Company : British Council
Location : Almaty, Kazakhstan
Deadline for applications : 29 July 2021 (23 : 59 Almaty Time)
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.
Role Purpose :
The purpose of this role is to plan and track exams capacity requirements against demand from 18 months out on a 12-month rolling basis down to handover to Operations Manager for Test Day delivery.
The role will translate demand into capacity / resource requirements for venues, examiner, venue staff and test materials to fully optimise operations and margins while maintaining service levels, maximising agility and ensuring contingency.
This role will be required to manage remote relationships with Countries / Geography / Region and ensure counterparts understand requirements and execute to plan on Test Day.
Main Accountabilities :
Product Service Delivery
Capacity Management - liaises with Commercial / Business Development counterparts for demand and capacity fill
Manages rolling 18-month single plan for all products down to test days
Translates demand into capacity plan for venues, venue staff, papers, link to OSM (Onscreen Marking Hub)
Sets and develops plans for resourcing profile and plan for core staff, cover, shift management, customer services and books venue for Test Day.
Coordinates internal / external SLA's (Service Level Agreements), with HR to ensure strong pipeline of skilled and motivated resource pool to support exams delivery.
Sets venue strategy, profiles and works with Procurement and Venue proprietor Providers guidance to secure venues and gives feedback to Operations team in country on venue performance
Hands over Plan to Country Operations team 1 week ahead, min 98% complete
Customers / Relationship and stakeholders
Advises on or directly engages with Venue Staff or Examiners when and issues / complaints arise to provide solutions
Risk and compliance
Contingency planning and risk management of supply.
Uses standardised processes 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 at all times.
Analysis and reporting
Manages daily / weekly planning / capacity meetings
Holds daily dashboard, weekly reporting, cost to serve
Analyses outcomes and recommends improvements to Test Day planning activities
Reviews capacity demands with Commercial counterparts and develops short term and long-term Resourcing Strategy (i.e. for staff and partners involved in delivery of exams products and services)
Develops and advises on Performance Standards, Engagement Strategy and succession plan to maintain productivity and quality standards.
Develops Test Day resource plan to match individuals to required resource profile
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.
Relationship & stakeholder management
Advises on or directly engage with Venue Staff or Examiners when and issues / complaints arise to provide solutions
Develops good working relationships with appropriate colleagues
Risk & compliance
Contingency planning and risk management of supply.
Set standards and performance manage Exam security and compliance
Serves as point of escalation for Country Operations Managers on significant issues
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 at all times.
Analysis & reporting
Supports daily / weekly planning / capacity meetings
Holds daily dashboard, weekly reporting, cost to resource
Analyses outcomes and recommends improvements to resourcing standards
Commercial & resource management
Plans and manages the Resource Budget for the cluster
Operates and runs regular reports on range of standard, corporate financial processes and procedures to enable effective budget and resource management for the team, unit or project(s) e.
g. purchase order system, FABS, SAP, procurement processes.
Actively seeks to maximise value for money when acquiring resources, goods or services
Leadership & management
Motivates and encourages team performance in virtual.
Plans and prioritises cluster's operational activities and supports team knowledge and skills development towards effective delivery of services.
Coaches and guides towards team performance of the country operations team, working with country leadership to address skills or motivation gaps as it arises.
The above accountabilities could be amended within the appointed role as per business needs, amendments to be confirmed by a Line Manager.
Role Requirements : Essential :
Relevant university degree or equivalent experience
Fluent written and spoken Russian and English
Plaining and organizing experience preferably for a large number of staff and / or outsourced service provider coordination.
Fluent written and spoken Kazakh
Experience managing risk
Experience of working in a high volume, busy operational environment, delivering to standard
Other Requirements :
Right to work in Kazakhstan
Some work during unsocial / evening hours may be required, as well as travel around Kazakhstan
The monthly Gross salary for this post is KZT 310,000
Other benefits : Indefinite contract
Employees are entitled to the annual paid leave allowance of 24 (twenty-four) working days. Annual paid leave is earned pro rata from the date of appointment
Medical Insurance after three months’ probation period