IELTS Operations Manager

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

KEY PERFORMANCE AREA

Operations Management
• Provide operational plan to support all test centres in Vietnam to achieve budget 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 after test.
• Responsible for human resource management of IELTS casual labour which including recruitment and training and update training within IELTS guidelines
• Provide accurately forecast and budget management to support for business growth.
• Maximize the efficiency of the test expense.
• Manage the delivery of approved projects on time, within budget and in accordance with annual plans and targets

Quality & 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
• Liaise with IELTS Country Manager and Finance manager to facilitate contracts for various IELTS business aspects as required. Monitor all current contracts to ensure terms are adhered to
• Risk management/ security to ensure centres compliance with security policy and procedures
• Keeping Regional & IA teams informed on test day incidents & malpractices

Leadership
• 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.
• Create a healthy and safe work environment

Candidate experience
• Ensure all test candidates receive exemplary customer experience at every contact point before, during and after sitting the IELTS test
• Ensure all staff involved in testing is culturally sensitive
• Provide clear, comprehensive advice to general enquirers or ensure that more complex enquiries are forwarded to the correct person for a response
• Develop cooperative relationships with IELTS manager
• Ensure that the order of questions papers is used at 80% minimum

Business 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 required
• Assist BD team and the IELTS Country Manager to identify and implement new business opportunities to grow test volume
• Continually monitor test day availability and capacity to ensure centres meet current demands

Essential requirements
• Strong administrative and sound financial skills
• Strong written and verbal communication skills (English and Vietnamese)
• Strong analytical, research and problem-solving skills
• Competent user of Microsoft Office suite
• Ability to prioritise a varied workload; strong organisational skills
• Contract management experience would be an advantage
• Ability to plan, organise, prioritise and execute multiple tasks within set objectives in a timely and professional manner
• 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 experience

- 13th month payment, Bonus Annually
- 15 days annual leave and 10 days of sick leaves
- English Training scholarship for staff and family at ACET. Staff development & training abroad.

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