Exams Operations Manager

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.

Role Purpose

The purpose of this role is to lead on Exams sevice delivery in OPT, to ensure exams operations and supporting resource meet customer experience requirements and ensure exams integrity on the ground.  This role is ultimately responsible for efficient, effective and compliant Test Day delivery, managing cost, risk and contingency on the ground and setting standards, developing and managing the performance of their team.

Main Accountabilities

Service Delivery

•    Implements a range of standardised, 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 from 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)

Leadership and management

•    Motivates and encourages team performance.                                             
•    Plans and prioritises country's operational activities, and supports team development towards effective delivery of services
•    Manages day to day performance of country operations  team  dealing with sickness, discipline, motivation etc., to ensure high quality service delivery is maintained at all times
•    Manage Ramallah office and ensure office is ready for smooth running of operations ( H&S, EOD)  

Customers/ Relationship and stakeholders

•    Liaise with Customer service team on Exams updates
•    Ensures the customer is kept informed throughout the process.                
•    Develops good working relationships with appropriate colleagues throughout the BC to facilitate effective and efficient service delivery.
•    Ensure proper customer service handling to customers

Risk and 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, anti-fraud 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 in to service/product/programme delivery.                                                             
• Makes appropriate contingency plans to manage delivery safely and effectively in challenging or high-risk circumstances.

Commercial and 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
•    Actively seeks to maximise value for money when acquiring resources, goods or services for the country operations.

Analysis and 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