* This vacancy is with BC Examinations and English Services India Pvt. Ltd. (BCEESIPL), a wholly owned subsidiary company of the British Council. The post holder will ensure effective, efficient delivery of the exams and test day experience in line with global and corporate standards. 

Details

Location Gurgaon
Duration Indefinite Contract
Closing date Sunday, 13 January 2019

Role overview

Main Accountabilities:

Leadership & management

▪ Actively applies coaching, performance feedback and sickness/absence management techniques to maximise staff productivity and motivation in a high volume/pressurised delivery environment.

▪ Provides feedback and platforms for upskilling and knowledge /skills exchange between within cluster

▪ Sets and oversees delivery of work-plan and Enables a climate of constructive feedback and productive workplace performance.

▪ Shares ideas to implement and identify new operational plans Set effective handover and team working across Operations in Cluster and ways of working with Commercial/Business Development

Product Service Delivery

▪ With COO and ADs develops 1-3 year Operations plan, including continual improvement to global standards, effective integration of new products/services /delivery methods and process/ systems changes

▪ 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)

▪ End to end oversight of Examiner and Venue Staff management and test day delivery of all exams, service delivery performance /standards and effective capacity management

▪ Defines and approves SLA (Service Level Agreement) requirements and performance management of supporting functions/external suppliers

▪ Ensures customer journey meets global delivery standards

▪ Prioritises work and resolves day-to-day operating resource issues for the Country, to ensure high quality, consistent and efficient services are delivered

Customers & stakeholders

▪ Ensures achievement of Customer Experience standards and performance by regularly gathering feedback to drive improvement

▪ Translates agreed customer service and client management strategies into appropriate local operational policies and procedures.

▪ Monitors and reports on the clusters achievement of agreed customer satisfaction performance targets.

Risk & compliance

▪ Uses standardised processes to monitor compliance with agreed corporate risk management procedures relevant to service delivery (e.g. child protection, security policies, financial protocols, anti-fraud measures)

Analysis & reporting

▪ Uses standard data analytics and reporting tools to validate strategies and operational planning.

Commercial & resource management

▪ Stays within parameters on Operations budget, Cost management and efficiency of operational activities (including link to Finance and Procurement)

▪ Sets standards, embeds changes and delivers cost savings consistent with Global/Regional Programme for change

▪ Sets up operational platform and ensures capability in place to achieve economies of scale and deliver improved agility

▪ Define Venue Strategy and ensure technical support in place to meet physical footprint/demand from Commercial Manager and new methods of delivery

How to apply

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