Doha Zahreddine

- Implement a range of standardised, operational procedures and systems within a given work plan to achieve specified, clearly measurable targets (revenue, volume, time and/or cost)
- Plan and organize given resources (often at short notice) to ensure that work is carried out efficiently and effectively
- Drive continuous improvement at country level in the efficiency/cost effectiveness / quality of service delivery
- Motivate and drive team performance
- Plans and prioritise country's operational activities, and support team development towards effective delivery of services
- Take end-to-end accountability for researching and obtaining satisfactory and timely resolution of complex/escalated customer (internal or external) operational complaints and issues. Ensure the customer is kept informed throughout the process.
- As required, support senior colleagues in hosting/attending external events or meetings, ensuring these run efficiently and effectively and that a positive, professional image of the BC is projected.
- Use standardized processes to monitor team/unit compliance with agreed corporate risk management procedures relevant to service delivery (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the BC and its customers at all times.
- Ensure team receives and maintains appropriate induction/training in all relevant risk management procedures.
- Use standard corporate protocols to assess a range of risks in to service / product / programme delivery
- Make appropriate contingency plans to manage delivery safely and effectively in challenging or high-risk circumstances
- Directly plan and control specific cost variables (rather than the total budget) to meet established targets, ensure compliance with all relevant corporate financial systems and processes
- Actively seek to maximize value for money when acquiring resources, goods or services for the country operations.
- Use agreed financial procedures / templates, conduct monthly and year-end analysis and reporting on income and expenditure/ profitability and risk / pipeline / actual performance versus plan targets

 Administer University and Professional exams in accordance with Corporate guidelines and Examining body regulations as well as conducting Aptis tests for schools, universities, and corporates.
 Promote UK examinations and Aptis (British Council computer based test to evaluate the level of English of students or employees)
 Proactive collaboration with front line staff to ensure information about Examinations Services is understood and available.
 Recruit, train and supply suitably-qualified venue staff and provide performance appraisal/feedback
 Arrange exam venues and logistics in accordance with Exam Board regulations and in line with local requirements.
 Deal with specialised enquiries about examinations as required and be in contact with boards and candidates
 Maintain a strong relationship with universities, schools and companies considered as key clients
 Facilitate a range of financial services through customer services including registrations & cash collection. Prepare invoices and manage income reconciliation, record daily financial transactions, monitor expenses on venue staff/ venue/ examination board/ payments and other direct activity related to the product
 Agree and review Performance Portfolio of staff line managed as per corporate policy. Ensure
suitable cover for the Examinations services manager post so that it is adequately staffed in times of sickness or leave

- Performing the administrative wok related to the IELTS TEST: registering candidates, creating databases according to different systems we are using (ORS, IAM, IWAS).
- Releasing PO's, preparing invoices, sales orders on SAP
- Following up with the customers to provide the necessary documents to complete their registration, and replying to their enquiries and complaints.
- being in daily contact with the customer service department to ensure that they are conveying the accurate information to the customers and to match the receipts with the finance report.
- training the venue staff to use IAM system and guiding them to apply IELTS rules and regulations.
- sending results to customers and requested universities by courier or online (for recognizing organizations)
- dispatching the enquiries on results to UK
- preparing the refund forms for candidates (online or cash refund)