Responsibilitlies:

Product/programme/service delivery

• Supports Exams Operations Manager in developing Test Day Delivery Resources Plan that contributes to the realisation of Hong Kong Exams business targets, and leads the execution of the Plan

• Supports decisions of Operations Manager with the selection of venue staff, sets performance expectations and maintains positive relations

• Plans and deploys engagement plan for Venue Staff

• Supervise planning and delivery functions in preparation for Test Days in line with company process, ensure that work is carried out effectively and efficiently according toinstructions and requests from cluster operations within agreed deadline

• Plan and supervise Venue Staff monitoring, and issues identified are timely addressed

• Supports the selection of suitable venues

• Undertakes other administrative work as required

Customer service

• Receives and responds to 2nd level enquiries from/to customers, coordinates
  resolution within agreed deadline

• Conduct regular analyses on incidents arising (e.g. complaints, resourcing problems, logistical or technical difficulties), proactively alerts Exams Operations Manager to any issues of concern that are likely to impact service/project/task delivery or customer experience, and implement agreed improvement effectively

Analysis & Reporting

• Uses standard procedures and templates, regularly records, analyses and reports on operational activity such as venue staff performance to support senior managers in making timely and effective business decisions that respond to operational needs.

• Leads wash-up meetings to review Test Day performance delivery, continual improvement and corrective actions

Leadership & management

• Line manage Test Day Delivery Coordinators in accordance with the corporate performance management system

• Plans and prioritises 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

• Tasks and coordinates others (e.g. internal colleagues or external contractors/suppliers) to complete time-limited, straightforward activities within established procedures, in order to ensure efficient delivery of services

• Monitors task completion to agreed quality and time standards.

Requirement:

• Bachelor Degree or above is preferred
• A good working knowledge of spoken and written English (IELTS 6.5 or equivalent)
• Fluent Cantonese
• Good Customer relationship management and Vendor management
• Minimal team supervision
• Good time management
• 1 - 2 years of Educational or Exam Services related experience is an advantage
• Problems solving skills

ManpowerGroup Hong Kong

ManpowerGroup Hong Kong (Registered as Manpower Services (Hong Kong) Limited) provides employers a range of services and solutions for the entire employment and business cycle including permanent, temporary and contract recruitment; employee assessment and selection; training; outsourcing and consulting. We help both companies and individuals achieve more than they imagined.

ManpowerGroup Greater China

ManpowerGroup Greater China Limited (Stock code: 2180 HK) started its business in Hong Kong and Taiwan in 1997. Since that time, it has accelerated its market expansion and now provides services to its clients in over 130 cities in the Greater China markets and operates in more than 20 offices. ManpowerGroup Inc. (NYSE: MAN), our largest shareholder, is a world leader in workforce solutions and services – with a long operating history of more than 70 years.

We commit to unleashing the power of the human potential for progress. We are well recognized by clients and associations through our contemporary offerings of flexible staffing, head-hunting, recruitment process outsourcing, talent management and training, and other integrated service solutions. As a testament to our commitment, we have received such honorable recognition as "Asia-Pacific Human Resources Service Leading Enterprise".