Job Description

Taylor's Hostel Management believes in providing more than just a place to live but more importantly a 'Best Place to Stay'. Through our curated core differentiator, the R!SE Residential Living Program, we deliver a holistic living experience and development that nurtures students across four wellbeing psychosocial pillars namely physical wellbeing, emotional wellbeing, social wellbeing and intellectual wellbeing shaping confident, connected and compassionate residents. Our model makes us a leader in the student accommodation industry.
The Resident Experience & Welfare Team's mission is to nurture a resilient student community by offering residents opportunities for personal growth and social development through this program. We envision our student residence as a vibrant community where residents feel safe, connected and belong.
The Manager, Resident Experience & Welfare is the custodian of our R!SE Residential Living Programme, which assists residents to adapt to new living conditions, while acquiring vital skills and leadership qualities to excel academically and beyond. This role plays a crucial function in enhancing student life at Taylor's Residence.
This position will require the Manager to conceptualise, curate, plan strategically and execute an assortment of programs and events to enable residents (living on and off-campus) to ease into a new living environment, acquire useful life-skills, and gradually transform themselves to be self-sufficient, confident and happy individuals. Every program must be intentionally designed to allow residents to effortlessly transition through the living journey, while keeping every aspect of their wellbeing (physical, emotional, social and intellectual) in check.
The Manager is also expected to build good relationship with all residents, ensuring the best living experience is provided and creating positive community engagement, while being fully accountable in fulfilling the prescribed success measures of this department. The Manager will work closely with the Well-being Ambassadors and the Resident Success Team to contribute to the R!SE Residential Living Program and ensuring key projects such as service-learning programs, student satisfaction surveys, and structured training modules are delivered.
PRIMARY KEY RESULT AREAS / RESPONSIBILITIES
Residential Living Program Development and Engagement

• Develop, design and curate structured well-being programs focusing on Emotional, Social and Physical wellbeing.
• Plan and develop the annual activity calendar, ensuring a well-structured, balance and engaging schedule of events in the year.
• Strategize, lead and deliver all residents support activities with the team members within the department.
• Ensure all relevant initiatives are conducted in the best interest of the diverse of residents, with clear fulfilment of the predefined learning outcomes.
• Promote a supportive and inclusive residential environment that promotes emotional health, social connections and student leadership.
• Sole custodian responsible to manage and deliver the Emotional wellbeing assessment in a timely manner, ensuring all residents' emotional wellbeing falls within the normal range and to execute the necessary interventions if any signs of emotional distress are detected.
• Lead strategic communication efforts to ensure residents and parents receive timely updates on engagement programs and announcements from Taylor's Residence.
• Encourage residents' participation in well-being campaigns, community projects, leadership training sessions and the overall residential living programs.
• Oversee the planning, management, and execution of the Service-Learning Programme initiatives, collaborating closely with the Resident Success team to ensure its successful implementation.
• Establish partnerships with external organizations, NGOs and university departments to enhance student well-being initiatives.
• Lead and administer the biannual residential satisfaction surveys, tabulate the responses, and present the feedback to Management, ensuring residents' and parents' satisfaction levels are met, elevated, and continuously measured throughout the residents' experience and support program.

• Enhance and streamline the resident check-in experience by ensuring a smooth, welcoming, and efficient process. This includes implementing personalized orientation touchpoints, clear communication of residence policies, and nurturing a sense of belonging for the residents.

• Lead in content creation of all resident activities, which is to be published in a bi-monthly newsletter by Marketing Team.
• Lead and supervise the Wellbeing Ambassador Team and direct reports within the department to ensure the timely delivery of all assignments, responsibilities and growth.
• Review and improve the departmental SOPs and processes to ensure quality management and effective delivery.
• Deliver assignments as and when delegated by Management.

Resident Welfare and Support

• Look into the welfare of the residents and to provide advice and counsel to residents as required.
• Implement proactive well-being strategies to support residents' mental resilience and social integration.
• Attend to and address all residents' concerns and incidents, escalating issues in accordance with processes and provide regular reports on check-ins conducted.
• Identify barriers to student engagement and develop strategies to enhance inclusivity.
• Implement new support and value-added experience to help improve residents living experience.
• Create a conducive and fun environment for the development of young minds to thrive.
• Assist in managing off-campus student community projects and well-being outreach programs.

Evaluation and Strategic Reporting

• Assess and measure the effectiveness of well-being programs through data-driven analysis and qualitative insights.
• Lead all programs evaluation, monitoring and reporting efforts to ensure initiatives align with the Emotional, Social and Physical well-being goals.
• Oversee the design and execution of well-being feedback surveys, analyzing results to enhance future program development.
• Compile detailed reports with qualitative and quantitative insights as required and for continuous improvement.

• Maintain efficient and effective communication between residents and all stakeholders within Taylor's Residence and beyond.

Budgetary Compliance

• Manage the department's budget planning and expenses of all student-relations activities, and to report to the Management on all financial matters periodically.
• Ensure all programs and initiatives adhere to budgetary guidelines while maximizing impact and resource efficiency.

JOB QUALIFICATIONS

• Bachelor's Degree in Education, Psychology, Communications, or a related field.
• 3-5 years of experience in student affairs, residence life, community development, youth engagement or events and organisation development programs.
• Excellent and fluent in English (written and oral), ability to converse in Malay and Mandarin is desirable.
• Pro-active and results-oriented, with the ability to work independently with minimum supervision.
• Good ethics, integrity and trustworthy with good leadership and stakeholder management skills.
• Strong interpersonal, communication, problem solving, critical thinking and presentation skills.
• Proficient with MS Office (i.e. Microsoft Word, Excel, Power Bi, Powerpoint and MS Teams) and Google Drive Apps.
• Experience in planning events and project management skills (conceptualising, budgeting, staging, evaluating, etc).
• Work effectively in an environment with diverse cultures, multiple perspectives and competing needs.
• Have strong passion and enjoy working with students.
• Good to have a Counselling License by Lembaga Kaunselor Malaysia.

Skills Required