Mohamed Yusuf Hameed

• Supervising and supporting team activities to resolve day-to-day operational issues to deliver high-quality, consistent, and efficient services.
• Identifying and managing critical business processes to enable the marking hubs to ensure every marking cycle is completed within a given time frame and in compliance with IELTS policy.
• Making recommendations to senior managers on procedural improvements, resource requirements, and other operational initiatives to drive enhanced team performance, cost-effectiveness, service quality and efficiency.
• Undertaking regular quality checks and reviews, following agreed corporate or relevant external protocols, to monitor the quality, consistency and effectiveness of Results delivery.
• Reports on findings and recommends appropriate remedial actions as required and highlighting to senior managers any instances of non-compliance. Using standard corporate protocols to assess a range of risks in service delivery, reporting on findings, and recommending appropriate remedial actions as required.
• Maintaining a culture within the team of proactively chasing and resolving missing results ‘0% unexplained missing results.
• Conducting analysis using a range of standard methodologies and across multiple data sets to provide high quality and evidence-based recommendations on procedural improvements or highlight resource requirements needed to enhance operational performance.
• Establishing processes to provide executive reports with analysed data to demonstrate efficient use of resources in meeting global OSM demands.

Overseeing IELTS operations across Qatar, managing 150 staff including Examiners, Clerical Markers, Invigilators, and four direct reports. Ensuring IELTS exams in Qatar is delivered to the highest standard with the required compliance level. Constantly reviewing the customer journey and making necessary changes to make a smoother customer journey. Overseeing all the administration tasks for 15,000 candidates annually.

Managing examiners according the Professional support network which includes examiner transfer's, Recruitment, Training, monitoring and self access standardization.

Provide administrative and logistical support to Line Manager, Head Exams Operations & Compliance (HEOC) and Country Examinations Manager (CEM).