The Office of Campus Housing (OCH) serves to make NTU the hub and destination to deliver best-in-class campus for learning, working, and living. OCH is a critical department responsible for student and faculty housing on campus, the sports and recreational facilities, and its related services.

The candidate selected can excel across one or many of the following functions:

Resident Relations / Stakeholder Relationship Management:

• Engage the residents / users / stakeholders to better understand emerging needs and actively contribute towards the solutioning process.
• Collaborate with colleagues within and outside of the Department to timely respond to and resolve the user's request / feedback / complaints received via prevailing input avenues e.g. through online service platforms, over-the-counter enquiries, emails, phone calls, etc.
• Maintain timely and accurate records, e.g. resident particulars, occupancy, availability, etc. for management reporting, enabling invoicing, etc.
• Process housing application, assign appropriate room / housing unit with housing management system.
• Conduct housing unit site viewing (where applicable)
• Manage facilities reservations via prevailing booking avenues, including ensuring pre and post-event provisions are in order.
• Execute periodic stock-take and disposal of managed inventory and assets.
• Lead investigative findings / supporting documents for incident reports (e.g. CCTV footage and access logs for security-related incidents; site photos for insurance reporting, etc.).
• Ensure a safe, secure and conducive environment across managed spaces:
  
  • Attend / schedule regular walkaround of OCH managed premises.
  • Provide advisory to user during sighting of breach of rules and regulations.
  • Escalate recalcitrant cases for enforcement action.
  • Carry out approved sanctions or enforcement actions.
• Develop the specifications / requirements for the procurement of goods and services required for the function, including evaluation of quotations / tenders and recommending award of business.
• Contribute to the content and to send approved advisory to residents e.g. informing of routine or scheduled maintenance, unplanned disruption, etc.
• Other ad-hoc duties as assigned by the People Manager.

Housing Operation Support & Contracts Management:

• Ensure readiness of OCH premises by checking, inspecting, monitoring, and following through the set up / reinstatement process with internal stakeholders to ensure satisfactory completion including furnishing, provision, keys etc.
• Collaborate with colleagues within and outside of the Department to timely respond to and resolve the user's request / feedback / complaints received via all input avenues e.g. through online service platforms, over-the-counter enquiries, emails, phone calls, etc.
• Inspect areas / premises and interacting with customers to identify areas for improvement.
• Prepare advisories for residents on scheduled maintenance and unscheduled works.
• Develop the specifications / requirements for the procurement of goods and services required for the function, including evaluation of quotations / tenders and recommending award of business.
• Raise work request / purchase orders for maintenance and improvement works within approved budgets, and certify works are completed in a satisfactory manner.
• Prepare budgets for routine and cyclical maintenance.
• Execute periodic stock-take and disposal of managed inventory and assets.
• Monitor service delivery and adherence to contractual obligations of vendors by:
  
  • Evaluating the service standards;
  • Providing timely feedback to contract owners;
  • Presenting service lapses and recommending resolution e.g. penalties to people managers;
  • Site supervision to ensure compliance to safe work procedures by vendors.
• Ensure a safe, secure and conducive environment across managed spaces:
  
  • Attend / schedule regular walkaround of OCH managed premises.
  • Provide advisory to user during sighting of breach of rules and regulations.
  • Escalate recalcitrant cases for enforcement action.
• Maintain accurate and timely records (e.g. maintenance issues, fault reporting) and submission of reports, trend analysis, etc.
• System administration for air con payment systems.
• Other ad-hoc duties as assigned by the People Manager.

Technology, Quality & Corporate Service (Finance / Billing):

• Assist in financial processes to ensure that all financial management requirements are completed in a timely and accurate manner.
• Ensure prompt and accurate management of purchase orders, including payment to vendors.
• Ensure invoices are billed and collections reconciled timely.
• Respond to residents / users on queries on invoices and payments.
• Coordinate the preparation of quotations / tenders.
• Other ad-hoc duties as assigned by the People Manager.

Requirements:

• Entry lvl Diploma Graduates with relevant skillsets or GCE "O" level and above, with at least 5 years of relevant working experience, preferably in a customer service / relationship management or property / facilities management or finance / billing role or with a keen eye for numbers / details.
• Proficient in the use of Microsoft Office (Outlook, Word, Excel, PowerPoint). Knowledge of Microsoft Access will be highly advantageous.
• Familiarity with the education industry will be advantageous.
• Experience in using customer relationship management system or hostel / resident management system will be advantageous.
• Relationship-building and management skills - the ability to engage and build relationships with stakeholders, while having the discretion in handling confidential and sensitive information.
• Communication skills - ability to interact (active listening, writing clearly and concisely) with parties from various expertise, levels and culture, understanding their interests and goals while exhibiting sensitivity and respect for diversity.
• Strong reporting competencies - organized and meticulous in details for all reporting required, with an appreciation for information sensitivity and security. Ability to present information in a coherent manner.
• Strong IT skills - proficient in Microsoft Office, ability to learn and adapt to customized IT systems.
• Keen eye for details - ability to observe details and relate observations to potential issues and problems.
• Strong organizational and adaptation skills - ability to manage multiple and / or tight timelines, adaptable to react to changes in work.

Hiring Institution: NTU