Senior Assistant Manager / Manager, Central Administration & Governance (Academic Services)

The Student and Academic Services Department (SASD) is a dedicated team committed to delivering comprehensive support across the entire student life cycle—from admission and matriculation to graduation and beyond the classroom. SASD works collaboratively with schools, colleges, and autonomous institutes to ensure a seamless and enriching academic journey for all students.

This position is part of the Office of Academic Services (OAS), a pillar that supports the University’s academic mission by providing end‑to‑end academic services from matriculation to graduation for approximately 33,000 undergraduate and postgraduate students. Our team plays a key role in ensuring high‑quality, well‑governed, and student‑centred academic administration across the University.

This role supports the effectiveness and efficiency of academic and administrative services by driving process improvement, workflow optimisation, and digital enablement across OAS. The successful candidate will help analyses existing processes, identifies improvement opportunities, and supports the implementation of practical solutions, including automation and digital tools, to enhance service quality and reduce manual effort.

Working closely with the Director and stakeholders across OAS and the wider University, the successful candidate will contribute to departmental and University‑wide initiatives, including ad‑hoc and improvement projects, often operating in evolving and loosely defined contexts. The job holder supports change adoption, ensures alignment with University policies and governance requirements, and promotes a culture of continuous, data‑driven improvement. Overall, the role helps OAS build efficient, scalable, and future‑ready operations that meet NTU’s evolving needs.

Key Responsibilities:

• Analyse workflows to identify inefficiencies, bottlenecks, risks, and improvement opportunities.
• Document as‑is processes and contribute to the design of to‑be processes and improvement roadmaps.
• Support process improvement, digitalisation, and automation initiatives (e.g. workflow tools, RPA, agentic solutions).
• Work with citizen developers, IT, and stakeholders to implement, test, and review solutions.
• Ensure process changes comply with University policies, governance requirements, and risk controls.
• Support the planning, coordination, and delivery of departmental and University‑wide initiatives, including ad‑hoc projects sponsored by senior management.
• Apply basic project governance and project management practices, including tracking scope, milestones, risks, dependencies, and deliverables.
• Coordinate stakeholders, track milestones, manage risks and issues, and maintain project documentation.
• Support change communication, training, and adoption of new processes and systems.
• Prepare progress updates and briefing materials for management decision‑making.

Requirements:

• Degree in Business, Information Systems, Data Analytics or a related discipline.
• 6-8 years of working experience in roles managing digital transformation projects, process improvements and/or automation initiatives.
• Strong experience in process analysis, redesign, and optimisation, with exposure to digital tools and automation.
• Ability to understand business needs, translate them into clear requirements, and communicate technical concepts simply.
• Strong stakeholder management and project coordination skills.
• Experience or exposure to automation and workflow tools (e.g. Power Automate, UiPath); strong understanding of RPA, workflow automation, and process optimisation concepts.
• Strong analytical, problem‑solving, communication, and organisational skills.
• Experience in data analysis and reporting to support performance monitoring and decision‑making.
• Ability to manage multiple priorities independently while working effectively in cross‑functional teams.
• Comfortable working in ambiguous and evolving situations, with the ability to exercise judgement, structure problems, and drive work forward with minimal direction.

We regret to inform that only shortlisted candidates will be notified.

Hiring Institution: NTU