The Office of Information, Knowledge and Library Services is seeking an experienced individual to join the Library Services Division. The successful candidate will be part of a team that delivers excellent frontline library services to support the Library’s operations. Depending on experience, the candidate may also informally guide peers and oversee a team of Student Assistants (SA) in carrying out operational tasks and procedures. In addition, he/she will be involved in supporting process-improvement initiatives within the Library.
Job Responsibilities
Oversee the provision of efficient and high-quality Service Desk duties that align with NTU Library’s service excellence standards.
Identify service gaps in workflows and procedures, proposed solutions to address and optimize services.
Lead collection maintenance activities for optimal resources accessibility.
Gather user feedback on library facilities and spaces, troubleshoot and resolve issues timely, and propose long term solutions.
Deliver After Office Hours (AOH) services during designated weekday evening and weekend opening hours.
Oversee the entire pool of Student Assistants (SA) and SA supervisors delivering library operational tasks and procedures.
Review the onboarding and offboarding of SAs.
Assess SA requirement per semester and plan recruitment accordingly.
Review and update training materials and assessment for all SAs annually.
Train and guide SA supervisors for each library so that consistent service levels and workflows are maintained.
Develop and motivate cluster staff to perform well and be able to achieve performance targets set.
Provide performance review inputs of cluster members to team lead.
Job Requirements
Degree/ Diploma in any discipline.
Proficiency in using Microsoft Excel for data analysis and visualization.
Experience in operations or customer service role in academic libraries or large libraries is an advantage.
Experience in executing innovation-driven or process improvements projects.
Experience in supervising small teams.
Excellent communication and interpersonal abilities.
Organized and detail-oriented.
Ability to analyse processes and identify areas for improvements.
Strong communication skills in customer interactions, and training delivery.
Good time management skill and ability to prioritize work well.
Able to work independently and collaboratively in a team.
Service-oriented mindset with focus on customer service.
Positive mindset with a can-do attitude.
We regret to inform that only shortlisted candidates will be notified.
Hiring Institution: NTU