Manager, Digital Optimisation

About the role

The Manager, Digital Optimisation plays a strategic role in driving digital transformation, process innovation, data-driven decision-making and AI adoption within the Office of Campus Housing (OCH). The role leads the optimisation and continuous improvement of the Housing Management System (HMS) and related digital platforms, and drives initiatives in automation, analytics, Generative AI and Agentic AI to improve operational efficiency and service delivery.

Key responsibilities

• Lead stakeholder engagement and change management before rollouts of new features and functionalities.
• Provide strategic oversight of the HMS so it supports end-to-end housing operations.
• Oversee governance and accuracy of housing-related digital content on NTU's website and student intranet.
• Support data analysis and statistical reports on applications, occupancy rates, check-in/out, withdrawals and other metrics.
• Provide a user support structure, develop and update the HMS user guide.
• Manage vendor relationships and service delivery, resolving system issues and implementing enhancements.
• Work independently on ad-hoc projects and lead data analysis to inform decisions.
• Champion Business Process Re-engineering (BPR) and evaluate emerging technologies such as Generative AI, Agentic AI, Machine Learning, RPA and digital productivity tools.

Required profile

• Degree or diploma in Information Systems, Computer Science, Data Science, Artificial Intelligence, Engineering or a related discipline.
• Minimum 8 to 10 years of relevant experience in Operations, Finance, Human Resources and IT, with at least 2 years in a managerial role.
• Experience applying AI and automation to improve business processes and service delivery.
• Prior hostel management and/or IT support experience is an added advantage.

Required skills

• Knowledge of Generative AI (prompt engineering, RAG, AI copilots, knowledge management).
• Understanding of Agentic AI concepts and multi-agent systems.
• Strong Excel, Excel Power Query, Pivot and SQL, and hands-on Robotic Process Automation software.
• Data analysis and stakeholder management skills.