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Delivery Manager - Video Call Speaking Hub

Date: 08-Apr-2021

Location: Seoul, East Asia, KR

Company: British Council

Payband: PB7

 

Location: East Asia, Flexible (candidates will remain based in their current location)

 

Contract type: Indefinite

 

Additional information: due to the urgency to fill this role as soon as possible and the concurrent travel ban, we are only able to consider candidates who are already based in East Asia.

 
Role Purpose

You will be managing the effective use of the Video Conferencing Speaking (VCS) system and processes to enable an efficient, compliant and high-quality marking operation and ensure that Test Takers’ speaking scores are delivered within the agreed time frame.


Challenges

•    Management of Video Conferencing Speaking end-to-end business process to ensure on-time, on-quality and on-cost fulfilment of marking operations
•    Working with internal and external stakeholders in developing and implementing Video Conferencing Speaking procedures and solutions to mitigate business risks and non-compliance
•    Coordinating with Examiner Standard Manager and Professional Support Network Manager on agreed standards and processes to ensure marking targets are achieved on-time, on-quality and on-cost fulfilment
•    Supporting test centre/ country/ regional management to develop delivery and operational models in order to meet market demand and business development targets.

 

Accountabilities

Service delivery

▪Supervises and controls team activities to resolve day-to-day operating resource issues for VCS Hub, to ensure high quality, consistent and efficient services are delivered. 

▪Identifies and manages critical business processes enabling the operation of VCS hubs to ensure every marking cycle is completed within given time frame and in compliance with IELTS policy.
▪Develops and implements agreed set of performance metrics that allows fact-based decision making.
▪Makes recommendations to senior managers on procedural improvements, resource requirements and other operational initiatives to drive enhance team performance, cost effectiveness, service quality and efficiency.
▪Undertakes regular quality checks and reviews, following agreed corporate or relevant external protocols, to monitor the quality, consistency and effectiveness of Results delivery.  Reports on findings and recommends appropriate remedial actions as required.

 

Customers & stakeholders
▪Monitors and reports on the team’s achievement of agreed customer satisfaction performance targets.
▪Management of regional marking delivery issues raised by centres, partners and escalated to internal / external stakeholders for resolution. 

▪Builds relationships with internal stakeholders to develop mutually acceptable key performance indicators and service level agreements.

 

Risk & compliance
▪Uses standardised processes to monitor teams compliance with agreed quality procedures, ensuring adherence with regulatory and internal compliance requirements. 
▪Ensures Test Centres receive and maintain appropriate induction/training in all relevant risk management procedures. 
▪Uses standard corporate protocols to assess a range of risks into service delivery.  Makes appropriate contingency plans to manage delivery safely and effectively in challenging or high-risk circumstances.

 

Analysis & reporting
▪Maintains accurate work rates and team expenditure in order to forecast accurate annual examiner requirements and budget for costs.
▪Establishes processes to provide executive reports with analysed data to demonstrate efficient use of resources in meeting global VCS demands.
▪Presents complex information clearly, using an appropriate combination of written, graphical and financial data/analysis, to enable evidence-based operational decision-making and planning for delivery of results.

 

Commercial & 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.
▪Supports test centre/ country/ regional management to develop delivery and operational models in order to meet market demand and business development targets.
▪Works with Finance team to manage financial processes for centre charge-back and marking hubs.
▪Identifies cost reduction/revenue generation initiatives.
▪Using agreed financial procedures to conducts monthly and year-end analysis and reporting on actual performance versus plan targets.

 

Leadership & management
▪Manages examiner scheduling for VCS hubs.
▪Liaises on a regular basis with internal Stakeholders to ensure issues with the marking flow are resolved timely to prevent missing result deadlines. 

 
Requirements

Essential

•    Fluency in English
•    Demonstrable ability to deliver results in a pressured environment
•    Experience of developing and implementing exams/test or similar business processes
•    Track record of managing risk and compliance in business operations
•    Experience in conducting training workshops for colleagues
•    Experience of working with multiple systems 
•    Demonstrable experience in managing a dispersed team across more than one location
•    Proven track record of delivering tangible outcomes and getting things done to quality, time and budget


Desirable

•    University Degree
•    Knowledge and understanding of Exams business operations
•    Experience of managing the operational delivery of high-stakes global exams across time zones


 
Closing Date:
Thursday, 22nd April 2021 23:59 Singapore Time (GMT +8)