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: 6 / Grade G
Location: Hong Kong
Department : Country/Cluster Operations
Contract Type: Indefinite Local Contract
Closing Date: Thursday, 12th December 2024 - 23:59 Malaysia Time (GMT +8)


Role Purpose
The purpose of this role is to lead the Hong Kong Exams Operations team to ensure effective, efficient delivery of the end to end operational cycle for examinations delivery, from capacity planning to post-test service. The postholder is responsible for embedding the new operating design and model whilst developing the Operations plan to ensure international examinations are delivered to clients on behalf of the British Council and its partners to the highest standards. The incumbent is accountable for team management, test security, and responsible for customer experience, capacity, contingency, cost, consistency and operational compliance.


Main accountabilities but not limited to the following:


Product Service Delivery

• Implements a range of standardized, 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 and Customer Complaint Handling
Takes end-to-end accountability for conducting root cause analysis 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 and/or Customer Service Team is kept informed throughout the process.

Relationship & stakeholder management

• Develops good working relationships with internal and external stakeholders to facilitate effective and efficient service delivery.
• As required, supports the Head of Operations in hosting/attending efficient and effective external events or meetings, while maintaining professional image and branding of British Council.
Ensure feedback from stakeholders are shared with relevant team members for follow up and cross functional operational improvements.

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, antifraud 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 into service/product/program delivery.
  
• Makes appropriate contingency plans to manage delivery safely and effectively in challenging or high risk circumstances.
  
• Internal & External Audits- Support the completion of Internal and Audit, including the management and consolidation of audit trail documents, drafting improvement action proposals for any non-compliance, and ensure timeliness of completing committed improvement actions.
  
• Responsible for exam operations adhering to strict standards of all exam requirements (i.e. exam board requirements, IELTS standard, etc)
  
• Ensure that reporting line fully understands compliant requirements.
  
  

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.
• Ownership and accountability to operational costs associated with Exam Capacity.
• Support cluster resource team in managing the performance and retainment of Exam venue staff.
• Actively seeks to maximize 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.
• Holds the overall accountability of the accuracy and compliance fulfilment of teams’ output.
• Plans and prioritizes country's operational activities, and supports team development towards effective delivery of services.
• Manages day to day performance of country operations team, ensuring that high quality service delivery is maintained at all times.
• Change Management: ensure for team’s understanding on change impact, subsequent actions required, the continued monitoring against the change objective, and escalation of challenges when required.
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).

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Role specific skill, knowledge and experience:
Essential

• 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.

Desirable:

• Experience working in Exams environment.
Experience of leading and managing delivery of computer based exams.

Requirements

• Relevant experience of overseeing production of goods/provision of services or minimum with University degree or equivalent in a relevant subject or discipline.
This role would be required to work Saturday duties (will be rotational with other Ops Manager, so approximately once every 5-6 weeks). The candidate will be compensated with days off in lieu for the work completed on Saturday.

Additional Information
Conditions of Employment: Local Direct Hire

• Applications are welcomed from candidates currently in the location with a natural right to work.
Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided.

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 askhr@britishcouncil.org


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.