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Pay Band : 4 / H | Contract Type : Indefinite | Location – Hong Kong
Local Direct Hire : Applications are welcomed from candidates currently in this location with a natural right to work.
Role Purpose
The role purpose of Exams Operations Officer in the British Council Hong Kong is to ensure effective and efficient delivery of Exams within a small or remote exams office location.
To handle confidential materials during the multiple exchanges in country / location in accordance to compliance standards. To manage test delivery, Venue Supervisor engagement, relationship and performance. To co-ordinate and manage any risk or issue resolution, including co-ordination of customer communication directly or through customer services. To be point of contact for Venues / Venue Supervisors on the day.
This role will be required to work on test days which will involve weekend work as part of the contracted hours.
Main accountabilities but not limited to the following :
Product Service Delivery
- Undertake the related planning and delivery functions in preparation for Test Days in line with BC process
- Receives instructions and requests from cluster operations, 5 days before Test Day itself and plans and organise given resources accordingly (often at short
notice) to ensure that work is carried out efficiently and effectively
Scan dashboards to monitor performance and identify issuesDeploy engagement plan for Venue Staff. Supports decisions of Operations Manager with the selection of venue staff, sets performance expectationsandmaintains positive relations
Supports the functions of confidential materials handling and the Confidential Materials Room (CMR) to ensure British Council standards are met in set up andday to day operations.
Undertakes sorting and packing of exam materials to for designated test venues. Ensures exam materials are received at Test Centre and stored securelySupports tasks to reconcile exam materials and papers received are as per plan, report and escalate any discrepancies.Undertake handling of suitcases and storage of materials. Ensures the proper procedures and documentation is adhered to when handing over to courier or testday staff.
Ensures proper script receipt tracking, packing and return OR scanning, store and shreddingSupports the selection of suitable venues, planning for Test Day resources ordering, quality, distribution and management (e.g. process guides, stationery,branding / signage / technical equipment - speaking test / hand scanners)
Provides timely escalation of issues, enabling the adaptation of work plans where necessary.Customer service
Receives and responds to enquiries from / to customers, and may be a specific point of reference on queries relating to an area of nominated expertise orresponsibility. Identifies where more complex issues require resolution by others and refers them on accordingly
Recognises and understands the impact of incidents arising (e.g. complaints, resourcing problems, logistical or technical difficulties) and proactively alerts theteam leader to any issues of concern that are likely to impact service / project / task delivery or customer experience.
Relationship & Stakeholder management
Supporting continuous improvement in the efficiency / cost effectiveness / quality of service delivery / systems in the unit or departmentProactively work with Operations Manager to deliver satisfactory and timely resolution of customer (internal or external) complaints, coordinating input fromother team members as required. Ensures the customer is kept informed throughout the process.
Develops good working relationships and engagement with Venue Staff and appropriate colleagues throughout the BC to facilitate effective and efficient servicedelivery.
Act as point of contact and manage escalated issues in country from Venue Supervisors and Venues, supported by Operations Manager / Cluster team whenrequired.
Risk & Compliance
Undertake contingency and risk management on the ground, liaise with Customer Service, Examiner or Venue Staff to ensure alignment on communicationsLeads in providing support related to compliance or investigations on Test Day and related issues.Follows agreed corporate risk management processes and procedures when delivering services (e.g. child protection, security policies, financial protocols, antifraud measures) to protect the interests of the BC and its customers at all times.
Ensure adherence to CMR standards and management as set forth and carry out frequent random checks to proactively prevent issues from arising.Provide support and reporting for audits and performance reviews.Analysis & Reporting
Uses standard procedures and templates, regularly records, analyses and reports on operational activities such as venue staff performance to support seniormanagers in making timely and effective business decisions that respond to operational needs.
Leads wash-up meetings to review Test Day performance delivery, continual improvement and corrective actions.Finance & Resource Management
Monitors and takes responsibility for small-scale resources / cash / stock, following established procedures and ensures that equipment and materials areavailable and ready to use when needed
Managing self & others
Plans and prioritises own work activities, which span across a range of different work streams, responding to changing and at times competing requirements toensure effective delivery of responsibilities over a weekly / monthly time horizon.
Tasks and coordinates others (e.g. internal colleagues or external contractors / suppliers) to complete time-limited, straightforward activities, within establishedprocedures, in order to ensure efficient delivery of services. Monitors task completion to agreed quality and time standards.
Role specific skill, knowledge and experience :
Demonstrable experience, in large complex international organisation of :
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 working in Exams (desirable)Experience of supporting on delivery of computer based exams (desirable)Track record of working in a tightly controlled process driven environment (desirable)Person Specification
University degree in any subject or relevant qualification.The British Council systems and global processes operate in English. IELTS 6.5 or equivalent level is desirable.Role benefits
Chinese New Year bonusExams bonus20days annual leave per calendar yearHealth insurancePension schemeClosing date for application. Monday, 29th July 2024, 23 : 59 Hong Kong Time (GMT+08)
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