Exam Operations Officer

Exam Operations Officer

Date: ‎08-Jan-‎2023
Location: Sharjah, Middle East and North Africa, AE
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:

The purpose of this role is to ensure exams operations and supporting
resources meet customer experience requirements and ensure exams integrity on
the ground. This role is ultimately responsible for efficient, effective and
compliant Test Day delivery, managing cost, risk and contingency on the ground
and setting standards, developing and managing the performance of their team.
This role 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. The role will need to
be on standby during exam sessions and troubleshoot or escalate issues for
prompt resolution.

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 logistical 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, computer-based 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 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.


• Provides routine direction, information, and advisement to students and prospective students in regards to testing policies, procedures, and outcomes


• Develops and maintains good working relationships within the British Council to enable and 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, anti-fraud 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 guideline

About You (essential requirements for the role):

• The British Council systems and global processes operate in English. Excellent written and verbal proficiency in English is must (B2 level).


• University Degree or relevant working experience for ‎2 years in a similar environment


• Experience working in Exam's environment


• Experience managing operations in Exam's environment.

Desirable requirements for the role

• Arabic at Proficiency level B2.


• Knowledge of British Council Quality and Compliance policy

Further Information:

• Role: Exam Operations Officer (‎35799)


• Number of positions: ‎1


• Pay Band: BRC 4H


• Location: Dubai and Sharjah, UAE


• Salary: Basic Salary : ‎6063.2 AED / Month and Transport allowance : ‎2899.58 / Month


• Contract type: Fixed term local contract ‎2 year


• Closing date: 22nd January ‎2023 (‎23:59 Gulf Standard Time)


• 
  

  Other: This role is open to candidates who have right to work and are located/based in UAE.

  
  


• 
  

  Please note that all applications should be submitted only in English.

  
  


• It is advisable to apply in advance to avoid any technical issues at the last moment


• We work five days a week which might include working in weekends and unsocial working hours during the peak periods. Might also include irregular domestic and international travel.

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
[email protected]

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.