Delivery Manager – Video Call Speaking Hub

Job title:

Delivery Manager – Video Call Speaking Hub

Company

British Council

Job description

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.

Global Marking Delivery Manager – Video Call Speaking Hub

Pay Band: 7

Salary: Starting £30,839 (+ £3,300 market allowance if based in London)

Contract Type: 8 Month fixed term contract

Location: UK; London, Manchester, Cardiff, Edinburgh, Belfast

Pakistan

Role Type: Business Delivery

Requirements: Candidates must have the pre-existing (permanent) right to work in location.
Mobility / relocation / visa sponsoring support will not be provided.

Benefits include, but are not limited to:

• 32 days annual leave, in addition to public holidays
• 3 days volunteering leave
• Career average defined benefit pension scheme
• An unrivalled opportunity for you to get to use all the experience you’ve built up working in and / or leading global organisations to support us in building trust across the world!

Closing date: Sunday 25th February 2024, 11:59 UK time

Role purpose

Managing the effective use of the Video Conferencing Speaking (VCS) system and processes to enable an efficient, compliant, and high-quality delivery and operation. The post holder will ensure that all 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. The post holder will also support the Head of Marking Operations and work closely with other managers within the Global Exams Delivery Team.

Role context

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.

Main accountabilities

Operational Delivery

• Management of VCS end to end business process to ensure on-time, on-quality, and on-cost fulfilment for the delivery 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.
• Ensures acceptable key performance indicators and service level agreements are met in delivering the online speaking test across the product range and appropriate resource is secured to deliver on targets.
• Prioritises work and resolves day-to-day operating resource issues in close liaison with pre-test and support teams to ensure high quality, consistent and efficient services are delivered.
• Contributes to procedural improvements, resource requirements and other operational initiatives to drive enhanced team performance, cost effectiveness, service quality and efficiency.

Relationship and Stakeholder Management

• Working with internal and external stakeholders in developing and implanting VCS procedures and solutions to mitigate business risks and non-compliance.
• Incorporates customer experience into the implementation of operational solutions for VCS delivery.
• Coordinating with Examiner Standards Managers, the PSN Manager and Support Managers on agreed standards and processes to ensure marking targets are achieved on-time, on-quality, and on-cost fulfilment.
• Supporting test centre/country/regional/online management to develop delivery and operational models in order to meet market demand and business development targets.

Risk & Compliance

• Manages procedures in adherence with regulatory and internal compliance requirements.
• Ensures appropriate contingency plans are monitored, updated, and implemented promptly to manage delivery safely and effectively in challenging or high-risk circumstances.
• Investigates any reported instances of non-compliance to agreed corporate risk controls.
• Manages 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 to identify and make recommendations on improvements to the VCS Delivery Team’s ways of working, processes, procedures, and resources that will enhance efficiency and effectiveness.
• Manages a range of corporately agreed British Council reporting procedures and holds staff to account for maintaining them, to ensure that results are accurately recorded.

Leadership & Management

• Leads teams of VCS Supervisors in different time zones on test day, ensuring clear communication of goals and service expectations.
• Line and performance management of a small team of global delivery Supervisors/Marking Support Assistants.
• Identifies requirements and recommends training and development provisions to build improved operational capability within the VCS Global Exams Delivery team.

Role specific knowledge and experience

• Demonstrable ability to deliver results in a pressured environment.
• Demonstrable experience of developing and implementing exams business process.
• Demonstrable track record of managing risk and compliance in exams operations.
• Demonstrable experience in conducting training workshops for exams staff or colleagues.
• Demonstrable experience of working with multiple systems.
• Proven track record of delivering tangible outcomes and getting things done to quality, time and budget.

Role specific skills

• Able to simultaneously manage tasks for multiple processes.
• Ability to adapt quickly to different IT systems.
• Be proficient with Microsoft office, especially teams, excel and outlook.
• Have great interpersonal and communication skills to conduct effective working relationship with the key stakeholders.
• Be Versatile. A big part of the Marking function is the willingness to help one another even though it may fall outside of the job description.
• Motivated self-starter who must be eager to learn and develop as the role expands.

Closing date: Sunday 25th February 2024, 11:59 UK time

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.

Expected salary

Location

London

Job date

Sun, 11 Feb 2024 06:18:41 GMT

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