Job Description

:

• Student Services Hub Transformation & Service Innovation

• Lead the transformation of the Student Services Hub into a future-ready, student-centric centre that delivers seamless and responsive support.
• Drive end-to-end review and enhancement of services, operations, and workflows to improve efficiency and user experience.
• Identify service gaps and collaborate with schools and departments to streamline student administrative and transactional touchpoints.
• Champion a data-informed service model, leveraging insights to shape policies, training, and resource planning that enhance service delivery.
• Strategic Contribution to ODOS & Cross-Functional Synergy

• Collaborate closely with ODOS leadership to align SSH efforts with broader student success and support strategies.
• Support the Head in synergising the work of Student Services Hub with other units, ensuring coherence in messaging, service delivery, and student experience.
• Provide assistance in cross-functional initiatives, communications, or campaigns as needed to advance ODOS objectives.
• Operations, Policies & Service Standards Management

• Oversee day-to-day operations and case support across all service channels - frontline, digital -ensuring consistent and high-quality delivery.
• Maintain high service standards by monitoring performance metrics, resolution timelines, and quality of student interactions.
• Develop, implement, and review service policies, SOPs, and operational guidelines to support efficient workflows and compliance with institutional and national requirements (e.g. Personal Data Protection Act).
• Ensure timely updates and documentation of service protocols in response to institutional changes and emerging needs.
• Cultivate a culture of operational excellence and continuous improvement through data-driven decision-making and staff capability building.
• Stay abreast of institutional changes and gain competencies required for integrating new services into SSH offerings.
• Stakeholder Engagement & Partnership Building

• Serve as SSH's key liaison with administrative offices (e.g. Office of Registrar, Office of Finance, Centre for Global Education and Opportunities) and schools to align student support functions.
• Develop and nurture collaborative relationships to address institutional service gaps, policy issues, and improve overall student experience.
• Represent SSH in committees and cross-departmental initiatives related to service delivery and student operations.
• Service Excellence & Student Experience Design

• Lead service training for student-facing staff and volunteers, reinforcing a culture of empathy, responsiveness, and professionalism.
• Develop omni-channel knowledge bases, FAQs, and self-help content to facilitate student navigation and self-service.
• Co-create service feedback loops to capture student voice and inform continuous improvement.
• Student Medical and Travel Insurance Administration

• Lead the administration of student medical and travel insurance, including annual remarketing cycles in collaboration with Procurement.
• Maintain updated SOPs, vendor engagement records, and reporting frameworks.
• Centre Programming & Student Empowerment

• Design and implement workshops, micro-learning initiatives, and campaigns to build students' literacy in managing university administrative systems.
• Promote student autonomy by equipping them with self-management tools and knowledge.
• Staff Development & Capacity Building

• Support the Head in mentoring team members and student assistants, including onboarding, coaching, and training plans.
• Establish and share best practices in service delivery, documentation, and conflict resolution to strengthen team effectiveness.
• Project & Issue Management

• Coordinate and support service-related projects, including space planning, new service integration, and digital transformation.
• Identify and mitigate service risks and conflicts proactively, resolving issues in a timely and professional manner.
• Other Duties as Assigned.

Qualifications:

• Degree, with 8 to 12 years of relevant experience in student-facing roles within a higher education or university administration setting.
• Service Excellence & Student-Centred Mindset

• Demonstrated experience applying service strategies across physical and digital channels, with a strong commitment to service excellence and student advocacy.
• Passionate about working with students and well-versed in student affairs trends within higher education.
• Higher Education & Institutional Knowledge

• In-depth knowledge of the higher education landscape, university organisational structures, the student life cycle, and related student services functions.
• Familiarity with administrative systems, policies, and institutional support frameworks.
• Leadership Skills

• Proven ability to lead and motivate teams, manage service transformation projects, and drive continuous improvement.
• Demonstrated agility in navigating change, learning in complex environments, and leading teams through institutional transformation with focus and results.
• Stakeholder Engagement & Relationship Management

• Strong interpersonal, negotiation, and stakeholder management skills.
• Proven ability to manage relationships with senior leaders, students, faculty, and cross-functional teams.
• Communication Skills

• Excellent verbal and written communication skills, with the ability to interpret, explain, and present university policies and information clearly to diverse audiences.
• High cultural quotient and sensitivity, with experience engaging individuals from diverse backgrounds and age groups.
• Project Management & Operations

• Strong planning and organisational skills with attention to detail.
• Able to manage multiple priorities, adapt to changing conditions, and see tasks through to completion.
• Experienced in driving process improvements and managing service operations in a dynamic environment.
• Analytical & Problem-Solving Skills

• Strong analytical and problem-solving skills, with the ability to interpret data, identify patterns, and apply insights to service design and continuous improvement.
• Judgment & Confidentiality

• Sound judgment and discretion in dealing with confidential and sensitive student issues, in a professional and empathetic manner.
• Technical Proficiency

• Adept at using digital tools and case management systems to support service delivery.
• High proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Access).
• Comfortable adopting new technologies to enhance operations and student engagement.

Other Information:
#LI-XL1
Candidates who do not possess the stipulated qualifications but have relevant work experience may still apply. Remuneration and appointment terms shall commensurate with qualifications and experience. SMU reserves the right to modify the appointment terms where necessary.
About Us:
Singapore Management University is a place where high-level professionalism blends together with a healthy informality. The 'family-like' atmosphere among the SMU community fosters a culture where employees work, plan, organise and play together building a strong collegiality and morale within the university.
Our commitment to attract and retain talent is ongoing. We offer attractive benefits and welfare, competitive compensation packages, and generous professional development opportunities all to meet the work-life needs of our staff. No wonder, then, that SMU continues to be given numerous awards and recognition for its human resource excellence.