Operation Resource Pool Manager

2 weeks ago


Ho Chi Minh City, Ho Chi Minh, Vietnam British Council Full time
Operation Resource Pool Manager

Date:8 Nov 2023

Location:
Ho Chi Minh City, East Asia, VN

Company:
British Council

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK.

We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In we reached 650 million people.

Pay Band - 6 | Contract Type - Indefinite

Location of the Role:
To be based in either Ho Chi Minh City or Hanoi, Vietnam.

Role Purpose


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

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.

This role has a specific responsibility for the management of partner, venue and other contracts.

Main accountabilities:

Product Service Delivery

  • Reviews capacity demands with Commercial counterparts and develops short term and long term Resourcing Strategy (i.e. for staff and partners involved in delivery of exams products and services)
  • Manages internal/external SLA's (Service Level Agreements), with HR to ensure strong pipeline of skilled and motivated resource pool to support exams delivery.
  • Develops and advises on Performance Standards, Engagement Strategy and succession plan to maintain productivity and quality standards.
  • Develops Test Day resource plan to match individuals to required resource profile.

Customer service

  • Take endtoend 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

  • Advises on or directly engage with Venue Staff or Examiners when and issues/ complaints arise to provide solutions.
  • Develops good working relationships with appropriate colleagues.

Risk & compliance

  • Contingency planning and risk management of supply.
  • Set standards and performance manage Exam security and compliance.
  • Serves as point of escalation for Country Operations Managers on significant issues.
  • 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, antifraud measures) to protect the interests of the BC and its customers at all times.
  • Contingency Planning.

Analysis & reporting

  • Supports daily/weekly planning/capacity meetings.
  • Holds daily dashboard, weekly reporting, cost to resource.
  • Analyses outcomes and recommends improvements to resourcing standards.

Commercial & resource management

  • Plans and manages the Resource Budget for the cluster.
  • Operates and runs regular reports on range of standard, corporate financial processes and procedures to enable effective budget and resource management for the team, unit or project(s) e.g. purchase order system, FABS, SAP, procurement processes.
  • Actively seeks to maximise value for money when acquiring resources, goods or services.

Leadership & management

  • Motivate and encourage team performance.
  • Plan and prioritise country's operational activities, and support team development towards effective delivery of services.
  • Coaches and guides towards team performance of the country operations team, working with country leadership to address skills or motivation gaps as it arises.

Role specific knowledge and experience:

  • Experience of developing and delivering accurately a large resourcing plan to meeting capacity requirements.
  • Must have knowledge/ experience in child protection policies and practices.
  • Experience working in an exams environment and knowledge of PSN standards for management of examiners.
  • Excellent communications skills.
  • Experience or ability to manage large remote teams of nonpermanent resource including oversight of performance.
  • Knowledge of British Council EDI and recruitment policy's and standards.
  • Experience working in Exams environment is desirable.
  • Experience of leading on delivery of computer based exams is desirable.

Role Specific Skills and Qualifications:

  • Relevant experience of overseeing production of goods/provision of services is essential.
  • Experience in people mana


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