Head of Partnership Operations

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

We are seeking a highly experienced and strategic operations leader to join IDP as the Head of Partnership Operations, a pivotal role within one of the world’s most esteemed assessment networks – IELTS. Based at our London office, you will play a critical role in managing the operational excellence of IELTS, ensuring secure, consistent, and superior delivery across diverse international markets.

In this influential leadership position, reporting directly to the Director of Customer & Operations Transformation, you will:

• Serve as the key operational representative for IDP within the global IELTS test centre network, advocating for operational needs and initiatives.
• Translate complex partnership strategies into practical, scalable, and efficient operations that drive performance across multiple countries and regulatory environments.
• Act as the senior escalation contact for operational risks, incident management, and performance challenges, ensuring timely resolution and effective risk mitigation.

This role demands an individual who thrives in complex, ambiguous settings, is adept at executive-level communication, and possesses the ability to negotiate and collaborate across distributed and highly regulated frameworks.

What you'll be a part of

Global Operations & Network Excellence

• Ensure the reliable, compliant, and high-quality administration of IELTS delivery on a global scale, focusing on consistency and customer satisfaction.
• Utilise operational key performance indicators (KPIs) and productivity metrics to drive continuous improvement initiatives that enhance partner value and network efficiency.
• Support and enhance test centre capabilities by integrating existing training programs, operational tools, and support mechanisms to foster excellence and growth.

Risk, Compliance & Governance

• Champion adherence to global standards, rigorous regulatory frameworks, and partner expectations to safeguard the integrity and reputation of IELTS operations.
• Coordinate incident response and risk management activities across the operational network to proactively address potential vulnerabilities.
• Lead efforts in audit preparedness, assurance processes, and compliance initiatives to maintain robust governance and operational transparency.

Partnership & Stakeholder Leadership

• Represent operational perspectives within critical IELTS partnership governance committees, providing insightful leadership and fostering collaborative decision-making.
• Align partner strategic objectives with practical operational delivery realities to ensure seamless execution across the network.
• Engage with senior stakeholders across IDP, partner organisations, and regulatory bodies to influence and drive strategic outcomes.

Transformation & Change Management

• Drive operational readiness programmes for the implementation of new products, processes, and policy changes, assuring smooth transitions and adoption.
• Collaborate closely with Product, Technology, and Customer Experience teams to embed transformational change at scale within the operational landscape.

What you bring

• Extensive senior leadership experience in global operations or service delivery, demonstrating a proven ability to lead large, complex teams across multiple geographies.
• Strong expertise in managing multifaceted, highly regulated international physical and digital distribution networks with an emphasis on operational excellence.
• In-depth knowledge of risk management practices, compliance frameworks, and operational governance, essential for maintaining high standards and regulatory adherence.
• Track record of successfully conceptualising and delivering large-scale operational change initiatives that optimise performance and enhance service levels.
• Exceptional stakeholder management and influencing skills, capable of building strong relationships and driving consensus among diverse groups including partners, regulators, and internal teams.

Additional attributes that distinguish extraordinary candidates include:

• Experience within education, certification testing, or similarly regulated sectors, offering valuable insights into the unique challenges and requirements of these domains.
• Direct exposure to partnership or consortium-based operational delivery models that require collaborative governance and aligned execution strategies.
• Demonstrated leadership in driving digital or operational transformation programmes that significantly improve operational efficiency and customer outcomes.