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IELTS Operations Manager

IELTS | Lahore, Pakistan | Full Time

Job Description

IDP Education Limited is an ASX listed company that is 50% owned by 38 Australian universities and headquartered in Melbourne, Australia.  IDP’s core business lines include student placement to Australia, US, UK, Canada and New Zealand institutions, English-language testing and training.  

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

This role reports into the Country Manager for Pakistan, and has a matrix reporting into the IELTS Regional Director.

Key Responsibilities;

  1. Quality

  2. Commercial

  3. Operations Management

  4. Customer Service

  5. Project Management

  6. Stakeholder Relationships & Business Development

 

RESPONSIBILITIES 

Quality

  • Ensure all testing activity is conducted in accordance with all relevant IELTS policies and procedures.

  • Conduct self-audits 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 Country Manager & IELTS Regional Director 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 IELTS Regional Director with the development of IELTS policies.

  • Assist IELTS Regional Director 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 CM / RD.

  • Manage the budget for IELTS testing in Pakistan and any offsite testing locations, including test revenue and all associated direct costs and expenses.  

  • Provide regular management and financial reports as required.

  • Provide statistical analysis of centre data to monitor and identify candidate trends including centre candidate targets.

  • 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 foot print across Pakistan.

  • 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 Pakistan.

  • Lead and manage the planning and execution of any commercial project in consultation with CM / IELTS Regional 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’.

    Customer Service

  • Ensure all test candidates sitting tests within IDP IELTS Test Centres receive exemplary customer experience at every contact point before, during and after sitting the IELTS test.

  • Ensure each staff members involved in testing have received the appropriate training in customer service.

  • Manage the escalation of any customer complaints.

    Project Management

  • Participate in IDP project related activity.

  • Participation / Representation in IELTS Working Groups based on IELTS Regional Director’s recommendation.

  • Pilot and champion IDP systems and initiatives.

  • Project related risks and mitigation measures are brought to the notice of Country Manager / IELTS Regional Director on proactive basis.

    Stakeholder Relationships and Business Development

  • Provide input to presentations to external stakeholders as required.

  • Draft responses to queries from external stakeholders as required.

  • Participate in stakeholder presentations with Education Counsellor promoting IDP services and identifying cross selling opportunities.

  • Increase the Referral Partner, in terms of business development, and IELTS Recognizing Organizations network across the country.


WHAT WE'RE LOOKING FOR

Essential requirements:

Educated to bachelor’s degree level or equivalent in business administration.

Two years’ or equivalent experience in IELTS Test Centre Administration

Interest in/ experience of international education and/ or testing services.

Fluent in English.

Excellent planning and organizing skills with the ability to manage multiple competing priorities.

Customer focused, with a passion for providing outstanding service.

Experience in project management and stakeholder relationship management

Strong administrative and sound financial skills

Outstanding communication skills and able to communicate effectively with different stakeholders with varying needs

Demonstrated high level of analytical and research capability

Ability to proactively identify, analyze and solve problems effectively.

Sound judgement and the ability to make decisions and act with integrity, in the best interests of IDP.

Sound IT skills – Microsoft Office suite, CRM systems

Desirable requirements:

Event management experience

Experience working in a highly regulated environment

Familiarity with the international education and/or language proficiency testing sector

Formal qualifications in project management or equivalent experience