Cmr and Logistics Assistant Manager, Vietnam

2 weeks ago

Hanoi, Hanoi, Vietnam British Council Full time
CMR and Logistics Assistant Manager, Vietnam Examination

Date:27 Mar 2024

Location:
Hanoi, 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 - 5 | Contract Type - Indefinite | Location - Hanoi, Vietnam

Role Purpose


This role is broader than CMR and includes managing Logistics and quality of all materials to run Test Day including uniforms, banners, scanners, equipment.

The role is also responsible for ensuring timely scanning and submitting of exam papers to meet requirements for marking. Also minimising paper wastage whilst having latest closing time for registration (i.e. day before) working with the Planner where relevant (I.e. not digital or Schools).

Main accountabilities:

Product Service Delivery

  • Oversees the functions of confidential materials handling and the Confidential Materials Room (CMR) to ensure British Council standards are met in set up and day to day operations.
  • Plans and ensure sorting and packing of confidential exam materials for designated test venues.
  • Leads the reconciliation of exam materials and papers received are as per plan, escalate any discrepancies.
  • Plans and ensure adequate suitcases and storage materials for distribution ordering and budget management.
  • Plans for Test Day resources ordering, quality, distribution and management (e.g. process guides, stationery, branding/signage/ technical equipment speaking test/hand scanners)
  • Ensures the proper procedures and documentation is adhered to when handing over to courier.
  • Ensures proper script receipt tracking, packing and return OR scanning, store and shredding.
  • Provides timely escalation of issues, enabling the adaptation of work plans where necessary.
  • Supports continuous improvement in efficiency/cost effectiveness/quality of service delivery/systems in the team.

Customer Service

  • Takes 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

  • Receives instructions and requests from cluster operations, Operations Manager and plans to ensure that work is carried out efficiently and effectively.
  • Develops good working relationships with appropriate colleagues to facilitate effective and efficient service delivery.

Risk and Compliance

  • Ensure adherence to CMR standards and management as set forth and carry out frequent random checks to proactively prevent issues from arising.
  • Provide support and reporting for audits and performance reviews.
  • Follows agreed corporate risk management processes and procedures when delivering services (e.g. child protection, security policies, financial protocols, antifraud measures) to protect the interests of the BC and its customers at all times.
  • Creates awareness within the country team on the importance of maintaining the standards around CMR and distribution of exam related materials, provide feedback if behavioural gaps are observed.

Analysis & Reporting

  • Using standard procedures and templates, regularly records, analyses and reports on operational activity levels and performance data, to support senior managers in making timely and effective business decisions that respond to operational needs.

Commercial & Resource Management

  • Manage courier SLA/performance standards and builds relationship with courier service provider in country, proactively seeking out and updating courier panel so that quality of services and cost elements are in accordance standards.
  • Uses standardised systems and processes to plan and coordinate effective, timely and cost effective logístical support to enable the delivery of high quality services.
  • 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.

Leadership & Management

  • Supervision and involvement of colleagues or team member/s to assist with related tasks.
  • Prioritises own work activities, which span across a range of different work streams. Likely to manage the day

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