Job Description

An ASX100 business part that is owned by Australian universities, IDP is a pioneer in international education services. Our core business lines include student placement to Australia, US, UK, Canada and New Zealand institutions, English-language testing and training. We are on a mission to build the world's leading platform and connected community to guide students along their journey to achieve their lifelong learning and career aspirations. As a co-owner of IELTS, we deliver the English test that is trusted by more governments, universities and organisations than any other. We also operate English language teaching schools in South East Asia. We are innovators, driven by the needs of our customers and deep data insights. Our 5,000 team members based around the world understand that our services change lives – not only of our customers, but their wider communities. By combining empathy and professional expertise with digital excellence, we create launch pads for our customers to achieve global success. POSITION PURPOSE As IDP’s digital transformation gathers momentum, we are re-building our business enablement teams dedicated to providing professional and top-notch support to IDP’s internal stakeholders and business partners. The team will play a pivotal role in adoption of IDP’s Digital Events and Student Essentials services and platforms by the expanding counsellor and marketing teams. The team will facilitate new Student Essential partner onboarding onto our platforms and cross-train IDP’s network staff on platform implementation. The team will liaise with our product development teams, both business and technical, to ensure IDP’s digital products cater to the needs and requirements of our network teams. RESPONSIBILITIES We are looking for an exceptional talent to manage the Business Enablement team as we embark on an ambitious growth journey for the Student Essentials and Digital Events services. As the manager of the Business Enablement Team, you will uplift and upskill your team to deliver an outstanding customer experience for our internal stakeholders as well as IDP’s ever expanding student community. You will create and implement successful enablement strategies, encourage increased and optimal usage of our platforms by the network teams, and improve outcomes for IDP and our institution partners. You will work closely with our business partners and counsellor community to feedback to our product teams on user expectations and requirements to help us deliver business growth.

Key Responsibilities

• Set up an optimal process to fulfil requirements.

• Based on process objectives set process KPI’s and SLA’s and ensure teams adherence to the same.

• Oversee & create management reports and dashboards.

• Highlight Risks and dependencies.

• General administration tasks as required

• Ad hoc analysis and reports as required

• Manage stakeholders and handle escalations.

• Leverage feedback to identify improvements to set operational processes

• Coordinate to implement improvements in operational processes

• New Vendor Additions /New Product Launch etc.

• Create a Continuous improvement culture to optimize the operational processes

• Coordinate process improvements across the network whilst maintaining standardization

• Ensuring that the business is ready to adopt improvements

• Actively review Counselor and Product Owner Feedback.

• Hire the right talent as we build an enablement team that can offer support services at scale

• Motivate team and find ways to encourage them to do their jobs better

• Provide mentoring, guidance and training to team as required

• Communicate effectively with the team members as well as management and bridge the gap between various functional teams at IDP.

• Bachelor's degree from a recognized institution

• Minimum 10+ years working experience in sectors such as international education, finance, banking or other relatable sectors
• Demonstrated experience in establishing a continuous improvement process that helped in improving the customer experience
• Demonstrate excellent analytical skills
• Exceptional written and verbal communication skills in English, influencing and customer management skills.
• Desire to learn, ability to understand and become knowledgeable of complex standards, policies and procedures and regulations and to complete work in compliance of these and other standards.
• Strong business acumen, ethics, and high integrity

• Strong time management and the ability to manage shifting/conflicting priorities.

• Project Stakeholders incl. Stream and Squad Leads
• Business stakeholders
• Product owners
• Business analysts
• Counsellors & Office Managers
• Sales support team.

• External nominated Stakeholders
• Third party Vendors and Suppliers