Cluster Resources Asssistant Manager Sea 1
3 weeks ago
Cluster Resources Asssistant Manager SEA 1
**Date**:23 Jan 2024
**Location**: Penang, East Asia, MY
**Company**:British Council
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.
We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.
Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021-22 we reached 650 million people.
**Pay Grade: 5**
**Contract Type: Indefinite**
**Location: To be based either in Singapore, Malaysia, Thailand or Vietnam**
**Role Purpose**
The purpose of this role is to support the planning and deployment of the right mix and profile of Examiners, Venue Supervisors and Venue Staff for Test Day delivery. This role will support cluster operations in the development of the workforce plan, travel logistic arrangement and monitor performance to ensure up to the compliance standards as well as right level of customer experience and optimum cost, utilisation and productivity. This role will undertake tasks as directed related to the recruitment, training and management of Examiners.
**Main accountabilities but not limited to the following**:
**Product Service Delivery**
- Support the recruitment process of examiners and venue staff.
- Support the scheduling of test day examiners and venue staff to ensure the quality standards and cost efficiency.
- Arrange travel for examiners and venue supervisors or other venue staff.
- Arrange training sessions, annual certification and monitoring sessions for examiners and venue staff.
- Ensure the documentation for examiners and venue staff are complete and compliant; maintain the records on systems are up to date.
- Support on management of performance standards, Engagement Strategy and succession plan to maintain productivity and quality standards.
**Customer service**
- Works with management to ensure the customer is kept informed throughout the process.
- Handle enquiries and complaints from examiners and venue staff.
**Relationship & stakeholder management**
- Provide data to management when they engage with venue Staff or examiners to act on issues/ complaints.
- Develops good working relationships with appropriate colleagues.
**Risk & compliance**
- Support activities related to contingency planning and risk management of supply.
- Adheres to standards on Exam security and compliance.
- Familiar with standardised processes on compliance and 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.
**Analysis & reporting**
- Provides data and supports daily/weekly planning/capacity meetings.
- Participates in daily dashboard, weekly reporting, cost to resource.
- Performs basic analysis on outcomes and recommends possible improvements to resourcing standards.
**Managing self & others**
- Plans and prioritises own work activities, which span across various countries, responding to changing and at times competing requirements to ensure effective delivery of responsibilities over a weekly/monthly time horizon.
- Executes own tasks and coordinates with others (e.g. internal colleagues or external contractors) to complete time-limited, straightforward activities, within established procedures, in order to ensure efficient delivery of services.
- Monitors own task completion to agreed quality and time standards.
**Role specific skill, knowledge and experience**:
- Must have knowledge/ experience in child protection policies and practices.
- Experience working in an exams environment and knowledge of PSN standards for management of examiners.
- Excellent communications skills.
- Experience or ability to manage non-permanent resource including oversight of performance.
- Knowledge of British Council EDI and recruitment policy’s and standards.
**Person Specification**:
- A good working knowledge of spoken and written English (IELTS 6.5 or equivalent).
- Experience of overseeing daily operations in a business environment.
- University Degree or relevant qualification.
A connected and trusted UK in a more connected and trusted world.
**Equality, Diversity, and Inclusion (EDI) Statement**
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 dis
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