Ielts Operations Manager

2 weeks ago


Dubai, Dubai, United Arab Emirates IDP Education Ltd Full time
An ASX100 business part that is owned by Australian universities, IDP is a pioneer in international education services.

Our_ _core business lines include student placement to Australia, US, UK, Canada and New Zealand institutions, English-language testing and training.

_

  • We are on a mission to build the world's leading platform and connected community to guide students along their journey to achieve their lifelong learning and career aspirations._
  • As a coowner of IELTS, we deliver the English test that is trusted by more governments, universities and organisations than any other. We also operate English language teaching schools in South East Asia._
  • We are innovators, driven by the needs of our customers and deep data insights. Our 5,000 team members based around the world understand that our services change lives not only of our customers, but their wider communities._
  • By combining empathy and professional expertise with digital excellence, we create launch pads for our customers to achieve global success._

POSITION PURPOSE
The IELTS Operations Manager is responsible for managing all IELTS testing conducted by IDP IELTS Test Centres in UAE.

Responsible for ensuring testing operations are compliant with the requirements of the IELTS quality system, commercially viable and delivered with a commitment to exemplary customer service and operational best practice.

Key Responsibilities;

  • Quality & Compliance
  • Commercial
  • Operations Management
  • Customer Service
  • Project Management
  • Stakeholder Relationships

RESPONSIBILITIES

_ Quality & Compliance_

  • Ensure all testing activity is conducted in accordance with all relevant IELTS policies and procedures.
  • Conduct selfaudits on an ongoing basis.
  • Contribute to the refinement of policies and procedures.
  • Provide input to Quality and Compliance related projects and initiatives.
  • Report any issues related to Area Director & Director IELTS Operations and other key parties as necessary.
  • Participate in the global IDP IELTS Good Practice Program.
  • Manage the provision of training and support to other IDP and 3rd Party test centres as required.
  • Results Integrity Policy for test centre is updated on proactive basis.
  • Assist the Director IELTS Operations with the development of IELTS policies.
  • Assist Director IELTS Operations with issues regarding risk management / security to ensure centre compliance with security policy and procedures.
**_
Commercial_**- Develop annual budgets and forecasts in consultation with the AD / RD.

  • Manage the budget for IELTS testing in UAE and any offsite testing locations, including test revenue and all associated direct costs and expenses.
  • Provide regular management and financial reports as required.
  • Continually monitor test day availability and capacity to ensure centres meet current demand.
  • Increase referral partner network, third party centres / IDP Owned centres where there is an opportunity to win market share and expand IDP IELTS footprint across UAE.
  • Coordinate with Regional Marketing team and IELTS Central Operations to ensure all test centres related information stated on/offline mediums and systems are updated on proactive basis.
  • Identify vendors and service providers that can reduce the administrative workload for the IELTS team while enhancing value for money for IDP test centres in UAE.
  • Lead and manage the planning and execution of any commercial project in consultation with Area Director/ Regional IELTS Operations Director.
  • Ensure IA fee invoices are followed up and timely settled by third party centres.
**_
Operations Management_**- Manage testing operations to ensure optimal efficiency.

  • Coach other IDP and 3rd Party test centre managers seeking to improve operationally.
  • Document and share operational management knowledge via the IDP IELTS Knowledge Bank 'iknow'.
  • Develop business continuity measures and get signed off by Director IELTS Operations for all test centres in the region.
  • Identify and leverage opportunities to increase cooperation, efficiency and operational effectiveness between IDP's student placement and IELTS operations.
**_
Customer Service_**- Ensure each staff members involved in testing have received the appropriate training in customer service.

  • Manage the escalation of any customer complaints.
  • Respond to all internal and external customer requests in a timely and appropriate manner.
  • Establish, maintain and enhance relationships with internal and external customers.
  • Ensure customer services/front of house team have updated IELTS FAQs/information for dissemination to customers.
**_
Project Management_**- Participate in IDP project related activity.

  • Assist the Director IELTS Operations with preparation of reports for IELTS Australia.
  • Participation / Representation in IELTS Working Groups based on Director IELTS Operations recommendation.
  • Work with the Director IELTS Operations on projects identified as a result of IELTS


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