IDP Education Ltd Hiring for IELTS Operations Manager – UAE Job at Dubai 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 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 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;

RESPONSIBILITIES

Quality & Compliance

• 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 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.
• 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 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 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.
• 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 Working Groups.
• Pilot and champion IDP systems and initiatives.
• Project related risks and mitigation measures are brought to the notice of Area Director / Director IELTS Operations on proactive basis.

Stakeholder Relationships

• Provide input to presentations to external stakeholders as required.
• Represent IDP to external stakeholders and clients 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.
• Key opportunities based on stakeholder discussions are identified and forwarded to Area Director / Director IELTS Operations – in order to update the IELTS CRM on a proactive basis
• Increase the Referral Partner and IELTS Recognising Organisations network across the country.
• Ensure third party centres relationship is strengthened and maintained on a proactive basis.

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 organising skills with the ability to manage multiple competing priorities
• Customer focussed, 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, analyse 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 or logistics 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