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 Local Direct Hire: Applications are welcomed from candidates currently in this location with a natural right to work.
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 logistical 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 • Motivates and encourages team performance. • Plans and prioritises country's operational activities, and supports team development towards effective delivery of services • Manages day to day performance of country operations team, 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). • The post is expected to substitute for Country Operations Manager/ Head of Operations at times if required.
Role specific skill, knowledge and experience: Demonstrable experience, in large complex international organisation of: • Relevant experience of overseeing production of goods/provision of services • Experience of planning and delivery in a fast paced operational environment at a management level • Experience managing small teams or demonstrating management potential • Experience of delivery change and ensuring that new ways of working are embedded • Track record of working in a tightly controlled process driven environment
Person Specification • University degree in any subject or relevant qualification (Desirable) • The language proficiency level is required to be B2 or above – equivalent IELTS 6.5 or above.
Further Information • The candidate should have the right to live and work in Vietnam. • Regular domestic/international travel is required.
Closing date for application. 10th April 2023, 23:59 Hanoi time (GMT+07)
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.