Assistant Manager - CMR and Compliance

Date: 06-Aug-2022

Location: Singapore, East Asia, SG

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each other's strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

 

Role Purpose:

 

  • Manage within and across teams to ensure high standards of exams operational delivery, covering critical areas such as venue and venue staff planning and management, candidate registrations and communications, partner communications and coordination, customer experience, test security, test materials, resources and equipment management, results processing, financial processes. Managing risks, reporting and resolving issues and ensuring compliance with external and internal standards and frameworks are critical areas of importance. The role will have some responsibility for team management including performance management, training and staff development.

 

  • The role will have specific accountability within the team for CMR management and Exam Compliance

 

Main accountabilities but not limited to the following: 

 

Specific Responsibility Area

  • Leads on the specific area on behalf of the team, accountable for delivering any agreed targets or KPIs and to the standards and requirements of all exams operations as below.
  • Support Exams Operations Manager in developing and delivering the plan for the area
  • Be accountable for delivering the plan in a timely and effective manner, to the agreed standards
  • Be accountable for delivering the agreed delivery and resource targets and KPIs for the area
  • Support continuous improvement in the effectiveness/quality of service delivery/systems of the area
  • Identify and analyse complaints, resourcing problems for areas of concern/ improvement that impact exams delivery or customer experience. Develop and implement action plans.

 

Exams Delivery

  • Support Exams Operations Manager in developing and delivering the Test Day Delivery plan 
  • Supervise planning and delivery in preparation for Test Days, ensure that work is carried out effectively and efficiently according to instructions and requests from cluster operations within agreed deadlines
  • Support continuous improvement in the effectiveness/quality of service delivery/systems 
  • Work with cluster resources team to plan and deploy Venue Staff, including monitoring
  • Support the selection of suitable venues
  • Undertakes other administrative work as required

 

Customer support and experience

  • Respond to 2nd level enquiries from/to customers, within agreed deadline
  • Manage exams delivery such that customer experience is positive and continually refreshed
  • Identify and analyse complaints, resourcing problems for areas of concern/ improvement that impact exams delivery or customer experience. Develop and implement action plans.

 

Relationship & stakeholder management

  • Proactively deliver satisfactory and timely resolution of customer (internal or external) complaints.  Ensures customer is kept informed throughout the process.
  • Develop good working relationships with Examiners, Venue Staff and colleagues throughout the BC to facilitate effective 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

  • Manage risk and contingency across all operations, liaise with Customer Service, 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) 

 

Analysis & Reporting

  • Uses standard procedures and templates, regularly records, analyses and reports on operational activity to support senior managers in making timely and effective business decisions 
  • Leads wash-up meetings to review Test Day performance delivery, continual improvement and corrective actions

 

Managing self & others

  • Line manage Test Day Delivery Coordinators in accordance with the corporate performance management system
  • Plans and prioritises own work activities, responding to changing and at times competing requirements to ensure effective delivery of responsibilities.

 

Role specific knowledge and experience:

Essential

  • Experience working in a busy operational environment delivering high levels of customer service.
  • Ability to ensure compliance, risk and security standards are monitored and maintained.
  • Experience of managing others

 

Desirable

  • Experience of managing a small to medium sized team
  • Experience working in an educational context and/or assessment services
  • Experience of supporting on delivery of computer-based exams

 

Qualifications

Essential

  • Experience of overseeing daily operations in a business environment

 

Desirable

  • University Degree or relevant qualification

 

Further Information:

 

Pay Band: 5 / Grade H
Contract Type: Indefinite Local Contract
Location: Singapore
Requirements: 

  • Candidates must have the right to live and work in the country in which the role is based.
  • A good working knowledge of spoken and written English (IELTS 6.5 or equivalent)
  • Singapore Exams are delivered across a 7-day week - the role willl be required to work on peak test days (including weekend days) as part of the contracted hours

 

Closing Date: Wednesday, 20 July 2022- 23:59 Singapore Time (GMT +8)
 
 

 

 

 

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 askhr@britishcouncil.org

 

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.