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Job Title : Exams Operations Manager
Purpose Of Job
The purpose of this role is to ensure exams operations meet demand, whilst maintaining customer service quality, exams integrity and compliance standards in Singapore. This role is ultimately responsible for efficient and effective capacity, cost management, test day delivery expected to guide and coach team members to meet operations and service delivery standards.
Role context
The English and Examinations Strategic Business Unit (E&E) is one of three strategic business units in the British Council (the others being Arts and Education & Society) all of which have the remit to build trust for the people of the UK by building relationships through aspects of our language and culture. E&E achieves this by enabling people across the world to access the life-changing education and work opportunities that are created by learning English or gaining valuable UK qualifications. Promoting the English language also provides a medium for communication, helping break down barriers of misunderstanding or mistrust between cultures. The British Council's 2020 vision for English & Examinations is to be the world authority in high quality English language teaching, learning and assessment, as well as the International distributor of choice for UK professional and school qualifications.
The Examinations business makes a significant contribution to British Council financial sustainability, and as such, it is essential that the business evolves in order to maintain its position in a fast-changing operating context. There is a need to standardise and automate activities across the globe to deliver efficiencies, and there is also a requirement to develop new digital products and services to meet changing customer demands and competitive pressures. In a cost and resource-constrained environment, balancing the on- going requirements and allocation of funds will be critical, as will the integration and planning of the implementation of the different changes across a global network of 110+ countries charged with the on-going delivery of impact and income whilst changing key elements of the supporting operational platform.
Main opportunities/challenges for this role
Product 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 and requests cluster leadership and plans 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)
Customer service
- 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.
Relationship & stakeholder management
- Develops good working relationships with appropriate colleagues to facilitate effective and efficient service delivery.
- As required, supports the Head of Operations in hosting/attending external events or meetings, ensuring these run efficiently and effectively and that a positive, professional image is projected.
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 BC 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 in/to service/product/programme delivery.
- Makes appropriate contingency plans to manage delivery safely and effectively in challenging or high- risk circumstances.
Analysis & reporting
- Uses agreed financial procedures/templates, conducts monthly and year-end analysis and reporting on income and expenditure/ profitability and risk/pipeline/actual performance versus plan targets
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.
- Operates and runs regular reports on financial processes and procedures to enable effective budget and resource management.
Qualifications
(Desirable) University degree
Role Specific Knowledge And Experience
- Experienced in operational planning in a fast-paced operational environment at a management level
- Experienced in managing small teams
- Experienced in change management and not adverse to change
Further Information
Pay Band 6
Contract Type IDC
Department/Country- Country/Cluster Operations /SINGAPORE
Closing Date (Time) 9 December 25 (IST)
A connected and trusted UK in a more connected and trusted world.
Equality, Diversity and Inclusion Statement
We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.
Safeguarding Statement
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 in line with legal requirements and with the British Council's Safeguarding policies for Adults and Children.
If you experience any difficulties with submitting your application, please email [Confidential Information]
