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.
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.
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.
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.
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.
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
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.
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.
Other Information
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.