United Nations jobs in Egypt

Exams Operations Manager

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Job deadline: November 7, 2020
Job title / Position title: Exams Operations Manager
Duration of contract : 1 year (renewable)
Languages: English
Salary / enumeration : 12,561 – 15,900 EGP NET/month
*Salary estimation disclaimer
Job ID: 628369901

Section: Introduction

Role Purpose   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 compliant pre and post Test Day, in addition to test day delivery. managing cost, risk and contingency on the ground and setting standards, developing and managing the performance of their team.   Function Overview   Our work in exams creates international opportunities and builds trust and value for the UK. We also:  
  • Give people access to life changing opportunities through UK qualifications.
  • Support the promotion of the UK as a study destination.
  • Provide a sustainable base for other cultural relations activities.
  We currently have two main examination centres (Cairo & Alexandria) delivering around 150,000 exams to 70,000 candidates annually all over Egypt, with School Exams and IELTS the predominant product lines. We have seen strong growth in recent years and it is expected to expand further. The Egypt exams portfolio is of vital importance to the British Council in terms of the impact it creates for the organization for individuals, institutions and educational systems. Egypt is coming out of a period of economic turbulence, with signs of stability following the drastic devaluation in Nov 2016 – inflation is decreasing, the exchange rate is steady. Throughout the turmoil education continued to be a thriving industry – this should continue.

Section: Responsibilities / Duties

Main Opportunities: 
  • Upholding compliance standards and efforts to standardize exams processes
  • Motivating and driving team performance
  • Upholding a customer service culture
  • Contributing to and managing growth
  • Managing change, especially with new systems for registration or test delivery or customer services
  Main Accountabilities   Service Delivery 
  • Implements a range of standardised, operational procedures and systems within a given work plan to achieve specified, clearly measurable targets (revenue, volume, time and/or cost)
  • Receives instructions and requests from cluster leadership and plans 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.
  • Drives continuous improvement at country level in the efficiency/cost effectiveness/quality of service delivery
  • Uses a range of standardised systems and processes to plan and coordinate effective, timely and cost effective logistical support to enable the delivery of high quality services to a range of customers (internal and/or external) Leadership and management
  • Motivates and encourages team performance.
  • Plans and prioritises country’s operational activities, and supports team development towards effective delivery of services
  • Manages day to day performance of country operations team, dealing with sickness, discipline, motivation etc., to ensure high quality service delivery is maintained at all times
  Customers/ Relationship and stakeholders 
  • Takes end-to-end 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.
  • Ensures the customer is kept informed throughout the process.
  • Develops good working relationships with appropriate colleagues throughout the BC to facilitate effective and efficient service delivery.
  • As required, supports senior colleagues in hosting/attending external events or meetings, ensuring these run efficiently and effectively and that a positive, professional image of the BC is projected.
  • Takes lead on specific stakeholder relations and vendor negotiations as directed/delegated. Risk and compliance
  • Adheres to Quality and Compliance Assurance (QCA) standards, exams boards standards & guidelines, and IELTS audit requirements at all times.
  • 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, anti-fraud measures) to protect the interests of the BC and its customers.
  • Highlights to senior managers any instances of non-compliance.
  • Ensures team receive and maintain appropriate induction/training in all relevant risk management procedures.
  • Uses standard corporate protocols to assess a range of risks in service/product delivery.
  • Makes appropriate contingency plans to manage delivery safely and effectively in challenging or high-risk circumstances.
  Commercial and resource management 
  • Directly plans and controls specific cost variables (rather than the total budget) to meet established targets, ensuring compliance with all relevant corporate financial systems and processes
  • Actively seeks to maximise value for money when acquiring resources, goods or services for the country operations.
  • Analysis and reporting
  • Uses agreed financial procedures/templates, conducts monthly and year-end analysis and reporting on income and expenditure/ profitability and risk/pipeline/actual performance versus plan targets

Section: Requirements: Education / Experience / Languages / other requirements:

Qualification & Experience:
  • Bachelor Degree in relevant field
  • Fluency in English is essential
  • 3 years of relevant operations experience
  • Experience managing operations in Exams environment is desirable
  • Experience working in Exams environment
  • Experience managing small teams or demonstrating management potential
  • Identifying ways in which services can be improved, and taking these forward

Section: Extra information 

About Us The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections and engendering trust.   We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.   Valuing diversity is essential to the British Council’s work. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to try and avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies.   The British Council is a full member of Keeping Children Safe (KCS) and has achieved level 1 child safe certification. We believe that all children have the right to be protected from all forms of abuse as set out in article 19, UNCRC, 1989 and that every child matters – everywhere in the world. In line with the British Council’s Child Protection policy, any appointment is contingent on thorough checks including criminal record checks, in line with legal requirements.

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