Head of Operations - Geography (North)
British Council
Islamabad, PK
18h ago

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.

Location : Islamabad

Department : Examination

Contract type : Indefinite

Closing date : 25 September 2021

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 the geography.

This role is ultimately responsible for efficient and effective capacity & contingency planning, strong customer experience and operational compliance and delivery of exams integrity, cost management, test day & post-test day delivery.

The role is also responsible for leading and embedding change / business improvement aligned with country and Regional strategy.

This role will also be leading on delivery of large-scale computer based tests for the British Council through different delivery models.

Main Accountabilities :

Product Service Delivery

  • Responsible for CiCo and BOSS to record attendance
  • Supports the delivery of 1-3 year Operations plan, including continual improvement to 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)
  • Implements SLA (Service Level Agreement) requirements and performance management of supporting functions / external suppliers
  • Prioritises work and resolves day-to-day operating resource issues to ensure high quality, consistent and efficient services are delivered
  • Accountable for the performance of CMR & Logistics teams
  • Accountable for the performance of Test Day and Post Test Day teams
  • Accountable for Venue Management teams
  • 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 at second level, coordinating input from other colleagues / departments / managers as required, to do so.
  • Ensures the customer is kept informed throughout the process.

  • Translates agreed customer service and client management strategies into appropriate local operational policies and procedures at second level
  • Monitors and reports on the achievement of agreed customer satisfaction performance targets at second level.
  • Relationship & stakeholder management

  • Develops good working relationships with appropriate colleagues to facilitate effective and efficient service delivery, especially with the Account Relationship Management team
  • As required, supports the 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.

  • Takes responsibility for resolving 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 service / product / programme delivery.
  • Makes appropriate contingency plans to manage delivery safely and effectively in challenging or high-risk circumstances
  • Analysis and 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
  • Leadership & management

  • Motivates and encourages team performance.
  • Ensure right capability in place through leadership development, succession planning.
  • Manages day to day performance of CMR / Logistics, Test & Post Test day teams, dealing with sickness, discipline, motivation etc.
  • to ensure high quality service delivery is maintained at all times

  • Tasks and coordinates others (e.g. third party suppliers, external partners and internal colleagues) to complete activities in accordance with agreed service delivery / contractual / project milestones or requirements (e.
  • g. cost schedules, time deadlines etc).

    Child Protection

  • Ensure strict application of child protection implementation standards in planning, implementation and monitoring in exams as per Child Protection Policy and to escalate child protection issue to the Head of Child Protection Pakistan.
  • Ensure safe recruitment process are consistently followed and sustained for venue staff and third parties.
  • The post holders must ensure that his / her behaviour is in line with child protection code of conduct with interacting with children.

    A connected and trusted UK in a more connected and trusted world.

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