Executive - OSM Support HUB

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

Contribute to smooth running of day-to-day operations in BAU in accordance with the Risk Management Plan, being in line with the agreed objectives & meeting set SLAs with high accuracy.

Key accountabilities

• End to end management of test cycle completions IOC & IOC+P
• 0% tolerance, deviation to any laid down processes.
• Ensure adherence to quality standards as defined by IELTS Manuals of Procedure and any IELTS Australia directives.
• Internal Communication of IELTS Volumes
• LIVE test support for VCS test
• Prompt communication with test centres, Stake Holder, Resolver group, Service Desk to ensure passing of necessary information and quick replies to stake holders.
• Update test centres about successful reconciliation after all sessions have been reconciled
• Timely issuance of monitoring advice to test centres for completing speaking results.
• Prompt communication with test centers, IVE, PSN and QNC, Cambridge, CMDS, BX and all internal stakeholders to ensure passing of necessary information and quick replies to stake holders.
• Demonstrates Customer Service levels in line with IDP Education’s values.
• Monitoring of error logs

Required experience

• Any Graduate with storng experience into operations with good excell skills
• Strong Oral and Written Communication
• Great Customer Service Skills
• Knowledge of MS office (MS Excel in Specific)
• Technically sound to adopt latest software.
• Proactive approach in meeting the SLAs.
• Good analytical skills
• Flexible with shifts (Rotational)
• Flexible with WOFF’s (Rotational)