Operations Planning Officer

We are looking for an Operations Planning Officer for one of its leading client

Main Accountabilities

Product Service Delivery

• 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

Customer service

• 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

Relationship & stakeholder management

Product Service Delivery

• 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

Customer service

• 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

Relationship & stakeholder management

• Works very closely with Distribution and CMR, Test Day and Venue Managers to ensure all capacity planning is effective
• As required, support the Operations Planning Manager in hosting/attending external events or meetings, ensuring these run efficiently and effectively and that a positive, professional image is projected.

Risk & compliance

• Assisting in the Contingency planning and risk management of supply.
• Delivers on standards and performance to manage Exam security and compliance
• Uses standardized 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

Analysis & reporting

• Is involved in daily/weekly planning/capacity meetings
• Analyses performance and recommends improvements to Test Day planning activities

Commercial & resource management

• Operates and runs regular reports on a 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 maximize value for money when acquiring resources, goods or services for the team, unit or project.

Leadership & management

• Motivates and encourages team performance

Safeguarding

• Ensure that safeguarding implementation standards are followed in exam structures and mechanisms that promote safety for children and adults
• Escalate safeguarding concerns the National Safeguarding Manager Pakistan.
• Ensure safe recruitment processes are consistently followed and sustained for venue staff and third parties.
• The post holders must ensure that his/her behavior is in line with the safeguarding code of conduct with interacting with children and adults.

Qualifications

Bachelors Degree