Exams Operations Resourcing Officer

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 2021–22 we reached 650 million people.

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
  
  

Further Information

• Role: Exams Operations Resourcing Officer(44128)
• Number of positions: 1
• Pay Band: 4H
• Location: Dubai, UAE
• Contract type: Fixed term contract – 2 years.
• Salary: 5346.64 AED and Housing allowances 2899.58 AED
• Closing date: 26th September 2024 (11:59 PM Gulf Standard Time)
• Other: This role is open to candidates who have the legal right to work and are in UAE.
• Please note that all applications should be submitted only in English.
• It is advisable to apply in advance to avoid any technical issues at the last moment.
  
  

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.