EOR Officer

Main opportunities/challenges for this role

• Service delivery
• Ensures the results are released within 24 hours from receipt of Senior Examiner Manager while monitoring the accuracy of the released results.
• Manages the various applications related EOR team inboxes, dealing with enquiries.
• Improves EOR service quality by assisting in evaluating and updating current EOR procedures.
• Receives instructions and requests from EoR managers and Examiners, and plans and organizes given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively
• Provides timely feedback on EoR marking issues and events to more senior managers, enabling the adaptation of work plans where necessary and supporting continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the team.
• Provides proactive and timely support to the EoR Support Manager and team members if and when required.
• Provides administrative support in the recruitment, training, standardization and monitoring of EoR markers.
• Customer service
• Takes end-to-end accountability for researching and obtaining satisfactory and timely resolution of complex/escalated queries from Senior Examiners and Centres. Coordinating input from other colleagues/departments/managers as required, to do so. Ensures the Senior Examiner/Centre is kept informed throughout the process.
• Relationship & stakeholder management
• Develops good working relationships with appropriate colleagues throughout the BC to facilitate effective and efficient EoR results turnaround.
• As required, supports senior colleagues in hosting/attending EoR events and wider IELTS events as deemed appropriate by team manager, ensuring these run efficiently and effectively and that a positive, professional image of the BC is projected.
• Risk & compliance
• Follows agreed corporate risk management processes and procedures when delivering services (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the BC and its customers at all times.
• Analysis & reporting
• Using standard procedures and templates, to produce weekly, monthly, and quarterly reports for the EoR Managers on EoR services. These reports analyze operational activity levels and performance data, to support managers in making timely and effective business decisions that respond to operational needs.
• Commercial & resource management
• Operates and runs regular reports on a range of standards, corporate financial processes, and procedures to enable effective budget and resource management for the EoR- e.g. purchase order system, FABS, SAP, procurement processes.
• Actively seeks to maximize value for money when booking meetings and training venues for Senior Examiner meetings and training sessions.
• Leadership & management
• Plans and prioritizes own work activities, which span across a range of different work streams, responding to changing and at times competing requirements to ensure effective delivery of responsibilities over a weekly/monthly time horizon.
• Likely to manage the day-to-day performance of a more junior team (temporary staff), dealing with sickness, discipline, motivation etc., to ensure high quality service delivery is maintained at all times.
• Tasks and coordinates offshore centre to complete activities in accordance with agreed marking deadlines.

Skills Required
Service Delivery, Stakeholder Management, Risk Management