The Office of Information, Knowledge and Library Services (OIKLS) provides seamless access to information and services to support the learning, teaching and research needs of the NTU community. OIKLS seeks a service-oriented, innovative and enthusiastic Assistant Manager to support the team in conceptualizing and executing process improvements projects, manage change communication, and develop and uphold and service excellence standards. The successful applicant will work with different stakeholders across the University in innovation-driven projects with a focus on service excellence. Responsibilities Oversee service quality standard at Service Desks, main phone line and online Central Enquiry Management system. Manage the implementation of newly introduced library operations improvement initiatives at the seven libraries. Develop and execute change communication plans for new services. Manage the development of publicity materials and events to implement service excellence initiatives to stakeholders. Perform data analytics and provide reports on user feedback on the impact of services at the libraries and recommendations on enhancements for an improved user experience. Review and assess user feedback, identify areas of concern and track impact of service improvement initiatives. Manage and train a team of executive staff and student assistants on new processes for service excellence initiatives. Requirements A recognized degree in any discipline. At least 3 years of experience in library related work. Experience in operations, customer service or communications role in academic libraries or large libraries. Experience in executing innovation-driven or process improvements projects. Experience in developing communication plans or stakeholder management in education industry. Service-oriented mindset with focus on customer service. Strong communication skills in customer interactions, presentation to stakeholders and training delivery. Organized and detail-oriented with ability to analyze processes and identify areas for improvements. Experience in Project Management experience will be an advantage. Able to work independently and collaboratively in a team. Able to adapt and thrive in rapidly changing, complex and ambiguous environments. Hiring Institution: NTU A research-intensive public university, Nanyang Technological University, Singapore (NTU Singapore) has 33,000 undergraduate and postgraduate students in the Engineering, Business, Science, Humanities, Arts, Social Sciences, and Graduate colleges. It also has a medical school, the Lee Kong Chian School of Medicine, established jointly with Imperial College London. NTU is also home to world-class autonomous institutes – the National Institute of Education, S Rajaratnam School of International Studies, Earth Observatory of Singapore, and Singapore Centre for Environmental Life Sciences Engineering – and various leading research centres such as the Nanyang Environment Water Research Institute (NEWRI) and Energy Research Institute @ NTU (ERI@N). Ranked amongst the world’s top universities by QS, NTU has also been named the world’s top young university for the past seven years. The University’s main campus is frequently listed among the Top 15 most beautiful university campuses in the world and has 57 Green Mark-certified (equivalent to LEED-certified) buildings, of which 95% are certified Green Mark Platinum. Apart from its main campus, NTU also has a campus in Novena, Singapore’s healthcare district. Under the NTU Smart Campus vision, the University harnesses the power of digital technology and tech-enabled solutions to support better learning and living experiences, the discovery of new knowledge, and the sustainability of resources. For more information, visit www.ntu.edu.sg About NIE About RSIS About LKCMedicine About NTUItive