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Delivery Manager-Global Marking Support
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Full Job Description
Date: 13-Sep-2022
Location: London, UKM, GB
Belfast, UKM, GB
Cardiff, UKM, GB
Edinburgh, UKM, GB
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London, UKM, GB
Manchester, UKM, GB
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
Support the Global Marking Support Manager providing support to the Examiner Hubs in ensuring that the Hub operates effectively and consistently. The post holder will ensure that all processes in the Examiner Hubs are carried out to a high standard in accordance with all appropriate internal policies and external regulations and can withstand scrutiny
Main opportunities and challenges for this role:
- Working with internal and external stakeholders in developing and implementing procedures and solutions in the Global Marking hub to mitigate business risks and non-compliance.
- Coordinating with the Marking Operations and Examiner hubs on agreed standards and processes to ensure targets are achieved on-time, on-quality and on-cost fulfilment
- Supporting hubs to develop delivery and operational models in order to meet market demand and business development targets
- Assist Global Marking Support Manager in supporting Global hub Examiners management
- Provide support for staff in Global Marking Function
- Carry out administrative duties relating to training, recruitment, availability collection and work allocation, standardisation and monitoring of Examiners and Clerical Markers
- Deal with Examiner payment queries and follow up
Main accountabilities but not limited to the following:
Service delivery
- Ensure monitoring records for kept for all Global Hub Examiners and any necessary follow-up activities completed by test centres and Examiners.
- Assisting Examiners with certification and monitoring enquiries and supporting Examiners who have problems with re-certification.
- Arrange facilitation and logistics for Examiner training in accordance with standards, including liaison with third party space providers if necessary
- Access, check and edit Examiner details on EMM database as required
- Prioritises work and resolves day-to-day operating resource issues Remote Speaking Project to ensure high quality, consistent and efficient services are delivered
- Coordinating with Remote Speaking Manager on agreed standards and processes to ensure marking targets are achieved on-quality and on-cost fulfilment
- Makes recommendations to Examiner Management Team on procedural improvements, resource requirements and other operational initiatives to drive enhance team performance, cost effectiveness, service quality and efficiency
Customers & stakeholders
- Communicate with and provide support for Senior Examiners, Examiners, external and internal partners with regard to Examiner- related enquiries on policies and procedures
- Ownership of effective communication with Test Centres, Regional Team and Speaking Examiner Hub Team to ensure the efficient processing of candidate results on time to meet marking schedules for all test dates, including monitoring examiner usage and flagging shortages.
- Providing initial assistance to Examiners who are experiencing technical problems with Remote Speaking System, including allocation and access issues
- Organise quarterly feedback sessions with ESCs, analyse outcome to drive continuous improvements in customer experience.
Risk & compliance
- Uses standardised processes to monitor teams compliance with agreed quality procedures, ensuring adherence with regulatory and internal compliance requirements. Highlights to senior managers any instances of non-compliance.
- Ensures Examiners receive and maintain appropriate induction/training in all relevant risk management procedures and all documents are obtained and meets audit requirements
- Uses standard corporate protocols to assess a range of risks in to service delivery. Makes appropriate contingency plans to manage delivery safely and effectively in challenging or high-risk circumstances.
- Liaise with Examiners and the PSN team regarding all PSN queries
Analysis & reporting
- Complete required regular reporting to Head of Examiner Standards when required
- Assisting PSN Manager with generation of monitoring reports for Examiners
- Presents complex information clearly, using an appropriate combination of written, graphical and financial data/analysis, to enable evidence-based operational decision-making and planning.
Commercial & resource management
- Taking Ownership of the process of payment for ESCs and Video Call Speaking Examiners, acting as first point of contact.
- Measure monthly ESC expenditure against agreed budget, reporting on pipeline versus plan targets
- Measure weekly Examiner expenditure against agreed budget, reporting on pipeline versus plan targets- with relations to Video Call Speaking
Leadership & management
- Support Remote Speaking Project Manager with setting and overseeing Examiner allocation, ensuring that there are mechanisms in place to track productivity and maximise utilisation across all products
- May contribute to the development, delivery or commissioning of externally supplied training support to maintain and improve operational effectiveness of colleagues on a range of service/product/programme delivery-related topics
- Coordinate Examiner recruitment, training, standardisation and recertification. Participate in recruitment interviews for new Examiners as required.
- Schedule standardisation and recertification sessions as necessary.
- Leads and controls the workload Speaking Examiner Coordinator, ensuring clear communication of goals and expectations
- Sets and oversees delivery of the work plan for the managed team of 1 permanent staff and any temporary staff, holding them to account for achieving agreed performance targets that are aligned to the Global Marking function’s wider priorities and goals
- Provides coaching and mentoring to staff to build capability and capacity within the team and ensure they receive the support it requires.
Role specific knowledge and experience:
Minimum / essential
- Demonstrable ability to deliver results in a pressured environment
- Demonstrable experience of developing and implementing exams business process
- Demonstrable track record of managing risk and compliance in exams operations
- Demonstrable experience in conducting training workshops for exams staff or colleagues
- Demonstrable experience of working with multiple systems
- Demonstrable experience of working with a dispersed team across more than one location
- Proven track record of delivering tangible outcomes and getting things done to quality, time and budget
Desirable
- Knowledge and understanding of Exam business operation
Further Information
Pay Band – PB7
Contract Type – Indefinite
Location – Poland, Czech Republic, Spain, Portugal, Italy, Romania, Greece, Bulgaria (EU countries)
Serbia, Albania, Turkey, Georgia, Azerbaijan, Armenia, Ukraine, Uzbekistan and Kazakhstan
Requirements – Candidates must have the pre-existing (permanent) right to work in location. Mobility / relocation / visa sponsoring support will not be provided. If you are currently sponsored by the British Council, in a country or regional role, please check with your local/regional HR colleagues if you are able to remain in your current location for this global role.
Closing Date – 27th September 2022 at 11.59 UK Time
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 askhr@britishcouncil.org
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.
