Job Description

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. We work in two ways - directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each other\'s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Position : Assistant Manager, Exams (Operations)

Location : Singapore - Napier Road Centre | Contract Type : Permanent (Full time) | Pay Band : 5/H

Role Purpose

The role purpose of Assistant Manager, Exam:s (Operations) in Singapore - is to Manage within and across teams to ensure high standards of exams operational delivery, covering critical areas such as venue and venue staff planning and management, candidate registrations and communications, partner communications and coordination, customer experience, test security, test materials, resources and equipment management, results processing, financial processes. Managing risks, reporting and resolving issues and ensuring compliance with external and internal standards and frameworks are critical areas of importance. The role will have some responsibility for team management including performance management, training and staff development

The role will have specific accountability within the team for one of these specific areas: Customer Experience, Procurement and Financials, Singapore WPLN Project delivery.

Main accountabilities but not limited to the following:
Specific Responsibility Area
\xe2\x96\xaa Leads on the specific area on behalf of the team, accountable for delivering any agreed targets or KPIs and to the standards and requirements of all exams

operations as below.
\xe2\x96\xaa Support Exams Operations Manager in developing and delivering the plan for the area
\xe2\x96\xaa Be accountable for delivering the plan in a timely and effective manner, to the agreed standards
\xe2\x96\xaa Be accountable for delivering the agreed delivery and resource targets and KPIs for the area
\xe2\x96\xaa Support continuous improvement in the effectiveness/quality of service delivery/systems of the area
\xe2\x96\xaa Identify and analyse complaints, resourcing problems for areas of concern/ improvement that impact exams delivery or customer experience. Develop and

implement action plans.

Exams Delivery
\xe2\x96\xaa Support Exams Operations Manager in developing and delivering the Test Day Delivery plan
\xe2\x96\xaa Supervise planning and delivery in preparation for Test Days, ensure that work is carried out effectively and efficiently according to instructions and requests from

cluster operations within agreed deadlines
\xe2\x96\xaa Support continuous improvement in the effectiveness/quality of service delivery/systems
\xe2\x96\xaa Work with cluster resources team to plan and deploy Venue Staff, including monitoring
\xe2\x96\xaa Support the selection of suitable venues
\xe2\x96\xaa Undertakes other administrative work as required

Customer support and experience
\xe2\x96\xaa Respond to 2nd level enquiries from/to customers, within agreed deadline
\xe2\x96\xaa Manage exams delivery such that customer experience is positive and continually refreshed
\xe2\x96\xaa Identify and analyse complaints, resourcing problems for areas of concern/ improvement that impact exams delivery or customer experience. Develop and

implement action plans.

Relationship & stakeholder management
\xe2\x96\xaa Proactively deliver satisfactory and timely resolution of customer (internal or external) complaints. Ensures customer is kept informed throughout the process.
\xe2\x96\xaa Develop good working relationships with Examiners, Venue Staff and colleagues throughout the BC to facilitate effective service delivery.
\xe2\x96\xaa 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
\xe2\x96\xaa Manage risk and contingency across all operations, liaise with Customer Service, Examiner or Venue Staff to ensure alignment on communications
\xe2\x96\xaa Follows agreed corporate risk management processes and procedures when delivering services (e.g., child protection, security policies, financial protocols, anti

fraud measures)

Analysis & Reporting
\xe2\x96\xaa Uses standard procedures and templates, regularly records, analyses and reports on operational activity to support senior managers in making timely and effective

business decisions
\xe2\x96\xaa Leads wash-up meetings to review Test Day performance delivery, continual improvement and corrective actions

Managing self & others
\xe2\x96\xaa Line manage Test Day Delivery Coordinators in accordance with the corporate performance management system
\xe2\x96\xaa Plans and prioritises own work activities, responding to changing and at times competing requirements to ensure effective delivery of responsibilities.

Role specific knowledge and experience:
Demonstrable experience, in large complex international organisation of:

• 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 of managing others

Person Specification:

• University Degree or relevant qualification
• Experience of overseeing daily operations in a business environment
• A good working knowledge of spoken and written English (IELTS 6.5 or equivalent)

Further Information

• The candidate should have the right to live and work in Singapore (i.e., nationals, PR or others)
• Singapore Exams are delivered across a 7-day week, the role will be required to work on peak test days (including weekend days) as part of the contracted hours.

Closing Date for Application. 29th September 2023 (23:59 Singapore 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

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.

British Council