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Exams Operations Resourcing Officer

1 week ago

Dubai United Arab Emirates British Council Full time

Role Purpose:
The purpose of this role is to help train and deploy the right mix and profile of Examiners, Venue Supervisors and Venue Staff for Test Day delivery. This role will implement the workforce plan, resource engagement/retention strategy, help with succession planning and monitor performance to ensure right level of customer experience and optimum cost utilization and productivity.
This role will recruit, train, and manage Examiners for Dubai & Northern Emirates. Bulk recruit Venue Staff and ensure appropriate level of recruitment for Venue Supervisors.
Main Accountabilities:
Service delivery
• Implements short term and long-term Resourcing Strategy (i.e. for staff and partners involved in delivery of exams products and services)
• Working with local HR for compliance with recruitment and induction of Venue staff
• Advises on Performance Standards, Engagement Strategy and succession plan to maintain productivity and quality standards.
• Acts as help desk to venue staff and customers / candidates
• Develops good working relationships and engagement with Venue Staff and appropriate colleagues throughout the British Council to facilitate effective and efficient service delivery.
Leadership and management
• Motivates and encourages team performance in virtual (non-face to face situations).
• Prioritises Group's operational activities and supports team knowledge and skills development towards effective delivery of services for Venue staff.
• Train Venue staff on Child Protection, EDI, Exams security and compliance standards.
Customers/ Relationship and Stakeholders
• Advises on or directly engage with Venue Staff or Examiners when and Test Day issues/ complaints arise to provide solutions
• Act as point of contact and escalate issues in country from Venue Supervisors with support of Operations Manager when required.
Risk and compliance
• Contingency planning and risk management of Venue staff allocation.
• Sets performance standards for Venue staff to ensure Exam compliance is met
• Uses standardised processes to monitor Venue staff 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 British Council and its customers at all times.
Analysis and reporting
• Supports daily/weekly planning/capacity meetings, highlighting any risks
• Attends daily dashboard, weekly reporting, cost to resource
• Analyses outcomes and recommends improvements to resourcing standards
About You (essential requirements for the role):
• The British Council systems and global processes operate in English. B2 level of written and verbal proficiency in English is must.
• 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
• Knowledge/ experience in Child protection policies and practices
• Experience or ability to manage remote teams
• Experience in delivering training
• Knowledge of British Council Equality Diversity and recruitment policy and standards
• Team player
• Ability to work efficiently, productively and manage time well
• Excellent Microsoft Applications skills.
Desirable requirements for the role
• University Degree and/or equivalent professional experience
• Arabic language requirement at B2 level
• Knowledge of British Council Quality and Compliance policy
• Team leader experience (operations)
• Experience working in an exams environment and knowledge of standards for management of examiners