishing, review and monitoring the compliance to departmental policies, standard operating procedures, internal controls & service quality standards.
• Review and enhance existing policies, procedures and framework for customer experience, which includes but not limiting to:
• Rental Policies
• Housing Agreements
• Housing Rules
• Standard Operating Procedures
• Long term strategic planning for innovation and technology enhancements
• To transform business processes into digital workflows to achieve better operational efficiency.
• Provide leadership of Housing Services Experience operation to enhance overall housing service experience provided to our residents (both NUS faculty and students) which includes but not limited to responsibilities related to the daily operations and management of the Call Center and staff, customer service training to Call Center and front line OHS... staff, Operational Service Audits/ Reviews of OHS properties and provide daily service support.
• Customer experience gap analysis and training programmes
• Analyze and review of customer satisfaction surveys
• Monitor and if necessary, implement and coordinate the collection of data to facilitate the information needs and analysis necessary for operational excellence.
• Facilitation of group and portfolio strategic planning workshops, work-plan developments and performance management, for strategic alignment purposes
• Ensure effective communications to all levels to ensure clear management direction and alignment to approved strategies.
• Maintain good strategic documentation of approved plans and processes for smooth annual audit checks
• Review of staff development programs and manpower planning / deployment in relation to customer experience
• Develop and justify key projects for approval and hence, enabling OHS to move towards customer excellence framework on a continuous basis
• Manage and support the effective communications via the various communications channels like chat bot, FAQ, website, emails and circulars to all residents and staff.
• Any duties as required by Director


• Degree in Hospitality Management, Business and Management or equivalent
• Good data literacy skill with the ability to analyze, interpret data for operations and practical applications.
• Good teamwork, strong interpersonal and public relations skills to work effectively with various departments, senior management, and staff from different level.
• Passionate in working with a diverse population comprising staff, students, customers and stakeholders
• Proficient computer skills and in-depth knowledge of relevant software such as MS Office (Powerpoint, Word and Excel)
• Ability to present and write clear and concise reports/specifications.
• Adaptive, with good monitoring skills and able to perform under stressful environment.
• Meticulous and analytical in information gathering and resource support.

More Information

Location: Kent Ridge Campus

Organization: University Campus Infrastructure

Department : Campus Life

Employee Referral Eligible: Yes

Job requisition ID : 24769


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