Exams Officer - Manama, البحرين - British Council

وصف

Exams Officer


Date:29 Aug 2023


Location:
Manama, Middle East and North Africa, BH


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.


About the role

The purpose of this role is to ensure exams operations and supporting resource meet customer experience requirements and ensure exams integrity on the ground.

This role is ultimately responsible for efficient, effective, and compliance of exams delivery, managing cost, risk and contingency on the ground and setting standards, developing, and managing the performance of their team.

The post holder will be required to support other locations in the country and may be required to extensively travel in such circumstances.

Post may also be required to work in flexible shift patterns depending on business needs.

The purpose of this role is to ensure the efficient, effective operational co-ordination and delivery of all Exams and projects at the right cost and customer experience.

The role supports clients & customers on operational, system and technical issues and report issues and resolutions to the Operations Manager.

You will also provide technical support for all digital devices during exams sessions.

This includes ensuring that the necessary devices are in good working order, properly set up and ready for exam use.

Further to this, you will need to be on standby during exam sessions and troubleshoot or escalate issues for prompt resolution.

Key Relationships:

Internal

• Operations Manager Bahrain & Cluster, Regional Operations Manager, Business Assurance, Country/Geography BD, Planning Manager, Operations Resource Manager, Customer Services, Finance, Resource, HR, GIS, Procurements, Country Director_

External


Main Accountabilities
Service Delivery

• Receives instructions and requests from operations manager and organises given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively
• Adapts work plans where necessary to meet customer expectations.
• Supervises and monitors administration of tests by proctors and supervisors; ensures that test instructions are accurate and that appropriate testing environments are maintained.
• Uses a range of standardised systems and processes to plan and coordinate effective, timely and cost effective logístical support to enable the delivery of high quality services to a range of customers (internal and/or external)
• Keeps informed of advancing technology in standardized test administration, computerbased testing, machine scoring, and associated software
• Oversee all operations at test venues for all exam products. This includes the management of all staff, the oversight of all procedures and the troubleshooting of any problems
• Procures new venues as per operational capacity requirements

Customers/ Relationship and stakeholders

• Takes endtoend accountability for researching and obtaining satisfactory and timely resolution of complex/escalated customer (internal or external) operational complaints and issues, coordinating input from other colleagues/departments/managers as required, to do so.
• Provides routine direction, information, and advisement to students and prospective students in regard to testing policies, procedures, and outcomes
• Develops good working relationships with appropriate colleagues throughout the BC to facilitate effective and efficient service delivery
• Develops strong relationships with British Council owned and managed venues and provides feedback for improvements as per audit standards

Risk and compliance

• Uses standardised processes to monitor team/unit compliance with agreed corporate risk management procedures relevant to service delivery (e.g. child protection, security policies, financial protocols, antifraud measures) to protect the interests of the BC and its customers at all times.
• Supervises venue staff which typically includes recommendations for hiring, firing, performance evaluation, training, work allocation, and problem resolution
• Ensures that all test administration is carried out in compliance with relevant university and higher education policies, regulations, guidelines, and standards.
• Carry out health and safety inspections of British Council exam venues to meet with corporate and awarding body guidelines

Language Requirements

• B2 written and spoken English (Essential)
• Arabic (Desirable)