Operations Planning Officer

Hrsi is looking for Operations Planning Officer for one 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, 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.

Risk & compliance

• 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

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 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.

Leadership & management

• Motivates and encourages team performance

Safeguarding

• 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.

Qualifications

Bachelors Degree