National University of Singapore–Queenstown
7 minutes ago, from Jobstreet SG
Planning duties include, but are not limited to, the following:
1. Provide support to establishing, review and monitoring the compliance to departmental policies, standard operating procedures, internal controls & service quality standards.
2. Review and enhance existing policies, procedures and framework for customer experience, which includes but not limiting to:
a. Rental Policies
b. Housing Agreements
c. Housing Rules
d. Standard Operating Procedures
3. Long term strategic planning for innovation and technology enhancements
4. To transform business processes into digital workflows to achieve better operational efficiency.
5. Provide leadership of Housing Services Experience operation to enhance overall housing service experience provided to our residents (both NUS faculty and students) which includes but not limited to responsibilities related to the daily operations and management of the Call Center and staff, customer service training to Call Center and front line OHS staff, Operational Service Audits/ Reviews of OHS properties and provide daily service support.
6. Customer experience gap analysis and training programmes
7. Analyze and review of customer satisfaction surveys
8. Monitor and if necessary, implement and coordinate the collection of data to facilitate the information needs and analysis necessary for operational excellence.
9. Facilitation of group and portfolio strategic planning workshops, work-plan developments and performance management, for strategic alignment purposes
10. Ensure effective communications to all levels to ensure clear management direction and alignment to approved strategies.
11. Maintain good strategic documentation of approved plans and processes for smooth annual audit checks
12. Review of staff development programs and manpower planning / deployment in relation to customer experience
13. Develop and justify key projects for approval and hence, enabling OHS to move towards customer excellence framework on a continuous basis
14. Manage and support the effective communications via the various communications channels like chat bot, FAQ, website, emails and circulars to all residents and staff.
15. Any duties as required by Director
Qualifications
Requirements
More Information
Location: Kent Ridge Campus
Organization: University Campus Infrastructure
Department : Campus Life
Employee Referral Eligible: Yes
Job requisition ID : 24769
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