british council jobs
british council jobs : Exams Test Day Operations Coordinator
Date: 15-Oct-2020
Location: Cairo, Middle East and North Africa, EG
Company: British Council
Contract Duration: 1 year (renewable)
Location: Cairo, Egypt
Pay Band 4/H
Salary: 7709 EGP NET/month + medical insurance
Closing date: 29 October 2020
british council job Role Purpose
The purpose of this role is to ensure the efficient, effective operational co-ordination and delivery of B2B Exams and Projects at the right cost and customer experience. The role is to support B2B Customers on operational, system and technical issues and report issues and resolutions to the Account Relationship Manager to develop and retain the Account.
This role will also provide technical support for all digital
devices during exams sessions. This includes ensuring that the necessary
devices are in good working order, properly set up and ready for exam use. The
role will need to be on standby during exam sessions and troubleshoot or
escalate issues for prompt resolution.
Function Overview
Our work in exams creates international opportunities and builds
trust & value for the UK. We:
- Give
people access to life changing opportunities through UK qualifications.
- Support
the promotion of the UK as a study destination.
- Provide a sustainable base for other cultural relations activities.
We currently have two main examination centres (Cairo &
Alexandria) delivering around 150,000 exams to 70,000 candidates annually all
over Egypt, with School Exams and IELTS the predominant product lines. We have
seen strong growth in recent years and it is expected to expand further. The
Egypt exams portfolio is of vital importance to the British Council in terms of
the impact it creates for the organization for individuals, institutions and
educational systems.
Egypt is coming out of a period of economic turbulence, with signs of stability
following the drastic devaluation in Nov 2016 – inflation is decreasing, the
exchange rate is steady.
The core focus is to develop the IELTS, Aptis, and Schools businesses,
extending reach, enhancing customer and partner support and service, developing
new markets, counteracting and pre-empting competition.
Main Opportunities:
Service
delivery and Operations
- Support
registration of exam entries, responding to queries or issues
- Provides
technical assistance leading up to and on Test Day
- Undertakes
bulk upload and cash reconciling
- Project
management and vendor management to ensure procurement, regular servicing
and readiness of use of IT related equipment to ensure smooth delivery of
exam services.
- Ensures
technical compliance of equipment and connectivity at test venues
- Plans
and prioritises own work activities, which span across a range of
different work streams, responding to changing and at times competing
requirements to ensure effective delivery of responsibilities over a
weekly/monthly time horizon.
- Supports
all relevant to pre-test, test day, post-test services and procedures.
- Coordinate with test day operations coordinator relevant tasks of pre-test, test day and post test
Customers/
Relationship and stakeholders
- Supporting
continuous improvement in the efficiency/cost effectiveness/quality of
service delivery/systems in the unit or department
- Proactively
work with Operations Manager to deliver satisfactory and timely resolution
of customer (internal or external) complaints, coordinating input from
other team members as required. Ensures the customer is kept informed
throughout the process.
- Acts
as ‘help desk’ to venue staff and customers / candidates
- Develops
good working relationships and engagement with Venue Staff and appropriate
colleagues throughout the BC to facilitate effective and efficient service
delivery.
- 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
- Adhere
to Quality and Compliance Assurance (QCA) standards, exams boards
standards & guidelines, and IELTS audit requirements at all times.
Strict adherence to exam security and administration requirements is an
essential part of the job
- Undertake
contingency and risk management on the ground, liaise with Local IT,
Examiner or Venue Staff to ensure alignment on communications
- Follows agreed corporate risk management processes and procedures when delivering services (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the BC and its customers at all times.
Analysis
and reporting
- Uses
standard procedures and templates, regularly records, analyses and reports
on operational activity such as venue staff performance to support senior
managers in making timely and effective business decisions that respond to
operational needs.
- Supports wash-up meetings to review Test Day performance delivery, continual improvement and corrective actions
Finance
- Manage
financial transactions through SAP and carry out related duties as per
role on SAP (e.g. raise purchase requisitions/sales orders) in compliance
with essential Finance and procurement policies
- Assist with income reconciliation, income collection, vendor payments etc as needed
Qualification:
- Bachelor
Degree in relevant field
- 2
years experience working in Operations or Adminstration
- Experience
working in Exams administration, or exams knowledge or school
administration
- Experience
with logitics, organization and operations
- Excellent communication and stakeholder relationship skills
About british council
The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections and engendering trust.
We work with over 100 countries across the world in the fields
of arts and culture, English language, education and civil society. Each year
we reach over 20 million people face-to-face and more than 500 million people
online, via broadcasts and publications. Founded in 1934, we are a UK charity
governed by Royal Charter and a UK public body.
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