British Council
DUE: 26 JUN 2024
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.
Head of Exams Operations
The purpose of this role is to ensure effective, efficient delivery of the end-to-end operational cycle from capacity planning to post-test services across a cluster of countries or a large country. Accountable for developing the Operations strategy to ensure supply security, this role is ultimately responsible for customer experience, capacity, contingency, cost, consistency, operational compliance, and delivery of exams integrity. The role is also responsible for leading and embedding change/business improvement aligned with Global/Regional strategy.
Main Accountabilities But Not Limited To The Following
Product Service Delivery
- Strategises and develops 1-3 year Operations plan, including continual improvement to global standards, effective integration of new products/services /delivery methods and process/ systems changes
- 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)
Customers and Stakeholders
- Ensures achievement of Customer Experience standards and performance by regularly gathering feedback to drive improvement.
- Translates agreed cluster customer service and client management strategies into appropriate local operational policies and procedures.
Risk & compliance
- Contingency planning and risk management of supply.
- Sets standards for performance in Exam security and compliance including highlighting any issues of non- compliance.
Commercial & resource management
- Maintains relationship with Commercial for cost to serve and delivery feasibility.
- Stays within parameters on Operations budget, Cost management and efficiency of operational activities (including link to Finance and Procurement)
Leadership & management
- Ensures right capability in place through leadership development, succession planning and career coaching.
- Actively applies coaching, performance feedback and sickness/absence management techniques to maximise staff productivity and motivation in a high volume/pressurised delivery environment.
Role Specific Knowledge And Experience
- Experience in managing a large team.
- Experience managing Operations in a large-scale commercial business across several countries.
- Demonstrates the ability to sustain and/or grow a product/service in line with strategic priorities.
- Significant experience in delivering change across a business function.
- Takes a pro-active approach to identifying ways in which exams service can be improved and takes these forward.
Minimum Requirements
- Experience of overseeing daily operations in a business environment
Desirable
- University degree in any subject or relevant qualification
- Experience of leading on delivery of computer-based exams
- Experience working in an Exams environment.
Further Information
- Pay Band – BRC-7-F
- Contract Type – Indefinite
- Department: Exams
- Locations: South Africa and Zimbabwe
- Role holder must have existing rights to live and work in the country the role is based.
- Closing Date – 26 June 2024 applications will close 23:59 South Africa Time
TO APPLY
Click here to apply