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Examinations Operations Manager

2 months ago

Hanoi, Vietnam British Council Full time

Examinations Operations Manager

**Date**:27-Mar-2023

**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 2021-22 we reached 650 million people.

**EmploymentType - Indefinite | Pay Band - G/6 | Location - Hanoi, Vietnam**

**Role Purpose**

The role purpose of
**Examinations Operations Manager** in the British Council Vietnam, Hanoi is to ensure exams operations meet demand, whilst maintaining customer service quality, exams integrity and compliance standards in Taiwan. 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 is located within the Global Exams Delivery team and reports to Head of Operations, Exams.

You will be responsible for the day to day delivery of one or more Exams business services including;
- Support Exams Operations Team focusing on Aptis ESOL. Due to the high volume of Aptis ESOL next year (almost double the volume) and many test venues in across the country, as well as there are more complicated malpractice cases reported in Vietnam.
- Support Exams team to set up more 5-7 Aptis ESOL test venues in other cities, review and monitor the exams procedure together with GA/BA team and enhance the compliance level on Aptis ESOL Operations.

**Main accountabilities but not limited to the following**:
**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 logístical 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.

**Leadership & Management**
- Mo

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