Operations Resources Manager - KSA, Bahrain and Kuwait

Date: ‎28-Sep-‎2022
Location: Dammam ‎32252, Middle East and North Africa, SA
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 plan, train and deploy the right mix and
profile of Examiners, Venue Supervisors and Venue Staff for Test Day delivery.
Ultimately responsible for ensuring resource availability, capability,
contingency and pipeline to meet demand, this role will develop the workforce
plan, resource engagement/retention strategy, manage succession planning and
monitor performance to ensure right level of customer experience and optimum
cost utilization and productivity.

This role will recruit, train and manage Examiners. Bulk recruit Venue Staff
and ensure appropriate level of recruitment for Venue Supervisors to put
through short lists for Operations Managers to select.

Main Accountabilities:

Service delivery

• 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)


• Manages internal/external SLA's (Service Level Agreements), with HR to ensure strong pipeline of skilled and motivated resource pool to support exams delivery


• Working with local HR for compliance with recruitment and induction of resources


• Develops Test Day resource plan to match individuals to required resource profile


• 
  

  Develops and advises on Performance Standards, Engagement Strategy and succession plan to maintain productivity and quality standards.
  Leadership and management

  
  


• 
  

  Motivates and encourages team performance in virtual (non-face to face situations).

  
  


• 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.

Customers/ Relationship and stakeholders

• Advises on or directly engage with Venue Staff or Examiners when and issues/ complaints arise to provide solutions

Risk and compliance

• Contingency planning and risk management of supply.


• Sets standards and performance manages Exam security 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.


• Serves as point of escalation for Country Operations Managers on significant issues

Commercial and resource management

• Plans and manages the Resource Budget for the cluster

Analysis and reporting

• Supports daily/weekly planning/capacity meetings


• Holds daily dashboard, weekly reporting, cost to resource


• Analyses outcomes and recommends improvements to resourcing standards

About You (essential requirements for the role):

• Fluent written and spoken English


• Degree in any subject, or ‎2 years of relevant work experience


• Must have knowledge/ experience in child protection policies and practices


• Experience working in an exams environment and knowledge of Professional Support Network standards for management of examiners


• Excellent communications skills


• Experience or ability to manage large remote teams

Desirable requirements

• Arabic


• Experience in delivering training


• Knowledge of British Council EDI and recruitment policy's and standards

Further Information

• Role: Operations Resource Manager KSA, Bahrain and Kuwait


• Number of positions: ‎1


• Pay Band: Pay Band ‎6/Grade G


• Location: Flexible within KSA (Riyadh, Dammam or Jeddah)


• Contract type: ‎1 Year Fixed Term Contract


• Salary offered for the position: Basic salary : ‎8250 SAR ,Housing allowance : ‎2000 SAR and Transport allowance : ‎700 SAR


• Other requirements: This role is open to candidates who have the legal right to work in KSA


• Closing Date: ‎11 October ‎2022 (‎23:59 Gulf Standard Time)

It is advisable to apply in advance to avoid any technical issues at the
last moment. Please note that all applications should be submitted in
English.

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.