CMR and Logistics Assistant Manager, Vietnam Examination

British Council
April 10, 2024
Offerd Salary:Negotiation
Working address:N/A
Contract Type:Other
Working Time:Negotigation
Working type:N/A
Ref info:N/A
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 2021–22 we reached 650 million people.

Pay Band – 5 Contract Type – Indefinite Location – Hanoi, Vietnam

Locally Recruited: Applications are welcomed from candidates with a right to work in Vietnam for an employment purpose.

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 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

  • 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, anti-fraud 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 logistical 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 to day performance of 1-2 team members, 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.).
  • Role specific knowledge and experience:

  • Experience working in an operations environment managing confidential materials
  • Experience of leading on delivery of computer based exams
  • Working in a challenging environment operating against very tight deadlines
  • Experience working in a compliant and regulated environment
  • Has the ability to build relationships with external stakeholders (i.e. exam boards)
  • Minimum 12 months experience in managing a team
  • Role Specific Skills and Qualifications:

  • Experience working in a relevant field
  • English C1 (Aptis, IELTS 6.5 or equivalent)
  • Bachelor's Degree in any subject or relevant qualification is desirable.
  • Track record of working in a tightly controlled process driven environment.
  • Closing Date for Application: 10th April 2024, 23:59 Vietnam Time (GMT+08)

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

    Equality , Diversity, and Inclusion (EDI) Statement

    The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

    The British Council is committed to safeguarding children, young people and adults who we work with.

    We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

    Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council's Safeguarding policies for Adults and Children.

    If you have any problems with your application please email [email protected]

    Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR' email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.

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