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.

Test Day Operations Cameroon

 Role Purpose

To ensure exams operations meet demand, whilst maintaining customer service quality, exams integrity and compliance standards across Cameroon. This role is ultimately responsible for efficient and effective capacity, cost management, test day delivery expected to guide and coach team members to meet operations and service delivery standards.

Main opportunities and challenges for this role:

The appointed person should be experienced in setting up new operational ways of working to support the new Exams Operating Model. You should also be skilled in coaching as you will be responsible for developing team members to delivery to a high standard and ensuring culture change is considered. Additionally, you will also be responsible for upholding compliance standards and efforts to standardise across product. And also implementing significant change, with regards to people, process and systems and upholding a customer service culture.

Main accountabilities but not limited to the following:

• Implements a range of standardised, operational procedures and systems within a given work plan to achieve specified, clearly measurable targets (revenue, volume, time and/or cost).
• Receives instructions and requests cluster leadership and 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.
• Takes end-to-end accountability for researching and obtaining satisfactory and timely resolution of complex/escalated customer (internal or external) operational complaints and issues
• Develops good working relationships with appropriate colleagues to facilitate effective and efficient service delivery.
• Uses standardised processes to monitor team/unit compliance with agreed corporate risk management procedures relevant to service delivery.
• Highlights to senior managers any instances of non-compliance.
• 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
• Directly plans and controls specific cost variables to meet established targets, ensuring compliance with all relevant corporate financial systems and processes
• Plans and prioritises country's operational activities, and supports team development towards effective delivery of services

As with any business that experiences peaks and troughs of activity, there is likely to be a need to work outside office hours from time to time.

Role specific knowledge and experience:

• Experience of planning and delivery in a fast-paced operational environment at a management level
• Experience managing small teams or demonstrating management potential
• Experience of delivery change and ensuring that new ways of working are embedded

Further Information

Pay band: 6

Contract type: indefinite

Alternative locations the role could be based: Yaounde, Cameron

Department: EE&S

Essential Requirements–

The successful candidate will need to possess the following requirements:

• Relevant experience of overseeing production of goods/provision of services
• A good level of spoken and written English (at least B2 level)

Desirable requirements

• University degree in any subject or relevant qualification
• Experience working in Exams environment
• Experience of leading on delivery of computer-based exams

Closing Date – 1 July 2021 applications will close 23:59 Nigeria Time

Additional Information: 

• Must have existing rights to live and work in Cameroon

A connected and trusted UK in a more connected and trusted world.

Equality Statement

The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies. 
The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.

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.