Exams Operations Manager
British Council
Taguig, East Asia, PH
8h ago

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.

We work in two ways directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world.

We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities.

We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.

These connections lead to an understanding of each other's strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained.

We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Role Purpose :

The purpose of this role is to ensure exams operations meet demand in customer service quality, exams integrity and compliance standards.

This role is ultimately responsible for efficient and effective capacity, cost management, test day delivery and expected to guide and coach team members to meet operations and service delivery standards.

Main accountabilities but not limited to the following :

Service delivery

  • Implements 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).
  • Receives instructions, requests, and plans from cluster leadership and organises given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively.
  • Adapts work plans where necessary to meet customer expectations
  • Drives continuous improvement at country level in the efficiency / cost effectiveness / quality of service delivery.
  • Uses a range of standardised systems and processes to plan and coordinate effective, timely and cost-effective logistical support to enable the delivery of high-quality services to a range of customers (internal and / or external).
  • Leadership & management

  • Motivates and encourages team performance.
  • Plans and prioritises country's operational activities and supports team development towards effective delivery of services.
  • Manages day to day performance of country operations team, dealing with sickness, discipline, motivation etc., to ensure high quality service delivery is maintained at all times.
  • Risk & compliance

  • Uses standardised 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 British Council and its customers at all times.

  • Highlights to senior managers any instances of non-compliance.
  • Ensures team receive and maintain appropriate induction / training in all relevant risk management procedures.
  • Uses standard corporate protocols to assess a range of risks into service delivery.
  • Makes appropriate contingency plans to manage delivery safely and effectively in challenging or high-risk circumstances.
  • Relationship & stakeholder management

  • Supports the selection of and setting performance expectations for venue staff and maintains positive relations.
  • Develops good working relationships and engagement with venue staff and appropriate colleagues throughout the BC to facilitate effective and efficient service delivery.
  • As required, supports 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.
  • Customer relationship & stakeholders

  • Takes end-to-end accountability for researching and obtaining satisfactory and timely resolution of complex / escalated customer (internal or external) operational complaints and issues, coordinating input from other colleagues / departments / managers as required, to do so.
  • Ensures the customer is kept informed throughout the process.
  • Commercial & resource management

  • Directly plans and controls specific cost variables (rather than the total budget) to meet established targets, ensuring compliance with all relevant corporate financial systems and processes.
  • Actively seeks to maximise value for money when acquiring resources, goods or services for the country operations.
  • Analysis & reporting

  • Uses agreed financial procedures / templates, reviews month-end reports and income reconciliations and conducts monthly and year-end analysis on expenditure versus planned budgets.
  • Role specific knowledge and experience :

  • Experience managing logistics
  • Experience in managing small teams or supervisory experience
  • Ability to organize schedules of work and staff plans
  • Identifying ways in which services can be improved (e.g., customer experience)
  • Experience of overseeing daily operations in a business environment.
  • Further Information :

    Pay Band : 6 (from Php 60,804 per month)

    Contract Type : Indefinite

    Location : Taguig City, Philippines

    Requirement :

  • Candidates must have the right to live and work in the country in which the role is based.
  • Closing Date : Wednesday, 26 January 2022- 23 : 59 Philippine Time (GMT +8)

    A connected and trusted UK in a more connected and trusted world.

    Equality , Diversity, and Inclusion (EDI) Statement

    The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do.

    We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability.

    All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status.

    We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

    The British Council is committed to safeguarding children, young people and adults who we work with.

    We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

  • Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed;
  • these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

    If you have any problems with your application please email

    Please note : Applications to this role can only be considered when made through the Apply section of our careers website.

    Our ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website.

    Emails with supporting statements and CV / Resumes sent to this email address will not be reviewed and will be deleted.

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