The Senior Manager for SITizen Services in the Office of SITizen Experience (OSE) will be responsible for the coordination, monitoring, review and development of strategies for continuous improvement of student and alumni services for a positive experience for all SITizens (SIT students and alumni).

The role will work with Deputy Director and Assistant Director, OSE and other stakeholders across the university including student representatives in providing a seamless service experience for SITizens. This would involve having a complete understanding of the student experience through various feedback channels and analysis of student/alumni service data, establishing service experience quality standards, utilising data with the use of statistical software, to monitor and evaluate the activity and impact of the service, making strategic recommendations for change.

Another key portfolio of the role is to lead the development, implementation, and administration of the Industry-Ready Skills Framework (IRSF) across the university. This would involve engaging and co-ordinating across the divisions and serve as the central point of contact for IRSF-related matters across the university. In parallel, the role oversees the Student Work Scheme, ensuring it is structured, scalable, and contributes meaningfully to students’ employability and financial support.

The Senior Manager also oversees the day-to-day processes of the SITizen Services Desk for smooth service delivery and/or timely issue resolution in keeping with delivering a positive service experience for SITizens.

Key Responsibilities

• Strategize and drive process improvement/redesign and service experience design initiatives for a seamless service experience for students and alumni.
• Define service experience quality standards based on relevant industry benchmarking.
• Develop and maintain the service quality management framework through data collection and analysis and regular audits.
• Project management including coordination and analysis needed to ensure high quality project implementation and delivery.
• Oversee day-to-day operations for the SITizen Services Desk – the first/main physical interface for student and alumni services.
• Develop and draft policies to guide operationalisation of standards and procedures for relevant internal and cross-Divisional processes.
• Develop high-quality presentations, and reports for senior management and key committees.

Key Requirements

• Minimum Bachelor’s degree, in Business Administration, Business Management or equivalent in other relevant disciplines.
• At least 5 years of relevant work experience.
• Resourceful and proactive team player with excellent planning and analytical skills, who is able to work well independently as well as part of a team.
• Demonstrates stakeholder management sensibilities in daily work.
• Experience with Process Improvement, User Experience Design (physical and digital) and Change Management will be added advantage.
• Experience working within a university, customer service or using statistical software a plus.