Teaching Operations Manager

2 weeks ago

Dubai, Dubai, United Arab Emirates British Council Full time
Teaching Operations Manager

Date:09-Mar-2023

Location:
Dubai, Middle East and North Africa, AE

Company:
British Council

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 we reached 650 million people.

Role Purpose


To control the cost of the country teaching operation including effective teacher utilisation planning, management of indirect costs and process improvements to improve margins.

Responsible for the effective management of the teaching operations team ensuring they operate in budget and in accordance with regional and SBU strategies.


Role context


The English and Examinations Strategic Business Unit (E&E) is one of three strategic business units in the British Council (the others being Arts and Education & Society) all of which have the remit to build trust for the people of the UK by building relationships through aspects of our language and culture.

E&E achieves this by enabling people across the world to access the life-changing education and work opportunities that are created by learning English or gaining valuable UK qualifications.

Promoting the English language also provides a medium for communication, helping break down barriers of misunderstanding or mistrust between cultures.


The British Council's 2020 vision for English & Examinations is to be the world authority in high quality English language teaching, learning and assessment, as well as the International distributor of choice for UK professional and school qualifications.


Main Accountabilities:

Service delivery

  • Working with the Cluster Operations Lead, translates Regional English Strategies into 13 year Operations plan, including continual improvement to global standards, effective integration of new products/services /delivery methods and process/ systems changes.
  • Implements a range of standardised, operational procedures and systems within the Teaching Centre(s) to achieve specified, clearly measurable targets (revenue, volume, time and/or cost).
  • End to end oversight of operational planning, logistics, resourcing, service delivery performance /standards and effective capacity management for the country.
  • Agrees SLA (Service Level Agreement) requirements and performance management of supporting functions/external suppliers.
  • Provides support and oversight to student administration including transfers, waiting lists, absences.
  • Identifies and shares examples of best practice with Cluster.
  • Works with the Commercial Manager to anticipate demand and liaises with internal and external stakeholders to utilise internal classroom space and source external space against demand.
  • Manages the day to day logistics of the Teaching Centre including timetabling, cover and duty rota using agreed templates.
  • Sets up, maintains and communicates the academic calendar using agreed template.
  • Manages academic processes such as attendance, academic records, reports and certificates according to product and service guidelines ensuring compliance with TCMS academic management policies and processes.

Relationship and Stakeholder management

  • Develops and maintains excellent relationships and communication with internal stakeholders across a range of business and geographical areas, to inform and enable mediumterm innovation and improvements in the quality of teaching delivery.
  • Builds good working relationships with corporate stakeholders including Tax, Legal and Information Governance.
  • Manages safeguarding of Young Learners and parent engagement for the country.
  • Ensures customer complaints and issues are resolved within according to agreed process and SLA.

Analysis and Reporting

  • Supports business process improvement through reviewing data, analysing outcomes and providing recommendations to the Cluster Operations Lead.
  • Reports on teacher utilisation using agreed regional templates.

Risk and compliance

  • Uses standardised processes to monitor compliance with agreed risk management procedures relevant to teaching delivery (e.g. child protection, security policies, financial protocols, antifraud measures). Highlights to senior managers any instances of noncompliance.
  • 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 teaching delivery, conducts risk assessments of teaching premises.

Commercial and/or financial management

  • Re

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