Executive, Facilities Management

The Office of Campus Housing (OCH) serves to make NTU, the university with the best-in-class campus for learning, working, and living. OCH has a mission to provide an optimal on-campus living environment for students and faculty to excel in learning, research, teaching, and other NTU-related work. It is responsible for student and faculty housing on campus, the sports and recreational facilities, and its related services.

We are looking for an individual who has a strong passion for delivering exceptional service to residents of the University's student and faculty housing, as well as to athletes and users of sports & recreation facilities on campus.

The role provides the successful candidate with the opportunity to develop, contribute, and grow holistically across areas of excellence in customer relationship management and/or facilities & contracts management within the department.

If you have more than 2 years of relevant working experience in residential management/services, customer service/relationship management, or facilities/property management, you may be the one we are looking for. Experience in student hostels, staff housing, or hospitality services would be advantageous for this role.

The incumbent is required to:

1. Coordinate, schedule, and conduct daily inspections of OCH-managed spaces/rooms to ensure a safe, secure, and conducive living environment. This includes monitoring facilities turnover and addressing issues identified.
2. Manage and resolve residents' requests, feedback, and complaints received via prevailing avenues; ServiceNow, over the counter, emails, phone calls, etc. This includes collaborating with internal and external stakeholders for resolution in our provision of quality customer service to residents in accordance with OCH's SLA.
3. Prepare work requisitions and purchase orders for maintenance and improvement works, ensuring that works are completed satisfactorily.
4. Plan and prepare advisories for residents on scheduled maintenance and unscheduled works. Serve as the main point of contact for repairs, maintenance, cleaning, and oversee and manage renovations and projects within OCH facilities.
5. Adhere to preventive maintenance schedules and ensure that corrective actions are taken promptly.
6. Oversee service delivery and ensure compliance with contractual obligations by vendors.
7. Formulate specifications and requirements for procuring necessary goods and services for housing operations, including assessing quotations/tenders and making recommendations for business awards.
8. Oversee and manage the key system, including performing monthly key audits to ensure accurate records of keys assigned to residents.
9. Maintain and contribute to the establishment of a repository of best-practice templates for effective communication with residents to enhance the effectiveness and efficiency of such communications by OCH staff.
10. Conduct regular inventory audits and manage the disposal of inventory and assets as needed.
11. Update and maintain detailed records to fulfill administrative and operational requirements.

Hiring Institution: NTU