IELTS Operations Manager
IDP Education Ltd
Ho Chi Minh City, Ho Chi Minh City, VN
6 ngày trước

POSITION PURPOSETo manage effectively the IELTS operations for all IELTS Vietnam Test Centres and deliver high level customer service to IDP IELTS candidates.

RESPONSIBILITIESOperations Management

  • Provide operational plan to support all test centres in Vietnam to achieve targets, and drive sharing and implementation of best practices between IDP : IELTS and test centres within the country
  • Manage the operations of all test centres which include pre-test, during the test and post test; maximize team productivity
  • Responsible for human resource management of IELTS casual labour which including recruitment and faciliate training examiners and invigilators for IELTS tests.
  • Manage the delivery of approved projects on time, within budget and in accordance with annual plans and targets
  • Assist Head of IELTS and BD team to identify and implement new business opportunities to grow test volume from operation side
  • Provide accurately forecast and budget management to support for business growthQuality & Compliance
  • Independently perform audits on the IELTS test centre as scheduled and provide documented feedback and reports
  • Ensure all centres and off-site testing operations are managed within the IELTS operating procedures
  • Ensure adherence to all IELTS manuals, processes & policies, including test day processes
  • Ensure adherence to PSN (Professional Support Network) policy and procedure of all Examiner Trainers and Examiners
  • Assist with the development and implementation of IELTS policies
  • Risk management / security to ensure centres compliance with security policy and procedures
  • Keeping Regional & IA teams informed on test day incidents & malpracticesLeadership
  • Provide supervision, guidance and support to Test Day Supervisor, IELTS Admin staff and casual staff on their daily tasks
  • Lead by example, setting focus and performance expectations, providing training and development where appropriate, and effectively managing underperformers through appropriate IELTS / IDP processes
  • Leading collaboration, enhance productivity of the team, creating healthy and enegertic working enviromentEnhancing customer experience
  • Build customer process; provide training and supervision to operation team to ensure high level of customer service across test centers
  • Build materials to support customer experience from pretest; test date to post test and feedback system to monitor customer satisfactionBusiness Acumen
  • Manage the Test Centre’s operations Direct Costs and offsite testing locations and ensure that they are in line with the budget allocated.
  • Assist with the statistical analysis of centre data to monitor and identify candidate trends including centre candidate targets as requiredContinually monitor test day availability and capacity to ensure centres meet current demands and capture growth opportuntiesWHAT WE'RE LOOKING FOREssential requirements
  • Graduate degree in business administration, economics, finance, or other related fields.
  • A minimum of 8 years’ experience in operation management, at least 5 years in managers position. (background in international schools / universities operations is a big advantage)
  • Ability to plan, organise, prioritise and execute multiple tasks within set objectives in a timely and professional manner
  • Strong analytical, organisational skills; problem-solving skills
  • Excellent understanding of business principles with proven records
  • Excellent communication and presentation skills in both English and Vietnamese.
  • High level interpersonal skills.
  • Customer focused, with a passion for providing outstanding service.
  • Demonstrated ability to make decisions and act with integrity.
  • Interest in / experience of international education and / or testing services
  • Able to work on Saturday and be flexible with work schedule Desirable requirements
  • Previous IELTS knowledge highly desirable.
  • University qualifications or equivalent industry experienceWORKING AT IDP
  • Attractive package with 13th month salary and annual bonus
  • English Training scholarship for staff and family members at ACET.
  • 15 working-days recreation leave, 10 days sick leave.
  • Annual medical examination.
  • Outing Trip.
  • Other benefits according to IDP’s policy.
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