Senior Assistant Manager, Office of SITizen Experience (SITizen Services)

The Senior Assistant Manager for SITizen Services in the Office of SITizen Experience (OSE) will support the coordination, monitoring, review and development of strategies for continuous improvement of student and alumni services for a positive service experience for all SITizens (SIT students and alumni).

The role will work with Senior Manager, OSE and other stakeholders across the university including student representatives to transit from the current de-centralised approach for service delivery of student/alumni services to providing a seamless service experience for SITizens. This would involve having a complete understanding of the student experience through various feedback channels and analysis of student/alumni service data, establishing service experience quality standards, utilising data with the use of statistical software, to monitor and evaluate the activity and impact of the service, making strategic recommendations for change.

The role will also oversee the day-to-day processes of the SITizen Services Desk and will be instrumental for smooth service delivery and/or timely issue resolution in keeping with delivering a positive service experience for SITizens.

Key Responsibilities

• Service Delivery and Operations:
  • Oversee the day-to-day operations of the student services function, including but not limited to coordinating enquiries and simple resolution of admissions, enrollment, academic advising, counseling, and student activity matters.
  • Ensure efficient and effective service delivery through the implementation of best practices, process improvements, and utilisation of technology solutions.
  • Collaborate with cross-functional teams to identify areas for improvement and implement solutions that align with student needs and expectations.
• User Experience Enhancement:
  • Incorporate user experience (UX) principles into service design and delivery, ensuring that student interactions with support services are intuitive, seamless, and positive.
  • Gather feedback to identify pain points and opportunities for enhancing the user experience across various touchpoints.
• Data Analysis and Reporting:
  • Utilize data analytics to track key performance indicators related to student services, identify trends, and generate insights to inform decision-making.
  • Prepare comprehensive reports and presentations for senior management, highlighting achievements, challenges, and recommendations for improvement.
• Policy Development and Compliance:
  • Ensure compliance with relevant policies, regulations, and accreditation standards governing student services operations.
  • Stay abreast of industry trends and best practices, proactively recommending updates to policies and procedures as needed.
• Other duties, as may be required from time to time.

Job Requirements

• Minimum Bachelor’s degree, in Business Administration, Business Management or equivalent in other relevant disciplines.
• Minimum 3 years of experience in customer service or user experience design.
• Resourceful and proactive team player with excellent planning and analytical skills, who is able to work well independently as well as part of a team.
• Demonstrates stakeholder management sensibilities in daily work.
• Demonstrates ability to take and follow up with Notes of Meetings.
• Experience with Process Improvement and Change Management will be added advantage.
• Experience working within a university, customer service or using statistical software, CRM a plus.

Submission

• Please include a dossier together with your application which showcases your skills in writing ability. This dossier may consist of articles, essays, written/powerpoint reports or any other relevant documents that highlight your skills in written communication.