Senior Library Executive, Service Innovation & Excellence

The Student and Academic Services Department (SASD) is a dedicated team committed to delivering comprehensive support across the entire student life cycle – from admission and matriculation to graduation and beyond the classroom. SASD works collaboratively with schools, colleges, and autonomous institutes to ensure a seamless and enriching academic journey for all students. 

As part of the Office of Information, Knowledge and Library Services (OIKLS) within SASD, this position will contribute to the Library’s purpose of ensuring that NTU community has seamless access to information and services to support the learning, teaching and research needs.

The successful applicant will support the Service Innovation and Excellence unit within the Library in driving service quality initiatives.

Responsibilities:

• Manage the standard operating procedures (SOPs) for feedback management and service recovery.
• Apply the guidelines on service delivery at the libraries.
• Provide effective and timely follow-up on enquiries received.
• Create training materials/courseware for library colleagues.
• Train and guide Library Executives in managing difficult customers/situations.
• Identify and investigate potential issues at service touch points and intervene to perform service recovery with stakeholder(s), if applicable, to propose solution(s) to address the issues.
• Assist with investigations and mitigate the situation by providing favourable solution(s).
• Compile and perform analysis of the compliments and complaints to provide learning opportunities for library colleagues.
• Implement, support and monitor the service quality activities, e.g. service awareness campaigns, forums, and awards.
• Supervise and assist in collection, maintenance and library facilities.
• Train, manage, and participate in the assessment of a pool of student assistants.
• Provide a range of service desk and AOH (after office hours) services to users in the libraries during the opening hours.
• Deliver After Office Hours (AOH) services during designated weekday evening and weekend opening hours.

Qualifications And Competencies:

• Degree in any discipline and/or diploma with at least 3-5 years of relevant work experience.
• Preferably 3-5 years of work experience in customer service-related industry.
• Proficient in MS Office Word, Excel and Powerpoint.
• 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 analyse processes and identify areas for improvements.
• Able to work independently and collaboratively in a team.
• Able to adapt and thrive in rapidly changing, complex and ambiguous environment.
• Familiarity with library management systems and some knowledge in data analysis will be added advantage.
• Experience in Project Management will be added advantage.

We regret that only shortlisted candidates will be notified.

Hiring Institution: NTU