Exams Operations Officer
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 – 4 Contract Type – 2 Years Fixed Term Contract Location –
Hanoi, Vietnam
Locally Recruited: Applications are welcomed from candidates with a right
to work in Vietnam for an employment purpose.
Role Purpose
The purpose of this role is to ensure effective and efficient delivery of
Exams within a small or remote exams office location.
To handle confidential materials during the multiple exchanges in
country/location in accordance to compliance standards. To manage test
delivery, Venue Supervisor engagement, relationship and performance. To co-
ordinate and manage any risk or issue resolution, including co-ordination of
customer communication directly or through customer services. To be point of
contact for Venues/Venue Supervisors on the day.
This role will be required to work on test days which will involve weekend
work as part of the contracted hours.
Main accountabilities:
Product Service Support
Undertake the related planning and delivery functions in preparation for
Test Days in line with BC process.
Receives instructions and requests from cluster operations, 5 days before
Test Day itself and plans and organises given resources accordingly
(often at short notice) to ensure that work is carried out efficiently
and effectively.
Scan dashboards to monitor performance and identify issues.
Deploy engagement plan for Venue Staff. Supports decisions of Operations
Manager with the selection of venue staff, sets performance expectations
and maintains positive relations.
Supports 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.
Undertakes sorting and packing of exam materials to for designated test
venues. Ensures exam materials are received at Test Centre and stored
securely.
Supports tasks to reconcile exam materials and papers received are as per
plan, report and escalate any discrepancies.
Undertake handling of suitcases and storage of materials. Ensures the
proper procedures and documentation is adhered to when handing over to
courier or test day staff.
Ensures proper script receipt tracking, packing and return OR scanning,
store and shredding.
Supports the selection of suitable venues, planning for Test Day resources
ordering, quality, distribution and management (e.g. process guides,
stationery, branding/signage/ technical equipment – speaking test/hand
scanners)
Provides timely escalation of issues, enabling the adaptation of work
plans where necessary.
Test Delivery Support
Manage or support the Test Day Supervisor to manage tests delivery.
Maintain the integrity and reputation of the British Council and the
various examination boards by ensuring that tests are delivered to
prescribed customer service, security and administration standards.
Inspect the venue to ensure that arrangements meet agreed requirements and
standards.
Be familiar with the emergency procedures for the test day venue and
ensure all venue staff are briefed accordingly.
Ensure that all test day records are completed and maintained accurately
as required by British Council Examinations Services.
Whenever possible, resolve issues that arise on the day according to
procedures.
Report any incidents, emergencies or breaches of security to the
appropriate British Council Examinations Services staff.
Promote and ensure the wellbeing of candidates at all times. In case of
emergencies, ensure that correct procedures are followed and involve
appropriate authorities as required.
Customer support
Receives and responds to enquiries from/to customers, and may be a
specific point of reference on queries relating to an area of nominated
expertise or responsibility. Identifies where more complex issues require
resolution by others and refers them on accordingly.
Recognises and understands the impact of incidents arising (e.g.
complaints, resourcing problems, logistical or technical difficulties)
and proactively alerts the team leader to any issues of concern that are
likely to impact service/project/task delivery or customer experience.
Relationship & stakeholder management
Develops good working relationships and engagement with Venue Staff and
appropriate colleagues throughout the BC to facilitate effective and
efficient service delivery.
Act as point of contact and manage escalated issues in country from Venue
Supervisors and Venues, supported by Operations Manager / Cluster team
when required.
Risk and Compliance
Undertake contingency and risk management on the ground, liaise with
Customer Service, Examiner or Venue Staff to ensure alignment on
communications
Leads in providing support related to compliance or investigations on Test
Day and related issues.
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.
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.
Analysis & Reporting
Uses standard procedures and templates, regularly records, analyses and
reports on operational activity such as venue staff performance to support
senior managers in making timely and effective business decisions that
respond to operational needs.
Leads wash-up meetings to review Test Day performance delivery, continual
improvement and corrective actions.
Finance & Resource Management
Monitors and takes responsibility for small-scale resources/cash/stock,
following established procedures and ensures that equipment and materials
are available and ready to use when needed.
Managing self & others
Plans and prioritises own work activities, which span across a range of
different work streams, responding to changing and at times competing
requirements to ensure effective delivery of responsibilities over a
weekly/monthly time horizon.
Tasks and coordinates others (e.g. internal colleagues or external
contractors/suppliers) to complete time-limited, straightforward
activities, within established procedures, in order to ensure efficient
delivery of services. Monitors task completion to agreed quality and time
standards.
Role specific knowledge and experience:
Experience working in a busy operational environment delivering high
levels of customer service.
Ability to ensure compliance, risk and security standards are monitored
and maintained.
Experience working in Exams is desirable.
Experience of supporting on delivery of computer based exams is desirable
Role Specific Skills and Qualifications:
Bachelor's Degree in a relevant field. Master's Degree 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.