Ielts Country Operations Manager

**POSITION PURPOSE**

**RESPONSIBILITIES**

**_Operations 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 growth

**_ 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
- 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
- Leading collaboration, enhance productivity of the team, creating healthy and enegertic working enviroment

**_ Enhancing 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 satisfaction

**_ 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.

**WHAT WE'RE LOOKING FOR**

**Essential 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, or banking/logistic 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 experience

**WORKING 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.