Manager, Digital Optimisation Full-time

Manager, Digital Optimization

The Manager, Digital Optimization plays a strategic role in driving digital transformation, process innovation, data-driven decision-making, and AI adoption within the Office of Campus Housing (OCH). This role is responsible for leading the optimization and continuous enhancement of the Housing Management System (HMS) and related digital platforms to support efficient, scalable, and user-centric housing operations.

We are seeking a highly motivated and forward-thinking professional to manage, support and enhance HMS and other IT systems while spearheading initiatives in automation, analytics, Generative AI and Agentic AI to improve operational efficiency and service delivery. The successful candidate should possess strong analytical, organizational, and stakeholder management skills, with the ability to translate business needs into practical digital solutions and work efficiently with internal stakeholders, IT teams and external vendors.

Duties & Responsibilities:

• Lead stakeholder engagement and change management prior to rollout of new features and functionalities.
• Provide strategic oversight of the HMS ensuring that the platform effectively supports end-to-end housing operations.
• Oversee the governance and accuracy for updating of housing-related digital content across NTU's website and Student's intranet.
• Support data analysis and statistical reports required by stakeholders. This includes analyses on applications, occupancy rates, check-in/out data, withdrawal, and other relevant metrics that provide insights into the efficiency of operations and outreach to applicants or residents.
• Provide effective user support structure where users' inquiries / issues are addressed effectively and making sure that user guide is developed and updated for HMS.
• Manage vendor relationships and service delivery performance, working closely with external partners and internal stakeholders to resolve system issues, implement enhancements, and ensure operational reliability.
• Self-motivated and work independently for ad-hoc projects when assigned.
• Lead the analysis of data to derive insights for informed decision-making.
• Champion Business Process Re-engineering (BPR) to optimise productivity and satisfaction.
• Leverage data analytics, automation technologies, Generative AI, and Agentic AI solutions to identify opportunities for operational improvement, process optimization, and enhanced decision-making.
• Evaluate emerging technologies, including Generative AI, Agentic AI, Machine Learning, Robotic Process Automation (RPA), and digital productivity tools, and translate them into practical business solutions.
• Promote a culture of innovation, continuous improvement, and data-driven decision-making through the adoption of digital technologies and AI-enabled solutions.

Requirements:

• Degree or and Diploma holders in Information Systems, Computer Science, Data Science, Artificial Intelligence, Engineering, or a related discipline.
• Minimum 8 to 10 years of relevant working experience with Operations, Finance, Human Resources and IT and at least 2 years in managerial role.
• Demonstrates excellent skills in teamwork and collaboration.
• Organized and able to work well under pressure and with tight deadlines.
• Knowledge of Generative AI technologies, including prompt engineering, retrieval-augmented generation (RAG), AI copilots, and knowledge management solutions.
• Understanding of Agentic AI concepts, autonomous agents, workflow orchestration, AI-assisted decision support, and multi-agent systems.
• Experience in applying AI and automation technologies to improve business processes, service delivery and operational efficiency.
• Strong knowledge of Excel functions, Excel Power Query, Pivot and SQL.
• Familiar and hands-on with Robotic Process Automation software.
• Proficiency in data analysis and deriving actionable insights.
• Prior experience in hostel management and/or IT support role will be an added advantage.

Hiring Institution: NTU