Hub Operations Expert

About the Role:

• As a Hub Operations Manager, you will oversee end-to-end management of designated exam hubs or assessment centers, ensuring seamless execution of computer-based assessments.
• This role demands operational efficiency, people management, client coordination, and technical acumen to ensure standardized delivery and an excellent candidate experience.

Main Responsibilities:

• Exam Day Management:
  - Plan and execute all exam day activities including candidate registration, biometric verification, seating arrangements, system readiness, and secure exam delivery.
  - Lead and manage invigilators, technical staff, and administrative teams to ensure protocol compliance.
  - Handle real-time escalations related to system performance, candidate queries, or technical disruptions.
  - Ensure adherence to standardized testing procedures and service-level agreements (SLAs).
• Exam Center Operations Oversight:
  - Ensure 100% operational readiness of the hub including power backup, internet connectivity, hardware/software functionality, CCTV surveillance, and access control.
  - Conduct regular audits and inspections to verify compliance with security, safety, and cleanliness standards.
  - Coordinate with external vendors for services like catering, facility maintenance, housekeeping, and security.
  - Manage logistics and assets, including exam materials, candidate documents, and IT equipment.
• Team & Staff Management:
  - Recruit, train, and supervise temporary and permanent hub staff for exam operations.
  - Conduct training sessions on SOPs, security measures, candidate handling, and system operations.
  - Monitor team performance through KPIs and provide constructive feedback for improvement.
  - Manage rosters, attendance, and role assignment during high-volume testing periods.
• Client & Stakeholder Management:
  - Liaise with exam-conducting authorities, corporate clients, and educational institutions to ensure specific assessment requirements are fulfilled.
  - Provide pre- and post-exam reports, incident summaries, and candidate analytics to clients.
  - Address concerns, clarify guidelines, and ensure ongoing client satisfaction.
  - Identify opportunities to scale hub operations or onboard new clients for capacity expansion.
• Reporting, Documentation & Compliance:
  - Generate detailed reports on exam attendance and absenteeism, technical issues and their resolution, candidate feedback and service quality metrics.
  - Maintain compliance logs, incident records, and audit documentation as per internal and external regulatory guidelines.
  - Perform root cause analysis of operational issues and implement corrective actions.

Requirements:

• Operational Excellence:
  - Strong multitasking and organizational skills with the ability to manage multiple exams/hubs simultaneously.
  - Knowledge of operational KPIs and experience working in process-driven environments.
• Technical Proficiency:
  - Familiarity with exam delivery platforms, biometric systems, LAN/WAN infrastructure, and CCTV-based monitoring.
  - Ability to troubleshoot basic technical issues and coordinate with remote or on-site IT support.
• People & Stakeholder Management:
  - Strong leadership qualities with the ability to manage teams under pressure.
  - Excellent communication and interpersonal skills for interacting with candidates, staff, and client representatives.
• Problem Solving & Decision Making:
  - Quick decision-making ability in time-sensitive or high-pressure scenarios.
  - Analytical thinking for identifying process gaps and implementing continuous improvements.

Prior Experience:

• Bachelor's/master's degree in Operations Management, Information Technology, Engineering, or related fields.
• Prior experience in managing IT-enabled service centers, Telecom operations, Call centers, or assessment centers.
• Experience in a 24x7 operational environment is a strong advantage.
• Exposure to exam delivery tools, incident management systems, and basic IT troubleshooting tools.