Assistant Manager, One Stop

Join NTU's One Stop team and play a key role in shaping the experience of international students throughout their journey at the University.
As an Assistant Manager, you will lead a team responsible for managing student pass administration and providing exceptional service to international students. Beyond day-to-day operations, you will drive service transformation initiatives, identify opportunities for process automation, and collaborate with stakeholders across the University to enhance efficiency and improve the student experience.
This is an excellent opportunity for candidates who enjoy leading teams, solving complex operational challenges, improving processes, and making a meaningful impact on the student journey.
Lead Student Pass Operations
Oversee a team responsible for the administration of international student pass-related processes, including:
Offsite Enrolment Exercises
Application management
Long-Term Visit Pass (LTVP) applications
Student Pass renewals and related matters
Ensure timely, accurate and compliant processing of student pass applications and requests.
Manage complex and escalated cases while ensuring positive student outcomes.
Lead Process Improvement & Digital Transformation
Identify opportunities to streamline operations through automation, system enhancements, and workflow redesign.
Partner with business users and system teams to implement process improvements and digital solutions.
Support the University's transformation initiatives by driving innovation and operational efficiency.
Develop and Lead a High-Performing Team
Coach, mentor and develop team members to build capability and deliver excellent service standards.
Identify training needs and support professional development.
Foster a collaborative, high-performing, and continuous improvement culture.
Collaborate Across the University
Work closely with internal stakeholders, external agencies, and partner departments to ensure alignment on policies, processes, and service delivery.
Coordinate and manage enhancement projects, new initiatives, and cross-functional improvement efforts.
Leverage Insights for Better Decision Making
Analyse operational data, enquiry trends and service metrics to identify opportunities for improvement.
Provide insights and recommendations that drive efficiencies and enhance the overall student experience.
Qualifications & Experience
Degree holder in any discipline. Diploma holders with substantial relevant experience are also welcome to apply.
At least 3 years of supervisory or team leadership experience in customer service, student administration, education operations, immigration/student pass administration or related fields.
Experience leading process improvement, digitalisation, automation, or system implementation initiatives will be highly advantageous.
Skills & Attributes
Strong people leadership and coaching capabilities.
Excellent stakeholder management and communication skills.
Customer-focused with a passion for delivering service excellence.
Strong analytical and problem-solving abilities.
Ability to interpret policies and regulations and communicate them clearly to diverse stakeholders.
Proactive, adaptable and comfortable managing multiple priorities in a fast-paced environment.
Data-driven mindset with the ability to translate insights into improvements.
Proficient in Microsoft Office applications such as Excel, PowerPoint and Word.
We regret to inform that only shortlisted candidates will be notified.
Hiring Institution: NTU