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.
