British Council Operations Manager - South Jobs in Nigeria

British Council Operations Manager - South Jobs in Nigeria




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.


Responsibilities

Product Service Delivery:


  • Implements a range of standardized, operational procedures and systems within a given work plan to achieve specified, clearly measurable targets (revenue, volume, time and/or cost)

  • Receives instructions, 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 standardized 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)
    Manage service delivery across all products – IELTS, Distribution, University and Schools.
  • Ensure smooth maintenance and transition to new processes including CBT and CD IELTS.
  • Serve as IELTS Administrator. Carry out responsibilities related to this role.

    Customer service:


  • 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.
  • Ensures end to end experience for test candidates is to high quality standard.

    Relationship & stakeholder management:


  • Develops good working relationships with appropriate colleagues to facilitate effective and efficient service delivery.
  • As required, supports the Head of Operations in hosting/attending external events or meetings, ensuring these run efficiently and effectively and that a positive, professional image is projected.

    Risk & compliance:


  • Uses standardized 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.
  • 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 into service/product/programme delivery.
  • Makes appropriate contingency plans to manage delivery safely and effectively in challenging or high risk
    circumstances.

    Analysis & 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

    Commercial & 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.
  • Operates and runs regular reports on financial processes and procedures to enable effective budget and resource management.
  • Handles budget management on assigned cost areas.

    Leadership & 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
  • Tasks and coordinates others (e.g. third party suppliers, external partners and internal colleagues) to complete activities in accordance with agreed service delivery/ contractual/ project milestones or requirements (e.g. cost schedules, time deadlines etc).
  • Deputies for Head of Operations – Nigeria, as required


    Requirements


  • University degree in any subject or relevant qualification - Minimum / essential
  • Assessment Stage - Shortlisting
  • Relevant experience of overseeing production of goods/provision of services - Minimum / essential
  • Experience of planning and delivery in a fast paced operational environment at a management level - Minimum / essential
  • Experience managing large teams - Minimum / essential
  • Experience of delivery change and ensuring that new ways of working are embedded - Minimum / essential
  • Experience working in Exams environment - Desirable
  • Experience of leading on delivery of computer based exams - Desirable
  • Assessment Stage - Shortlisting.



    How to Apply


    Interested and qualified candidates should apply online by 20th June, 2019.


    For more information and job application details, see; British Council Operations Manager - South Jobs in Nigeria


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