Oferta pracy

Exams Operations Planning Manager North East Cluster

British Council

  • Warszawa

    Warszawa, Masovian
  • offer expired over a month ago
  • contract of employment
  • full-time
  • manager / supervisor
  • full office work, hybrid work
  • remote recruitment

Your responsibilities

Product Service Delivery

• Capacity Management - manages relationship with Commercial function for Demand and capacity fill

• Manages rolling 18 month single plan for all products down to Test Day

• Translates demand into capacity plan for venues, venue staff, papers

• Sets plans for resourcing profile and plans for test delivery in liaison with Commercial, Business Development and Operations counterparts in Cluster and Countries, sets calendar of exam dates

• Sets venue strategy, profiles and works with Procurement and Venue proprietor

• Provides guidance to secure venues and manages the venue contracting process

• Manages feedback from Operations team in country on venue performance

• Is accountable for exams registration process and timetabling

• Is accountable for handing over high-quality plan to Country Operations team min 98% complete

Customer service

• 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. Ensures the customer is kept informed throughout the process.

Relationship & stakeholder management

• Works with Business Improvement team (BI)/Change Manager on planning future changes to delivery profiles

Risk & compliance

• Contingency planning and risk management of supply

• Sets standards and performance manages Exam security and compliance

• Uses standardised 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. Contingency Planning

Analysis & reporting

• Supports regular planning/capacity meetings

• Holds relevant dashboards and reports, including cost to resource analysis

• Analyses team/unit performance outcomes and recommends improvements to resourcing standards

• Holds data and reports for the corporate audit frameworks

Commercial & resource management

• Operates and runs regular reports on range of standard, corporate financial processes and procedures to enable effective budget and resource management for the team, unit or project(s) – e.g. purchase order system, FABS, SAP, procurement processes

• Actively seeks to maximise value for money when acquiring resources, goods or services for the team, unit or project

Leadership & management

• HR and line management responsibilities - motivates and encourages team performance both face to face and virtually

• Plans and prioritises cluster operational activities, and supports team knowledge and skills development towards effective delivery of services

• Coaches and guides towards team performance of the country operations team, working with country leadership to address skills or motivation gaps as it arises

Our requirements

  • Right to work in Poland

  • English language skills to the CEF C1 level

  • Relevant experience of identifying suppliers in a business environment

  • Experience of translating demand requirements to ensure capacity can be met to deliver operationally within a large business

  • Experience managing small teams or demonstrating management potential

What we offer

  • Full time; 7.45 hours/ day, 38.75 hours/ week

  • Private medical care (Enel-Med)

  • Corporate sports card: MultiSport Light 10, co-funded by our Social Fund (ZFŚS)

  • Great discounts for our English courses and exams for you and your closest family

  • Possibility of random and social financial grants and holidays’ refunds from our Social Fund (ZFŚS)

  • Employee Assistance Programme – available psychological support for employees

  • Development possibilities within the structure

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • flexible working time

  • corporate products and services at discounted prices

  • holiday funds

Role Purpose:

The purpose of this role is to translate the agreed demand into capacity/resource requirements for Test Day staff, to fully optimise operations and margins while maintaining service levels, maximising agility and ensuring contingency. It will also manage, monitor and adapt the plan to changing requirements reporting on capacity fill, effectiveness of planning, utilisation, productivity and cost to serve.

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

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.

Further Information

Pay Band – Local Pay Band G

Contract Type – 3 months probationary period followed by a definite contract for 2 years with a possibility of extension

Job type – Full-time

Location – Warsaw/Poland

Closing Date – 2nd of August 2022, applications will close 23:59 CET

Role purpose

The purpose of this role is to plan and track exams capacity requirements against demand from 18 months out on a 12 month rolling basis to handover to appropriate Exams operations streams for Resource Management and Test Day delivery. The role will manage the translation of demand into capacity/resource requirements for venues, people and test materials to fully optimise operations and margins while maintaining service levels, maximising agility and ensuring contingency. It will also manage, monitor and review changes to plan reporting on requirements to fill capacity, effectiveness of Planning and cost to serve. This role will be required to manage remote relationships to Country/Cluster and ensure counterparts understand requirements and execute to plan on Test Day.

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.

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.

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