Senior Assistant Manager / Deputy Cluster Lead (Hall Office Lead)

About the role

The Office of Campus Housing (OCH) at NTU provides on-campus living for students and faculty, manages student and faculty housing, sports and recreational facilities and related services. As Deputy Cluster Lead of the student hostel, the successful candidate will also act as Hall Office Lead and help develop skills in customer relationship management and other leadership areas within the department.

Key responsibilities

• Plan, manage and oversee hostel application processing and room assignments, including the waitlist and appeals for on-campus accommodation.
• Ensure high-quality rooms at check-in through thorough inspections.
• Ensure accurate billing of hall fees and other charges, timely collection and follow-up, and accurate, timely refunds where applicable.
• Collaborate with departments and external vendors on the status of maintenance and repairs, and proactively engage residents to resolve requests, feedback and complaints within SLA requirements.
• Communicate in advance about scheduled maintenance, ad hoc repairs and other matters affecting residents.
• Organise routine walkthroughs of OCH premises to assess safety and security, and follow up on improvements.
• Lead investigations, compile incident reports, propose sanctions for rule violations and escalate persistent breaches.
• Maintain up-to-date records of residents, occupancy and availability, and manage facility reservations and event arrangements.
• Oversee stock-taking, disposal of inventory and assets, procurement quotations and tenders, and supervise staff in the Hall Office, including onboarding new members.

Required profile

• Degree with more than 5 years of managerial experience in residential management/services, customer service or relationship management, hospitality management, or central administration functions.
• Experience in student hostels, staff housing or hospitality services is advantageous.
• Only shortlisted candidates will be notified.