Global Exams Delivery Supervisor-vcs

2 weeks ago

London, United Kingdom British Council Full time

Global Exams Delivery Supervisor-VCS

**Date**:11-Jan-2023

**Location**: London, UKM, GB

**Company**:British Council

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.

**Role Purpose**

The English and Examinations Strategic Business Unit (E&E) enables people across the world to access the life-changing education and work opportunities that are created by learning English or gaining valuable UK qualifications. The British Council’s vision for English & Examinations is to be the world authority in high quality English language teaching, learning and assessment, as well as the partner of choice for UK professional and school exam providers, enabling international distribution of their qualifications.

The Examinations business makes a significant contribution to British Council financial sustainability, and as such, it is essential that the business continues to grow and evolve in order to maintain its position in a fast-changing operating context. The business has been through extensive change and has developed many standardised processes and systems across the globe to deliver efficiencies, however there is a need to constantly iterate and develop these in response to changing customer need, increased levels of competitions and new technologies.

Working closely with the Video Conference Speaking (VCS) Delivery Managers to effectively support online test delivery. Also supporting VCS and other product system and processes to enable an efficient, compliant and high-quality marking operation. The post holder will ensure that designated processes in the VCS Global Hub are carried out to a high standard in accordance with all appropriate internal policies and external regulations and can withstand scrutiny.

**Main accountabilities but not limited to the following**:
Operational Delivery
- Support in the management of VCS end to end business process to ensure on-time, on-quality and on-cost fulfilment for the marking operation. VCS operations can include - but are not limited to - IELTS on paper, IELTS on Computer, IELTS in Centre and IELTS online speaking test delivery
- Provides live test oversight, acting as escalation point within the issue management matrix
- Ensures acceptable key performance indicators and service level agreements are met in delivering the online speaking test across the product range
- Prioritises work and resolves day-to-day operating issues in close liaison with Supervisors, pre-test and support teams to ensure high quality, consistent and efficient services are delivered
- Contributes to procedural improvements and other operational initiatives and projects to drive enhanced team performance, cost effectiveness, service quality and efficiency

Relationship and Stakeholder Management
- Working with internal and external stakeholders, implanting VCS procedures and solutions to mitigate business risks and non-compliance.
- Incorporates customer experience into the implementation of operational solutions for VCS delivery, including implementation, embedding and standardised use of a CRM tool
- Support test centre/country online management to embed delivery and operational models in order to meet market demand and business development targets

Risk & Compliance
- Provides administrative support in managing procedures in adherence with regulatory and internal compliance requirements
- Ensures appropriate contingency plans are monitored and implemented promptly to manage delivery safely and effectively in challenging or high-risk circumstances
- Monitors IELTS security policies and takes appropriate remedial action, including escalation to senior colleagues as required

Analysis & Reporting
- Uses analysis and personal on the job operating experience t

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