Regional IELTS Manager EU, Pakistan & CIS

About IDP Education Limited

IDP Education Limited is a prominent global leader in international education services, dedicated to supporting students, test takers, and partners worldwide by combining trusted personal relationships with advanced digital technologies and research-driven customer insights. Operating in over 50 countries with a diverse workforce exceeding 7,000 individuals, IDP focuses on delivering superior service experiences to assist in achieving educational and career aspirations globally.

Role Purpose

The Regional IELTS Manager works alongside Regional IELTS Directors and Associate Directors to maintain and enhance the efficient functioning of IELTS Test Centres in the assigned region. This role ensures administrative support, monitors adherence to IELTS standards, mentors new centre administrators, and collaborates across the business to support operational excellence.

Key Responsibilities

• Foster proactive, collaborative relationships with IELTS Test Administrators at Associate Centres to ensure high-quality support.
• Guarantee exceptional customer service delivery across all interactions before, during, and after IELTS tests for candidates.
• Lead initiatives to transform test centres into hubs of customer service excellence by training involved personnel effectively.
• Manage customer complaint escalations and optimize the consumer touchpoints within the B2C framework.
• Organize regional webinars and engagement programs tailored to enhance test-taker satisfaction in coordination with test centres.
• Deliver monthly performance feedback to Test Centres and proactively address operational challenges.
• Plan and initiate launches for new IELTS products and projects aimed at augmenting the offerings for test takers and recognizing organisations.
• Monitor competitor offerings locally and update the regional teams and centre management to maintain market relevancy.
• Work with marketing and operations teams to ensure all centre-related information is current in online and offline channels.
• Ensure timely invoicing and payment settlements with Associate Centres.
• Lead budget reviews aligned with strategic growth objectives.
• Conduct comprehensive competitor analyses and pricing reviews to safeguard and expand market share.
• Drive business development for Test Centres with emphasis on computer-delivered tests.
• Support Test Centre staff with consultation and best practice sharing for compliance to IELTS operational standards.
• Coach managers to enhance operational efficiency and review performance data for trend analysis.
• Collaborate with Head IELTS Business Assurance to uphold quality and compliance frameworks.
• Review audit reports and ensure corrective measures are effectively implemented.
• Own the full lifecycle management of new test centre onboarding, operational support, and periodic reviews.
• Supervise auditing of test session availability across all test profiles and oversee execution of centre sign-offs and closures.
• Manage complaints and technical support operations through designated help desks.
• Enhance IELTS visibility across B2B and B2C channels by fostering strong stakeholder relationships and delivering market insights.
• Coordinate rollout and training for new products and regional initiatives to ensure network-wide adoption and professional development.

Required Qualifications and Experience

• Bachelor's degree or equivalent qualification is mandatory.
• Comprehensive knowledge and experience in international education or testing services sectors.
• Proven success in achieving sales targets, supported by robust negotiation skills.
• Strong capability to build and maintain business relationships, navigating complex corporate environments and influencing key stakeholders.
• Experience working in internationally dispersed teams with effective analytical and problem-solving abilities.
• Capacity to manage multiple deadlines and competing priorities effectively.
• Self-motivated with high initiative, comfortable operating outside traditional office settings.
• Proficiency in Microsoft Office applications.