Description:
The purpose of this role is to support exams capacity requirements against demand from 18 months out on a 12 month rolling basis. The role will translate demand into capacity/resource requirements for venues, people and test materials to fully optimise operations and margins while maintaining service levels, maximising agility and ensuring contingency. It will also contribute to plan reporting on requirements to fill capacity, effectiveness of Planning and cost to serve.
Main Accountabilities
- Capacity Management – works with Commercial for Demand and capacity fill
- Supports rolling 18 month single plan for all products down to Test Day
- Translates demand into capacity plan for venues, papers, link to OSM (Onscreen Marking Hub) and other GNOME systems
- Works on all the systems required to ensure the timely and accurate delivery of exams and events
- Registration opening and closing for all products
- Dealing with candidates post registration processes like admissions covering Statement of Entry (SOE) and import/export between online registration systems (ORS) and IELTS We Administration System (IWAS), and other board specific processes
- Scheduling of IELTS candidates for Speaking Exams
- Support for planning CB exams
- Manages and is accountable for all pre test day operations including registrations for all products and all matters relating to pre test cancellations and refunds
- Supports the timely resolution of complex/escalated customer (internal or external) operational complaints and issues relating up to test day
- Coordinating input from other colleagues/departments/managers as required, to do so. Ensures the customer is kept informed throughout the process.
- Responsible for enhanced customer service experience related to all tasks prior to test day
- Works very closely with Distribution and CMR, Test Day and Venue Managers to ensure all capacity planning is effective
- As required, supports Operations Planning Manager in hosting/attending external events or meetings, ensuring these run efficiently and effectively and that a positive, professional image is projected.
- Assisting in the Contingency planning and risk management of supply.
- Delivers on standards and performance to manage Exam security and compliance
- Uses standardised processes to assist team/unit compliance with agreed corporate risk management procedures relevant to service delivery (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the BC and its customers at each step of planning
- Is involved in daily/weekly planning/capacity meetings
- Analyses performance and recommends improvements to Test Day planning activities
- Operates and runs regular reports on range of standard, corporate financial processes and procedures to enable effective budget and resource management for the team, unit or project(s) – e.g. purchase order system, FABS, SAP, procurement processes.
- Actively seeks to maximise value for money when acquiring resources, goods or services for the team, unit or project.
- Motivates and encourages team performance
- Ensure that safeguarding implementation standards are followed in exams structures and mechanisms that promote safety for children and adults
- Escalate safeguarding concern the National Safeguarding Manager Pakistan
- Ensure safe recruitment process are consistently followed and sustained for venue staff and third parties.
- The post holders must ensure that his/her behaviour is in line with safeguarding code of conduct with interacting with children and adults.
Role Requirements
- Bachelor’s Degree
- Experience of exams operations within a large business is essential
- Knowledge and understanding of child development and its impact on behavior. Knowledge and understanding of child transitions. Knowledge and understanding of legislation and ethics surrounding confidentiality and security of information. Ability to work in a way that promotes the safety and well‐ being of children, is desireable
- Experience of working with children Experience of safe planning, organization and delivery of activities for children, is also desireable.