Senior Executive, Resident Relations

About the Office of Campus Housing

The Office of Campus Housing (OCH) at Nanyang Technological University is dedicated to providing an outstanding campus environment for living, learning, and recreation. It manages student and faculty accommodations, sports and recreational facilities, and their associated services.

Role Overview

This position involves interacting closely with residents, ensuring their needs in housing and recreational facilities are met with excellence. It provides an opportunity to contribute broadly across areas such as customer relationship management, facilities and contract oversight, as well as quality and corporate services including finance and billing.

Key Responsibilities

• Manage hostel applications and room assignments, including handling waiting lists and student appeals for campus housing.
• Perform thorough inspections to maintain high quality standards for student housing check-ins.
• Ensure accurate invoicing of hall fees and other charges, manage timely collection, and process refunds when necessary.
• Coordinate with team members and external contractors to monitor and update maintenance and repair statuses.
• Engage proactively with student residents to understand and respond to their needs, resolving feedback, requests, and complaints promptly within service-level agreements.
• Inform residents in advance about scheduled maintenance, emergency repairs, or other disruptions affecting their accommodation.
• Conduct routine safety and security evaluations of OCH-managed premises and implement improvements as needed.
• Investigate incidents, prepare reports, recommend appropriate sanctions for rule violations, and escalate serious or repeated infractions for further action.
• Maintain current and accurate records on resident details, occupancy, and room availability to support billing and reporting functions.
• Ensure facility reservations adhere to booking protocols and manage event arrangements pre- and post-use.

Candidate Profile

Applicants should hold a diploma and have at least three years of relevant experience in residential management or services, customer service or resident relations, housing operations support, contract management, or corporate quality functions such as finance and billing. Experience with student hostels, staff housing, or hospitality sectors is advantageous.

Additional Information

Only candidates shortlisted for further consideration will be contacted by the institution.