Experience

IDP Education Pakistan

• Pakistan
• Education Management
• 1 - 100 Employee

• IELTS Operations Manager - Pakistan

  • Feb 2023 - Present

  • Leading/managing and accountable for the overall IELTS exam business and performance for the Country (Karachi, Lahore and Islamabad) and overseeing operations/compliance and business development for these offices and our satellite offices, ensuring that the planned targets are met. • Strategizing plans for leading Business Development and teams across the country and increasing the volumes/income of exams by increasing capacity of venues/resource/logistics • Spearheading the relationship management with key stake holders and partners (Ministry of Education/School leaders etc) in promoting IELTS and other services IDP Offers • Develop a strategy to expand our footprints to new cities within the country, creating awareness of IDP services and IELTS exams and establishing a presence and delivery model for the exams in these new markets • Developing and implementing short- and long-term objectives/plans for the different teams, mainly around business development, marketing and converting leads into sales for exams and increasing our market share • Revamping the Customer journey to ensure a seamless and consistent level of services being provided to all customer across all offices and locations, ensuring we meet the required KPI’s and our NPS scores • Analyzing data from our systems and preparing business cases for approvals for entering new territories and markets increasing the business • Creating synergy between the different teams and ensuring that business continuity is priority and required support is in place in case of unforeseen circumstances • Overseeing Compliance – ensuring that teams deliver the exams according to the required compliance and awarding body standards Show less



British Council

• United Kingdom
• Non-profit Organizations
• 700 & Above Employee

• • Jan 2020 - Dec 2022

  • Managing and accountable for the overall exam business and performance for the cluster and Overseeing Operations - Ghana/Senegal and Sierra Leone – Ghana income 6.6Million GBP and a surplus of 3.7Million that has been planned this year being the biggest exams business in the West Cluster.• Strategizing plans for leading the Business Development for and increasing the number of Key Accounts/Schools/ IELTS B2B partners and increase our business to other territories, increasing our Footprints in other neighboring countries. Ghana now has the highest number of British Council Partner Schools and IELTS B2B Partners in the West Africa Cluster.• Responsible and accountable for the Exams Business Planning for the cluster I manage and presentation to the regional team for sign off and approval for next financial years Including the IBAP (Integrated Business Action Plan)• Data Analysis for identifying new business pursuits and business in other countries increasing our presence• Contingency planning and ensuring that exams are delivered according to agreed SOP's• Monitoring of the exams business monthly to ensure that it is in line with the planned volumes and planned income targets and monitoring of the budgets with regards to the expenditure to ensure that we are on track and adjust if required so that we are reducing costs wherever possible• Managing the Supply and Demand aspect of the business by working closely with the Commercial team looking at the Demand forecast and constraints • Month end reporting on the required platforms for the exam business performance• Managing the British Council Relationship with key stakeholders and Exam Boards, Ministries, B2B partners and Schools• Responsible for the Marketing Budget and Marketing activities across for my cluster and other cities where we have our exams that I oversee• Ensuring that we have enough capacity for our exams delivery and ensuring that we enough capacity with resources to manage the exams business Show less

• • Nov 2018 - Dec 2019

  • Managing the exams business for Ghana and Managing Operations - income 2.4 million• Responsible for the overall business performance for exams and the exam budget• Lead the Business Development for Ghana and increased the number of Schools/ B2B partners by 65% and increased business to other territories.• Relationship Management with key stakeholders and Exam Boards, B2B partners and Schools• Responsible for the Marketing Budget and Marketing activities across Accra, Kumasi and other cities where we have our exams• Responsible for the implementations of the new projects that are to be rolled out under GNOME, BOSS, CD IELTS etc.• Ensuring that operations is managed effectively and efficiently by the team and aligning our systems and process across the country and other offices• Month End reporting on the business performance• Responsible for QCA and ensuring that the Ghana meets the standards according to QCA and that the team adheres to it effectively and that we are complaint• Standardizing our work across Ghana with exams operations i.e Accra and Kumasi where we have offices and other offsite locations where we deliver exams Tamale, Takoradi and Abidjan• Managing the Customer Services team and ensure that we meet the required NPS scores that have been set for the region,• Expanding our business to country/Cities where there is potential demand for our exams• Bring in cost efficiencies, so that we can increase our surplus and reduce our costs Show less

• • Jan 2013 - Oct 2018

  Managing the overall business for the IELTS operations for Sindh and Baluchistan.•To ensure that business targets are achieved and identifying ways of enhancing the business further.•To ensure that all the policies, procedures in place are adhered to at all times by the team and that all the deadlines are met effectively.•To reconcile all revenue collected with the finance team on a monthly basis and to ensure that all payments are accrued effectively.•To send quarter fee returns to the stakeholder within the set deadlines.•To manage the stock records for the IELTS department, Writing scripts, Listening & Reading answer sheets etc, to have records properly documented for audit purposes.•To build and maintain strong relationships with existing and potential partners to further enhance our business mutually.•Do spot checks on different examination activities to ensure compliance at all time, submit reports accordingly to management.•Work closely with the business development team in identifying ways of increasing the IELTS business in Sindh and Baluchistan.•Ensure that the global deadline in place for the different post exam activities are strictly adhered to at all times by the team especially the result release.•Lead and manage a team of at least 6 people directly, to ensure that global deadlines are met effectively and have regular meetings to discuss ways of improving the services we are providing to our customers. Show less

• • May 2004 - Dec 2012

  -Managing the IELTS test administration Pre exam and post exam -Managing Examiners -Scheduling candidates’ for their speaking test, sending out venue letters, emails and SMS for confirming their test details.-Relationship management with stake holders-Inspections of new schools interested in obtaining affiliation with British Council and Cambridge International-Re-Inspection of existing schools and submitting a report to Cambridge-Managing the reconciliation process for the number of candidates entered in the software and ensure that the fees collected is reconciled with the finance department before the deadline.- Managing the INSET workshops (delegation comes from the UK to deliver workshops to teachers) managing the entire process from registration of participants, collection for the payments, identifying the venue, managing the transport arrangement, hotel accommodation, workshop material etc -Exam management and delivery (Managed exam venues where 1200+ candidates would be accommodated) -External venue staff training/management-Contributing to Exam business plan-Managing registration, software’s in place for the IELTS candidates-Managing existing relationships with partners and identifying new or potential partners-Training and development of Venue staff. Show less



British Council, Karachi

• Assistant Examination Services Officer

  • Feb 2003 - Apr 2004

  -Registration of candidate to appear in the O&A Level Examinations -Managing the process for ensuring that pending cases are cleared before the deadline of the board -Supervising the examination sessions during May/June and Oct/Nov sessions -Visiting the outreach centres and conducting spot checks -Data entry of candidates into the software -Registration of candidate to appear in the O&A Level Examinations -Managing the process for ensuring that pending cases are cleared before the deadline of the board -Supervising the examination sessions during May/June and Oct/Nov sessions -Visiting the outreach centres and conducting spot checks -Data entry of candidates into the software



British Deputy High Commission

• Entry Clearance Assiatant

  • May 1999 - Sep 2002

  -Dealing with customer via face to face/ telephone/ email. - Assist The Entry Clearance Office in processing Visa applications - Verification of documentation submitted by applicant.( Property, bank statements, business documents with the local authorities) - Scheduling interviews for applicants - Data entry and data check in the software used by the Visa Section -collection and handing over the passport to the applicants before and after the visa process -Dealing with customer via face to face/ telephone/ email. - Assist The Entry Clearance Office in processing Visa applications - Verification of documentation submitted by applicant.( Property, bank statements, business documents with the local authorities) - Scheduling interviews for applicants - Data entry and data check in the software used by the Visa Section -collection and handing over the passport to the applicants before and after the visa process