Operations Planning Officer

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.

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.