Executive - OSM Support HUB

IDP Education Ltd; Gurugram District; On-site; INR 300,000 - 500,000; Full time

Job summary

IDP Education Ltd in India is seeking an operations-focused professional to manage day-to-day BAU tasks with strict SLA adherence. The role emphasizes accurate communication, high-quality service, and seamless coordination with IELTS-related processes and test centres.

The ideal candidate should have a graduate degree, strong MS Excel skills, and a proactive, analytical approach to ensure smooth test cycles and timely issue resolution.

Qualifications

• Must be a graduate with core experience in operations.
• Strong oral and written communication.
• Excellent customer service skills and MS Excel proficiency.
• Tech-savvy and proactive in meeting SLAs.
• Good analytical skills and flexibility to work shifts.

Responsibilities

• End to end management of test cycle completions IOC and IOC+P.
• Adhere to quality standards as per IELTS procedures and directives.
• Communicate with IELTS volume and internal stakeholders promptly.
• Provide LIVE test support for VCS test and coordinate with test centres.
• Share timely monitoring advice to test centres for speaking results.

Skills

Oral and written communication

Customer service

Technical aptitude

Proactive SLA

Analytical skills

Shift flexibility

Rotational shifts

Education

Any Graduate in Operations

Tools

MS Excel

Job description

Job Description:

About IDP

IDP is the global leader in international education services, delivering global success to students, test takers and our partners, through trusted human relationships, digital technology and customer research. An Australian-listed company, we operate in more than 50 countries around the world.

Our team is comprised of over 7,000 people of various nationalities, ages and cultural backgrounds. Proudly customer-first, our expert people are powered by global technology. Together, we offer unmatched services, helping local dreams become realities, all over the world.

Learn more at www.careers.idp.com

Role purpose

Contribute to smooth running of day-to-day operations in BAU in accordance with the Risk Management Plan, being in line with the agreed objectives & meeting set SLAs with high accuracy.

Key accountabilities

• End to end management of test cycle completions IOC & IOC+P
• 0% tolerance, deviation to any laid down processes.
• Ensure adherence to quality standards as defined by IELTS Manuals of Procedure and any IELTS Australia directives.
• Internal Communication of IELTS Volume.
• LIVE test support for VCS test
• Prompt communication with test centres, Stake Holder, Resolver group, Service Desk to ensure passing of necessary information and quick replies to stake holders.
• Update test centres about successful reconciliation after all sessions have been reconciled
• Timely issuance of monitoring advice to test centres for completing speaking results.
• Prompt communication with test centers, IVE, PSN and QNC, Cambridge, CMDS, BX and all internal stakeholders to ensure passing of necessary information and quick replies to stake holders.
• IELTS paper Scanning Support

Required experience

• Any Graduate with core experience into Operations
• Strong Oral and Written Communication
• Great Customer Service Skills
• Knowledge of MS office (MS Excel in Specific)
• Technically sound to adopt latest software.
• Proactive approach in meeting the SLAs.
• Good analytical skills
• Flexible with shifts (Rotational)

Flexible with WOFF's (Rotational)