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Exams Delivery Specialist
2 months ago
About the Role
The British Council is a global organization that supports 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.
Key Responsibilities
- Ensure exams operations and supporting resources meet customer experience requirements and ensure exams integrity on the ground.
- Manage cost, risk, and contingency on the ground and set standards, develop, and manage the performance of their team.
- Implement a range of standardized, operational procedures and systems within a given work plan to achieve specified, clearly measurable targets.
- Adapt work plans where necessary to meet customer expectations and drive continuous improvement at country level in the efficiency, cost-effectiveness, and quality of service delivery.
- Motivate and encourage team performance, plan and prioritize country's operational activities, and support team development towards effective delivery of services.
- Take end-to-end accountability for researching and obtaining satisfactory and timely resolution of complex/escalated customer operational complaints and issues.
Requirements
- University Degree and 2 years of relevant exams operations experience.
- Experience managing small teams or demonstrating management potential.
- Experience of maintaining the highest standards of customer satisfaction.
- Ability to prepare and present reports and analysis.
