Date: 24-Aug-2021
Location: Cairo, Middle East and North Africa, EG
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.
Contract Duration: 1 year (renewable)
Location: Cairo, Egypt
Pay Band H/4
Salary: 7709 EGP/month + medical insurance
Closing date: 3 September 2021
Role Purpose
The purpose of this role is to ensure the efficient, effective operational co-ordination and delivery of B2B Exams and Projects at the right cost and customer experience. The role is to support B2B Customers on operational, system and technical issues and report issues and resolutions to the Account Relationship Manager to develop and retain the Account.
This role 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. The role will need to be on standby during exam sessions and troubleshoot or escalate issues for prompt resolution.
Function Overview
Our work in exams creates international opportunities and builds trust & value for the UK. We:
- Give people access to life changing opportunities through UK qualifications.
- Support the promotion of the UK as a study destination.
- Provide a sustainable base for other cultural relations activities.
We currently have two main examination centres (Cairo & Alexandria) delivering around 150,000 exams to 70,000 candidates annually all over Egypt, with School Exams and IELTS the predominant product lines. We have seen strong growth in recent years, and it is expected to expand further. The Egypt exams portfolio is of vital importance to the British Council in terms of the impact it creates for the organization for individuals, institutions and educational systems.
Egypt is coming out of a period of economic turbulence, with signs of stability following the drastic devaluation in Nov 2016 – inflation is decreasing, the exchange rate is steady.
The core focus is to develop the IELTS, Aptis, and Schools businesses, extending reach, enhancing customer and partner support and service, developing new markets, counteracting, and pre-empting competition.
Main Accountabilities:
Service delivery and Operations
- Support registration of exam entries, responding to queries or issues
- Provides technical assistance leading up to and on Test Day
- Undertakes bulk upload and cash reconciling
- Project management and vendor management to ensure procurement, regular servicing and readiness of use of IT related equipment to ensure smooth delivery of exam services.
- Ensures technical compliance of equipment and connectivity at test venues
- Plans and prioritises own work activities, which span across a range of different work streams, responding to changing and at times competing requirements to ensure effective delivery of responsibilities over a weekly/monthly time horizon.
- Supports all relevant to pre-test, test day, post-test services and procedures.
- Coordinate with test day operations coordinator relevant tasks of pre-test, test day and post test
Customers/ Relationship and stakeholders
- Supporting continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department
- Proactively work with Operations Manager to deliver satisfactory and timely resolution of customer (internal or external) complaints, coordinating input from other team members as required. Ensures the customer is kept informed throughout the process.
- Acts as ‘help desk’ to venue staff and customers / candidates
- Develops good working relationships and engagement with Venue Staff and appropriate colleagues throughout the BC to facilitate effective and efficient service delivery.
- Act as point of contact and manage escalated issues in country from Venue Supervisors and Venues, supported by Operations Manager / Cluster team when required.
Risk and compliance
Adhere to Quality and Compliance Assurance (QCA) standards, exams boards standards & guidelines, and IELTS audit requirements at all times. Strict adherence to exam security and administration requirements is an essential part of the job
Undertake contingency and risk management on the ground, liaise with Local IT, Examiner or Venue Staff to ensure alignment on communications
Follows agreed corporate risk management processes and procedures when delivering services (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the BC and its customers at all times.
Analysis and reporting
- Uses standard procedures and templates, regularly records, analyses and reports on operational activity such as venue staff performance to support senior managers in making timely and effective business decisions that respond to operational needs.
- Supports wash-up meetings to review Test Day performance delivery, continual improvement and corrective actions
Finance
- Manage financial transactions through SAP and carry out related duties as per role on SAP (e.g. raise purchase requisitions/sales orders) in compliance with essential Finance and procurement policies
- Assist with income reconciliation, income collection, vendor payments etc as needed
Qualification & Experience
- Bachelor Degree in relevant field
- Fluency in English is mandatory
- Minimum 2 years experience in Operations or Administration
- Experience working in Exams administration, or exams knowledge or school’s administration
- Experience with logistics and organization and operations
- Excellent communications and stakeholder relationships skills – experience resolving issues and providing guidance for others
- Managing small projects.
- Excellent computer/IT skills.
- Experience of risk and compliance environment
- Experience in Customer Services environment
- Knowledge of QCA
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.
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