Exams Officer
British Council
Abuja
11d ago
source : myJobmag
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    The British Council is the world's leading cultural relations organization and creates opportunities for people in the UK and worldwide to understand each other, to work together and learn from one another.

    We see this as crucial to building secure, more prosperous and sustainable futures for us all. We build trust and understanding between different countries and cultures and develop strong international links that are of benefit to people in Britain and the rest of the world.

    Open Jobs

    Role Type : Business Delivery

    Pay Band : PB7

    Duration : 12 Months (fixed term)

    Reports to : Country Exams Manager

    Role Purpose

    To ensure increasing effectiveness and efficiency of operational delivery of all exam products in Nigeria through identification, implementation, maintenance from business improvement approaches as part of the Global Business improvement strategy and exams change programmes.

    Ensure minimal operational disruption during transition period.

    Geopolitical / SBU / Function Overview

    Current :

    Nigeria is now officially the largest economy in Africa. It is also the most populous country with over 180 million citizens.

    The UK is its largest trading partner. Nigeria holds significant political power in the region and internationally and its society retains a positive attitude to the UK.

    Therefore, there continue to be major opportunities for the UK and British Council to build on our strong existing relationships with the Nigerian government, institutions and customers / audiences.

    However, there are complex and substantial risks to this work Nigeria is the British Council’s largest operation in sub-

    Saharan Africa with offices in 4 cities Port Harcourt in the south, Kano in the north, Abuja the Federal capital and Lagos the commercial centre.

    We also have a number of project offices across the country. Our 200 staff work across a range of states delivering large scale contracts, partnership programmes, examinations, projects as well as services in Arts, Education & Society and English & Exams.

    We are already achieving substantial impact and income (current annual income is £27.2 million) and have plans to grow and develop our impact further.

    Partners and clients include government, public and private institutions, foundations, private sector organisations and civil society.

    We work closely with the wider UK mission including DFID and UKTI.

    Main Opportunities / Challenges

    The postholder will operate across Nigeria. The role will be accountable to provide people, process and change leadership through a transitional period to ensure business as usual operations is maintained while transitioning to a new operating model.

    Support the ongoing delivery of the current Exams Transformation Programme portfolio ensuring that the supply chain is efficient and effective on a global basis.

    Implementation of new products and services including support of the transition from paper based to computer based examsChampion for the region to enable the business to respond to future product demands.

    Review and guarantee improvement of exams systems to ensure that they remain fit for purpose and are designed to meet customer and stakeholder needs.

    Act as a funnel for the region to present challenges and to provide continuous support the implementation process from start to finish including evaluation of benefits and capability realized.

    Support business as usual compliance and operational activities

    Service delivery :

    Identifies and makes recommendations on improvements to ways of working that enhance the effectiveness and efficiency of Exams delivery, as well as the operational effectiveness of their internal customers.

    Supports transitional arrangements to the new operating model.Supports implementation of Exams Transformation and acts as a key agent of change for the country ensuring embedding in the business and benefits realisation.

    Supports the delivery of the strategic transition from a paper based exams business to the embedding of Computer Based Testing (CBT) processes in all delivery processes

    Continuous Improvement :

    Support the ongoing exams transformation programme by ensuring maximum effectiveness, efficiency and co-ordination of the delivery of the Exams businessProvides communication and documentation support on a range of market and competitor data to improve Exams delivery processes and servicesSupports the planning and delivery of business changes through processes and systems to the implementation in business in a more effective and efficient way

    Customers & stakeholders :

    Maintains excellent relationships and communication with internal and external stakeholders across the regions and SBU’s, to inform and enable improvements in the quality of exams delivery.

    Builds a network of internal sponsors and supporters to help influence decision-making.Develops peer / personal networks within and outside the BC to enhance own knowledge and expertiseBuilds understanding of exams product portfolio

    Risk & compliance :

    Support team to ensure Exams delivery is compliant with agreed standards and that areas identified for improvement are quickly and fully implementedActively champions and monitors staff compliance with the agreed corporate policies and practices relevant to their area of functional expertise.

    Investigates reasons for non-compliance and feeds these back into country, region and corporate team, as required

    Commercial & resource management :

    Shows an understanding of value for money / cost effectiveness in the advice, recommendations or service support provided to the business improvement teamProvide financial analysis to country, region and corporate team.

    Support regular financial reporting requirementsContribute to marketing strategy, as required. Help represent exams at external functions and / or with key partners.

    Leadership & management :

    Support exams leadership in planning and resource planning. Line manage staff across multiple locationsPlans and prioritises own work activities to ensure effective delivery of diverse responsibilities and deliverables over a quarterly to annual time horizonDetermines work plans and coordinates input from others to meet specific objectivesAs an experienced professional, contributes ideas to support the development of discipline-

    wide and customer-specific business plans and priorities

    Internal :

    Country Exams Manager Nigeria, Exams team Nigeria, Exams Product Managers, Venue Staff managers, Change Manager ExamsHR, Finance and Compliance colleagues, Nigeria, Head of Finance, Country Director NigeriaRegional Operations Manager, Regional Exams Director, Regional Compliance Manager and other regional exams colleagues.

    Country Strategic Business Unit (SBU) Directors, Nigeria and Regional Procurement colleaguesGlobal Examinations colleagues, Global exams transformation change teamShared Services Centre India and SAP specialistsRole equivalents across the British Council networkVenue staff and Examiners

    External :

    External SuppliersExams BoardsCorporate Partners

    Qualifications

    Bachelor's degree in any numerate course of study

    Role Specific Skills, Knowledge & Experience

    Minimum / essential :

    At least 3 years line management experience with evidence of managing staff performanceAt least 3 years in operations management, meeting challenging targetsExperience of business process improvement including improvement within a global business environmentExperience of supporting projects in response to customer expectations and changing products & services.

    Data analysis skillsExcellent communication and stakeholder management skills

    Desirable :

  • Broad knowledge and understanding of the Exams Delivery end to end supply chainKnowledge of project managementEducation or exams management experience;
  • or working in public sectorKnowledge of UK qualificationsLeading teams across dispersed teamsWorking knowledge of SAP

    Minimum / essential :

    Fluency in written and spoken EnglishShortlisted candidates will need to demonstrate that they meet the required standard through IELTS tests which will be administered as part of the recruitment and selection process

    British Council Core Skills

    Managing People (Level 4) : Experience of providing full line management to a team where members working across different areas of business or expertise.

    Managing Finance and Resources (Level 4) : Negotiates and agrees the resources for a defined area as part of forward planning, monitoring progress and adjusting resources or priorities to meet goals.

    Managing risks (Level 4) : Has track record of analysing potential risks, promoting risk awareness, and holding others to account for their practices.

    Analysing data (Level 3) : Able to apply or devise specialised concepts and methods of analysis or commission them from others.

    Understands the output and uses the results to make clear and / or solve complex business, market or policy problems.

    British Council Behaviours

    Creating shared purpose (more demanding) :

    Creating energy and clarity so that people want to work purposefully together

    Connecting with others (more demanding) :

    Actively appreciating the needs and concerns of myself and others

    Making it Happen (more demanding) :

    Achieving stretching results when faced by change, uncertainty or major obstacle

    Being Accountable (more demanding) :

    Showing real dedication to the long-term mission of the British Council or the team.

    Shaping the future (more demanding) :

    Exploring ways in which we can add more value

    Working together (more demanding) :

    Ensuring that others benefit as well as me

    Remuneration

    Starting Salary NGN 9,178,045.00

    Role Type : Business Delivery

    Pay Band : PB 7

    Duration : Fixed Term (12 months)

    Reports to : Country Exams Manager

    Role purpose

    To provide professional leadership and coordination of the implementation of the Exams change programme.

    Details

    In line with British Council Nigeria strategy and corporate requirements within the Exams Transformation Programme, and in agreement with Country Exams Manager :

    To support the business to deliver the people and technology system changesTo lead on overall planning and reporting, stakeholder management, communication alignment and review and benefits tracking.

    To lead on the detailed planning, process / systems set-up, and implementation of all aspects of the change programmeTo manage the programme timelines and key milestones against the agreed project plan -

  • To liaise with key internal and external stakeholders, ensuring coordination of inputs and outputs, and buy-in where requiredTo liaise with internal teams and on the implications of change, to agree aims and coordinate planning to achieve those aimsTo ensure awareness internally of the implications for change programmes on our operations;
  • to coordinate particularly closely with HR, Regional Exams colleagues, Finance and HR teams, and with relevant business teamsTo ensure expected change programme support (from global and regional teams) is provided to standard and on timeTo mitigate risk and to facilitate compliance in all aspects of the change programmeAll to achieve new staff model by March 2019, and completion of transitional arrangements and review by September 2019.

    Main Accountabilities

    The post-holder will (across operations in Nigeria) :

  • Develop and implement a detailed programme plan to ensure smooth transition for specified businesses to the new operating modelIdentify key stakeholders for each project / strand / work stream of the programme and ensure that detailed plans are developed and implemented;
  • projects / strands will include Project Management (including identifying risks / challenges and developing mitigation plans to ensure a smooth and seamless transition), HR and Finance (in close consultation with HR, Finance colleagues and Regional Colleagues), Premises (in close collaboration with outsourced consultants and relevant business teams), SAP, Tax, Governance and Legal, Branding, CommunicationsCollaborate closely with relevant teams to balance the requirements of the various businesses which will operate under the new modelTo ensure that the entity’s operations are supported by robust systems and processes and that relevant, staff are trained as appropriate.

    This will involve : Enabling processes to ensure compliance with local legal requirements, and internal British Council processesManagement of changes to systems (SAP), processes and peopleImpact analysis on operational processes and revision of those processes as appropriateEnsure development and delivery of communications plan covering the changes with particular focus on HR strandManagement of cut-

    over and go-live stabilisation to the agreed position as per the implementation plan (including relevant knowledge transition)Set up new systems and compliance frameworks as requiredReview of entity resource requirements for post go-

    live Liaise closely with relevant business to ensure the selection and set up of appropriate premises, resource and facilities requirements for the new model and ensure accurate financial modelling is completed in line with agreed timescalesSign-

    off of stabilisation process (3 months after go-live)Hand-over of management of BAU requirements to deputed managers in the entityMonitor and complete project closure procedures, including approval of go-

    live report and due diligence file as agreed with Exams Change stakeholders as appropriateEnsure smooth running of the new organisational structure once set upManagement of project budgets and project related procurement activities in line with corporate standards and policiesEnsure a lessons learnt review is conducted with stakeholders and documented at the end of the process.

    Quality Assurance, Operation and Risk Management :

    Ensure full compliance of the new structure with British Council and exam awarding body regulations surrounding security of confidential materialsEnsure all exam board and British Council Quality Standards are met

    Customer Service and Stakeholder Suppor :

    Regularly review customer journeys and implement best practice in : Registration systemsEnquiry-handlingInformation provision and communications to candidatesTest day procedures

    Other :

    Execute other tasks as assigned by line manager.

    Internal :

    Country Exams Manager Nigeria, West Africa HR Manager, Compliance Manager Nigeria, Head of Finance, Country Director NigeriaRegional Operations Manager, Regional Exams Director, Regional Compliance ManagerCountry Director Nigeria, Country Strategic Business Unit (SBU) Directors, Nigeria and Regional Procurement colleaguesExams team Nigeria, Exams Product and Venues Staff managersGlobal exams transformation change teamShared Services Centre India and SAP specialistsRole equivalents across the British Council network

    External : Exams Boards

    Qualifications :

    Bachelor’s degree in any numerate course of study. - Minimum / essentialAPM, PRINCE 2 or equivalent project management qualification -

    DesirableLegal and finance specialism - DesirableShortlisting - Assessment Stage

    Role Specific Knowledge & Experience :

    At least 3 years operational experience and / or project management experience - Minimum / essentialEvidence of managing a project to agreed timescales, budgets and standards -

    Minimum / essentialEvidence of strong stakeholder management and communications - Minimum / essentialExperience a managing people and technology change projects.

  • Minimum / essentialTrack record in managing projects with multiple stakeholders and drawing onexternal advice. - Minimum / essentialEducation or examinations management -
  • DesirableKnowledge of UK qualifications and / or processes involved in administering - DesirableExperience working in an international environment -

    DesirableExcellent working knowledge of SAP (highly desirable) - DesirableShortlisting and Interview - Assessment Stage

    Language requirements :

    Fluency in written and spoken English - Minimum / essentialShortlisted candidates will need to demonstrate that they meet the required standard through the IELTS test which will be administered as part of the recruitment and selection exercise -

    Minimum / essentialShortlisting and interview - Assessment Stage.

    NGN 9,178,045.00

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  • Role Type : Business Delivery

    Pay Band : PB 4 H

    Duration : Fixed Term contract ending March 2019

    Reports to : Assistant IELTS Administrator, Lagos / Head of IELTS Operations

    Main Accountabilities (including people management and finance)

    As Exams Officer, the post holder will be line managed by an Operations Manager or IELTS Administrator in Lagos.This role will support delivery of all examinations administered from the Lagos office.

    This role will ensure that assigned tests are delivered in a timely mannerAll administrative procedures are in full compliance with examination boards, partners and EQCA standards.

    Reliability : to ensure examinations are delivered securely according to board requirementsQuality and Compliance : to deliver a high standard of customer service to our schools and their candidates.

    As measured by our own Exams Quality Standards, Customer Service Standards, and inspection visits from Cambridge International Exams, IELTS and other examination boards as required.

    Finance : all British Council standards for managing finances are met with relation to income reconciliations, cash handling, managing purchase orders, managing contracts and procurement.

    Main Duties

    Administration of examinations (pre-test) :

    Overseeing the taking delivery of examinations materials and checking them prior to exams commencing, packing and returning scripts, maintaining logs appropriately.

    Answering enquiries about exams.Exam registration procedures including receiving and collating registration forms, entering and retrieving data on exam board registration portals, payments and exams correspondence including dispatch of results.

    Assist with recruitment and management of venue staff (invigilators, examiners and inspectors).Assist with evaluation of new associate schools, agents and other educational institutions.

    Assist with searching for and evaluation new venues.

    Exam delivery :

    Delivering Examinations on test days which includes : Supervision of venue staffEnsuring adherence examination day proceduresDelivering speaking testsverseeing practical examinations Post-

    Examination administrationSecure and accurate despatch of test answers and materials to the examination board. Maintaining accurate logs of examination paper movements.

    Effective delegation of duties when absent on leave or through illness etc.

    Venue Staff :

    Venue staff creation, scheduling and payment.Assist with monitoring and training of invigilators.To be part of the recruitment, training and monitoring team for venue staff.

    To act as liaison between examiners and the relevant operations managers and trainers.

    Client support :

    To assist in planning agent briefing events, and to support agents in the registration and preparing candidates for exams.

    To assist schools with becoming associate centres, as necessary.To assist Exam / Grant Funded Services (GFS) project managers in delivery of Education / Skills-

    specific events, including assisting with managing relationships with stakeholders.To assist with managing administration of exams with professional bodies partners, as necessary.

    Marketing & Customer Service :

    To assist in providing data for marketing action plan and business planning.Seeking and using customer feedback to improve service delivery.

    To assist the Regional Sales Manager in appropriate marketing of examinations in Nigeria.To follow a programme of visits to schools / educational institutions / training providers to build relationships with existing and potential clients to expand the business.

    To assist in customer service, delivery of other examinations and other duties as required in this small office, especially in times of staff absences.

    Finance :

    To assist with preparation and submission of income reconciliations to agreed timescales.To record income correctly on the FABS (Finance and Business Support) system and in a timely manner.

    To comply with Contract and Procurement standards.

    Continuing professional development :

    To ensure that elective and mandatory training is completed. To contribute to centre and national meetings and working groups.

    Internal :

    Country Exams Manager, Deputy Country Exams Manager, Examination Officers elsewhere in Nigeria and globally, Customer Service Staff Nigeria, Finance Manager Nigeria, Regional Exams Team, IELTS team, Professional Exams Team, Schools Team

    External :

  • Vocational and higher education training providers in Nigeria and the UK. IELTS Regional Team. School Principals, Educational Agents, AISEN, APEN, ELTAN and other professional teaching associations;
  • venue staff, enquirers, candidates

    Language requirements :

    Fluency in written and spoken English

    Qualifications :

    Bachelor’s degree in any numerate course of study. (Minimum / essential)A qualification in examinations management. (Desirable)

    Role Specific Knowledge & Experience :

    Providing and monitoring service within quality standards. (Minimum / essential)Working quickly and accurately to tight deadlines.

    Minimum / essential)Experience of handling and reporting on payments from customers. (Minimum / essential)Training and managing a team to deliver to quality standards.

    Minimum / essential)Arranging meetings with stakeholders. (Minimum / essential)Experience of delivering examinations in a timely and secure manner (Desirable)

    Reports To : Head of Customer Service / Exams Quality and Training Manager

    Region : Sub Saharan Africa

    Department : English & Exams

    Job Category : Customer Services

    Role purpose

    To support the delivery of high quality customer service as part of a larger team in line with the corporate standards and policies.

    The postholder will be the main point of contract for visitors, providing information about our products and services. The role is also responsible to ensure a smooth customer journey through all our communication channels.

    Main Accountabilities

    The postholder will be based in Abuja, working within a team dispersed across officesTo deliver a high standard of customer service to our customers and prospects and make them advocates of the British CouncilTo handle first level enquiries received in person, by email or telephone on relevant aspects of the British Council’s activities / products, in a friendly and professional manner, in line with customer service standards.

    Forward second level enquiries to relevant colleagues, ensuring they are attended to within specified timelines.To update and maintain standard responses and other information for enquiry handling and send out information by mail or telephone, as requiredTo carry out all reception and registration duties as required in line with relevant corporate standards and policies.

    Ensure that visitors are attended to immediatelyAll service registration procedures (, Certification and other programme registration) are fully understood and implemented to standard.

    To record all forms of customer data and records accurately to meet corporate customer service standards to inform reporting requirements and strategic decision makingTo support training of venue staff to ensure adequately trained and updated to deliver excellent customer service for British Council activities such as exams and external event activities, as requiredTo maintain an up-

    to-date contact database of our customers, in relevant segments, within the agreed contacts spreadsheet or system ()Ensure that customer receives responses within our service level agreements and within customer service policyEnsure information about the full range of British Council products and services is clearly and confidently articulated to customers, encouraging customer engagement and possible cross-

    selling of other British Council productsEnsure regular communication and working is maintained with back office teamsTo regularly attend staff meetings to both gain and impart knowledge about our customers, products and servicesRegular communication and working is maintained with back-

    of-house teamsReceive mail packages on behalf of team and in line with internal policy. Follow compliance policy per exams quality standards with regards to confidential materials.

    Information Knowledge Management :

    Manage information created and received in compliance with British Council’s information management standards, policies, the UK data protection principles and local legislation.

    Stock keeping of materials :

    Maintaining logs of exam preparation materials, as required.

    Finance :

    Ensure that payments are collected, receipts issued and accurately posted on the system. (This is mostly applicable to exam payment processing)To collect and report payment collected from customers for exam services on a daily basis according to FCCF and audit requirements, by issuing receipts for all income received to enable reconciliation and processing of refunds.

    Financial transactions must be balanced and closed with actual received income.Conduct daily / weekly reconciliations on financial systems and spreadsheet.

    Other Duties :

    To discharge other duties and activities as directed by Management.

    Key Relationships

    This list is not exclusive but demonstrates that the range of relationships :

    Internal : Head of Customer Service, Customer Service colleagues Nigeria, Exams Team Nigeria, Regional Customer Service Lead, UK Customer Management Team, Strategic Business Unit Leads, Marketing Communications Team.

    External : Visitors, Customers, Enquirers, Exam Candidates, Venue Staff, External Stakeholders , UK Exams Board representatives.

    Minimum / Essential :

    Education to degree level or equivalent.

    Role Specific Knowledge & Experience

    Minimum / Essential :

    Dealing with customers and enquiries in a service environmentProviding and monitoring service with quality standardsWorking quickly and accurately to tight deadlines.

    Strong attention to detailExperience in handling and reporting on payments from customersExperience dealing with difficult customersStrong verbal and written communication skills.

    Minimum / Desirable :

    Experience in public sector, education or related services industryManaging and training casual staffExperience in digital communication (, website)Knowledge of the education and qualification systems in UK and Nigeria.

    Method of Application

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