IELTS Operations Manager - UAE

About IDP

IDP is the global leader in international education services, delivering global success to students, test takers and our partners, through trusted human relationships, digital technology and customer research. An Australian-listed company, we operate in more than 50 countries around the world.

Our team is comprised of over 7,000 people of various nationalities, ages and cultural backgrounds. Proudly customer-first, our expert people are powered by global technology. Together, we offer unmatched services, helping local dreams become realities, all over the world.

Learn more at www.careers.idp.com

Role 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 accountabilities

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.
• 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.

Key responsibilities

BUSINESS DEVELOPMENT

• Conduct thorough research across diverse channels to pinpoint new and prospective business opportunities for IELTS.
• Identify key decision-makers and comprehensively understand their requirements.
• Initiate contact with potential clients and partners through effective email correspondence, phone calls, and cold calling to cultivate relationships and arrange meetings.
• Strategize and execute innovative marketing campaigns to promote IELTS services and expand market reach.

Key accountabilities

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.

Key accountabilities

OPERATIONS MANAGEMENT

• Manage testing operations to ensure optimal efficiency.
• Coach other IDP and 3rd Party test centre managers seeking to improve operationally.
• 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 has 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.

Key accountabilities

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.

Required experience

• With relevant experience in IELTS Test Centre administration.
• With event or logistics management experience.
• Experience working in a highly regulated environment.
• Familiarity with the international education and/or language proficiency testing sectors.
• Formal qualifications in project management and stakeholder relationship management or equivalent experience.
• Interest in or experience with international education 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.
• Strong administrative and sound financial skills.
• Outstanding communication skills and be able to communicate effectively with different stakeholders with varying needs.
• Demonstrated a 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.