Regional IELTS Manager for EU, Pakistan & CIS

About IDP

IDP is a leading global provider of international education services, dedicated to enabling student and test taker success worldwide through strong relationships, advanced digital tools, and customer-centric research. As an Australian-listed company operating in over 50 countries with a diverse workforce of more than 7,000 professionals, we focus on delivering exceptional services to help people achieve their educational aspirations globally.

Role Summary

This role is part of the IELTS regional team consisting of a Regional IELTS Director, Associate Directors, and Regional IELTS Managers. The Regional IELTS Manager is responsible for ensuring that IELTS Test Centres in the region receive necessary administrative support to maintain efficient operations and adhere to IELTS delivery standards. The position involves collaborating with cross-functional stakeholders and mentoring new centre administrators to establish Associate Centres aligned with IELTS standards.

Key Responsibilities

• Foster proactive, collaborative relationships with IELTS Test Administrators at Associate Centres.
• Guarantee an excellent customer experience for all test takers before, during, and after their IELTS exam.
• Drive transformation of Test Centres into centres of excellence in customer service by ensuring staff receive appropriate training.
• Manage escalation processes for customer complaints and optimize all B2C customer touchpoints.
• Organize and conduct targeted regional webinars and outreach programs aimed at improving test taker satisfaction in coordination with Test Centres.
• Provide regular feedback to Test Centres regarding their performance and resolve arising issues.
• Develop and implement launch plans for new IELTS products and initiate projects to enhance offerings for test takers and partner organizations.
• Monitor and analyze competitors’ offerings locally; keep teams and centres informed to ensure IDP’s market competitiveness.
• Coordinate with marketing and operations teams to consistently update all relevant information about Test Centres across online and offline platforms.
• Ensure timely follow-up and settlement of IA fee invoices by Associate Centres.
• Lead budget preparation and reviews to align with strategic business growth goals.
• Conduct detailed competitor analysis and pricing reviews to secure and expand local market share.
• Drive business development initiatives with an emphasis on expanding computer-delivered IELTS testing options.
• Support Test Centre staff by sharing best practices and operational guidance, coaching managers for improved performance.
• Prepare management reports with statistical insights on candidate trends and market developments within the region.
• Collaborate with the Head of IELTS Business Assurance to uphold quality and compliance standards throughout the Test Centre network.
• Oversee self-audit reviews and follow-ups to maintain compliance.
• Manage onboarding processes for new Test Centres and conduct systematic reviews of operations.
• Supervise Test Centre audits, iLearn audits, and ensure business assurance alignment.
• Regularly audit regional test session availability across various IELTS test formats.
• Plan and execute test centre sign-offs and closure procedures.
• Oversee support operations including case reviews and technical assistance via IOC Support and Service Desk.
• Enhance IELTS’s visibility across B2B and B2C channels by cultivating key relationships and sharing market insights.
• Lead regional rollout of new projects and product enhancements and support commercial launch activities.
• Provide training and ongoing professional development support for localized IELTS training courses.

Required Qualifications & Experience

• A Bachelor's degree or equivalent qualification.
• Strong familiarity with international education and testing services sectors.
• Proven track record in meeting sales targets with excellent negotiation skills.
• Ability to form strong stakeholder relationships and influence internal decision-makers.
• Experience working within globally dispersed teams showcasing strong analytical and problem-solving skills.
• Ability to manage multiple priorities and meet critical deadlines effectively.
• A self-motivated professional comfortable working independently beyond a traditional office setting.
• Proficiency in Microsoft Office suite is essential.