Exams Officer
Job Description
The purpose of this role is to ensure exams operations and supporting resource meet customer experience requirements and ensure exams integrity on the ground. This role is ultimately responsible for efficient, effective, and compliance of exams delivery, managing cost, risk and contingency on the ground and setting standards, developing, and managing the performance of their team.
The post holder will be required to support other locations in the country and may be required to extensively travel in such circumstances. Post may also be required to work in flexible shift patterns depending on business needs.
Role context
The purpose of this role is to ensure the efficient, effective operational co-ordination and delivery of all Exams and projects at the right cost and customer experience. The role supports clients & customers on operational, system and technical issues and report issues and resolutions to the Operations Manager.
You 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. Further to this, you will need to be on standby during exam sessions and troubleshoot or escalate issues for prompt resolution.
Responsibilities
• Operations Manager Bahrain & Cluster, Regional Operations Manager, Business Assurance, Country/Geography BD, Planning Manager, Operations Resource Manager, Customer Services, Finance, Resource, HR, GIS, Procurements, Country Director External • Venue Staff, Examiners, Venues, Exam partners and agents; Exam Boards; Receiving Organizations; Exam candidates, B2B Customers, Technical support providers. Main accountabilities: Service Delivery: • Receives instructions and requests from operations manager and organizes 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 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) • 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 regard to testing policies, procedures, and outcomes. • Develops good working relationships with appropriate colleagues throughout the BC to 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 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, 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 guidelines. Person Specification: Language requirements • B2 written and spoken English (Essential) • Arabic (Desirable) Education • University Degree or relevant working experience for 2 years in a similar environment (Essential) Role Specific Skills • Ability to adapt to fast-changing business requirements. • Flexibility to work across locations. Role Specific Knowledge & Experience • Experience working in exams environment (Essential) • Experience managing operations (Desirable) British Council Core Skills • Planning and organizing Level 2 Organizes own work over weeks and months, or plans ahead for others, taking account of priorities and the impact on other people. • Analyzing data and problems Level 1 Breaks down problems into a list of tasks to be done and decides on appropriate action. • Using technology Level 1 Able, with adjustments, if necessary, to use office software and British Council systems to do the job and manage documents or processes. • Managing risk Level 2 Has track record of identifying and highlighting risks and suggesting mitigating actions. British Council Behaviors • British council values and behaviors are applicable across our organization, in all roles and at all levels. They are important because they say what we stand for at the British Council and help us to deliver our strategy. We use them to guide our decision making, as well as guiding how we treat one another and the people we work with. These will be assessed in the selection process. Our values are: Open and Committed; Expert and Inclusive; Optimistic and Bold. • The behaviors for each values pair can be found on our Intranet SharePoint site for internal staff and at our Careers portal for external applicants.