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Role Purpose
Date: 13-Jun-2022
Location: Dubai, Middle East and North Africa, AE
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
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, management, and training:
- 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):
- Relevant degree, University Degree or Equivalent
- Fluent written and spoken English (B2 level )
- 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
- Knowledge of British Council Equality Diversity and recruitment policy and standards
- Broad understanding of the breadth and range of examination distribution products and services delivered in Dubai & Northern Emirates.
- Excellent computer skills
Desirable requirements for the role
- Language requirements: Arabic
- Experience in delivering training
- Team leader experience (operations)
- Experience working in an exams environment and knowledge of standards for management of examiners
Further Information :
- Role: Exams Operations Resourcing Officer(29116)
- Number of positions: 1
- Pay Band/Job Grade: BRC-4-H
- Location: Dubai, UAE
- Contract type: Fixed term contract – 2 years
- Closing date: 21st June 2022 (23:59 Gulf Standard Time)
- Other: This role is open to candidates who have right to work and located in Dubai, UAE
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 [email protected]
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.
