Executive / Senior Executive, One-Stop Student Services

About the role

NTU Shared Services is hiring an Executive or Senior Executive for its One-Stop desk, which handles student-centric processes such as student concession cards, mailroom services, international student passes, student insurance, degree certificates and transcripts, letters of certification and student queries received by hotline, counter and email. The role is based on campus and involves significant engagement with students, staff and the public.

Key responsibilities

• Handle student enquiries received through One-Stop hotlines, emails and the counter, giving accurate and prompt assistance.
• Collaborate with relevant departments to resolve complex student queries and issues.
• Handle international student passes in line with regulations and guidelines.
• Support other portfolios including student insurance, degree certificates and transcripts, letters of certification, concession cards, tuition grants and PSEA claims.
• Cover for NTU mailroom services, overseeing mail distribution and related logistics when required.
• Draft SOPs for student service processes and review and propose updates to knowledge articles.
• Take part in ad hoc projects to improve student services.
• Senior Executive candidates may also support improvement projects, propose optimisations using data analysis and stakeholder feedback, and automate processes with robotic process automation.

Required profile

• Minimum diploma in any discipline.
• Customer focus, empathy and a customer-centric mindset.
• Analytical skills, proactive problem solving and quick decision making.
• Interpersonal skills, teamwork and adaptability to changing priorities.
• Time management and professionalism, including confidentiality and adherence to policies.
• Preference for prior customer service experience.

Required skills

• Proficiency in Microsoft Office.
• Robotic process automation (preferred).