Role Purpose 

To drive, coordinate, and contribute to the development and implementation of customized policies, processes, and innovative solutions across the Exams business in the SSA region using current and new technologies that thereby drive business recovery and growth.

The role will embed Exams initiatives ensuring that the Customer Service and Sales function delivers against its strategic customer goals and core KPIs across the SSA region. The post holder will implement infrastructure and technology solutions to support a holistic, agile, and robust customer-centric operation and manage region-specific projects, associated budgets, and resources.

Main accountabilities but not limited to the following: 

Implement customized policies, processes, and solutions across the Exams business​

Ensure that global policies and processes for Exams are followed and teams deliver to agreed KPIs

Contribute to the design and development of policies, processes, and solutions and ensure that regional-specific context is suitably addressed

Implement infrastructure and technology solutions to support a holistic, agile, and robust customer-centric operation ​

Develop and implement infrastructure and technology / innovative solutions that support regional objectives while being aligned with global strategic objectives

Identify trends of customer behavior that may influence the development of new products and services and changes in policy and customer service practice

Manage region-specific projects and associated budgets and resources to ensure appropriate return on investment

Contribute to the development of Exams projects and where required, lead projects for SSA region and ensure that delivery and outcomes are in line with project management principles and standards

Expand and embed the regional vision through ownership and management of initiatives like IELTS Counselling, specialization, and sales conversion strategies

Relationship and stakeholder management

Identify key stakeholders and build a clear understanding of their needs and expectations

Work within the Regional matrix to support and work across the Regional Sales and Customer Management teams, Regional Exams Centre Management, and Country leadership.

Finance and resource management

Directly plan and control specific cost variables (rather than the total budget) to meet established targets, ensuring compliance with all relevant corporate financial systems and processes

Using agreed financial procedures/templates conducts monthly and year-end analysis and reporting on income and expenditure/profitability and risk/pipeline/actual performance versus plan targets.

Role-specific knowledge and experience:

Experience in developing and implementing infrastructure and technology solutions that support business objectives

Project management experience including management of budgets and resources to support project implementation ​

Management of competing priorities to deliver effective and efficient solutions in a staged way

Significant experience in ongoing management of contracts, SLAs, and solution maintenance ​

Minimum requirements:

University Degree or degree-level (level 5 or above) qualification, and/or equivalent professional experience

Desirable:

Customer Service Professional Qualification

Technical qualifications such as Microsoft Azure Cloud certified, ITIL4 qualified

Experience of working with leading and working with dispersed teams across a large country or region

Service design experience

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