Senior Assistant Manager - Deputy Cluster Lead, Hall Office Lead

The Office of Campus Housing (OCH) serves to make NTU, the university with the best-in-class campus for learning, working, and living. OCH has a mission to provide optimal on-campus living environment for students and faculty to excel in learning, research, teaching and other NTU related work. It is responsible for student and faculty housing on campus, the sports and recreational facilities, and its related services.

We are looking for individuals who have 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, serving as a Deputy Cluster Lead of the student hostel, offers the successful candidate a chance to enhance, contribute, and expand their skills comprehensively in areas such as customer relationship management and other leadership roles within the Department.

If you have a degree with more than 5 years of managerial working experience in residential management/services, customer service/relationship management, hospitality management, central administration function, you may be the one whom we are looking for.  Having an experience in student hostels, staff housing or hospitality services would be advantageous for this role. 

The incumbent is required to:

• Plan, manage, and oversee the hostel application processing and the assignment of rooms, including the management of waitlist and students’ appeal for on-campus accommodation.

• Ensure the high quality of rooms 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 other departments 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.

• Plan, curate communications and inform student residents in advance on scheduled maintenance, adhoc repairs and other matters that may cause inconvenience to residents.

• Plan, organize, and conduct routine walkthroughs of OCH managed premises to evaluate safety and security measures. This includes follow-up actions for enhancement and refinements of measures.

• Lead and take charge of 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.

• Ensure the 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.

• Oversee regular stock-taking exercises and the disposal of managed inventory and assets within the cluster.

• Define requirements for procuring necessary goods and services, including prepartion of quotations and tenders, their evaluation, and making recommendations for award of business.

• Plan, deploy, supervise and manage staff within the Hall Office to deliver optimal outcomes. This includes ensuring that newly joined staff are properly integrated into the team and familiarised with hostel policies, procedures and their work responsibilities.

We regret to inform that only shortlisted candidates will be notified.

Hiring Institution: NTU