Exams Operations Officer

3 weeks ago

Hanoi, Vietnam British Council Full time

Exams Operations Officer

**Date**:16-Feb-2023

**Location**: Hanoi, East Asia, VN

**Company**:British Council

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.

**Contract Type : Fixed term 2 years (extendable) |**

**Pay Band : H/4 |**

**Location : Hanoi, Vietnam |**

**Role Purpose**

The role purpose of
**Exams Operations Officer **in the British Council Vietnam is to ensure effective and efficient delivery of Exams within a small or remote exams office location.
To handle confidential materials during the multiple exchanges in country/location in accordance to compliance standards. To manage test delivery, Venue Supervisor engagement, relationship and performance. To co-ordinate and manage any risk or issue resolution, including co-ordination of customer communication directly or through customer services. To be point of contact for Venues/Venue Supervisors on the day.

**Main accountabilities but not limited to the following**:
**Product Service Support**
- Undertake the related planning and delivery functions in preparation for Test Days in line with BC process
- Receives instructions and requests from cluster operations, 5 days before Test Day itself and plans and organises given resources accordingly (often at short notice) to ensure that work is carried
- out efficiently and effectively
- Scan dashboards to monitor performance and identify issues
- Deploy engagement plan for Venue Staff. Supports decisions of Operations Manager with the selection of venue staff, sets performance expectations and maintains positive relations
- Supports 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.
- Undertakes sorting and packing of exam materials to for designated test venues. Ensures exam materials are received at Test Centre and stored securely
- Supports tasks to reconcile exam materials and papers received are as per plan, report and escalate any discrepancies.
- Undertake handling of suitcases and storage of materials. Ensures the proper procedures and documentation is adhered to when handing over to courier or test day staff.Ensures proper script
- receipt tracking, packing and return OR scanning, store and shredding
- Supports the selection of suitable venues, planning for Test Day resources ordering, quality, distribution and management (e.g. process guides, stationery, branding/signage/ technical equipment
- speaking test/hand scanners)
- Provides timely escalation of issues, enabling the adaptation of work plans where necessary.

**Test Delivery Support**
- Manage or support the Test Day Supervisor to manage tests delivery. Maintain the integrity and reputation of the British Council and the various examination boards by ensuring that tests are
- delivered to prescribed customer service, security and administration standards.
- Inspect the venue to ensure that arrangements meet agreed requirements and standards.
- Be familiar with the emergency procedures for the test day venue and ensure all venue staff are briefed accordingly.
- Ensure that all test day records are completed and maintained accurately as required by British Council Examinations Services.
- Whenever possible, resolve issues that arise on the day according to procedures.
- Report any incidents, emergencies or breaches of security to the appropriate British Council Examinations Services staff.

**Customer support**
- Receives and responds to enquiries from/to customers, and may be a specific point of reference on queries relating to an area of nominated expertise or responsibility. Identifies where more
- complex issues require resolution by others and refers them on accordingly

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