Exams Resources and Operations Manager

  • Full Time
  • Toronto

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.

Salary:  60,145 CAN (annual salary)
Contract Type:  Indefinite
Location:  Greater Toronto Area

Department:  Exams

Right to Work Requirements:  Existing right to Work in Canada. The British Council is not able to support or sponsor work visa applications.

Closing Date:  advert will close on  Sunday, July 21, 2024 at 23:59 Colombia time .

Role Purpose

This new role has a dual purpose, overseeing the Direct Delivery of exams at British Council premises and providing comprehensive support to British Council staff and regional management.

The first responsibility involves coordinating with local and regional colleagues, maintaining operational relationships with Partner Testing Points across Canada, and ensuring the smooth delivery of exams.

The other responsibilities include managing office and premises operations, procurement, compliance, HR, IT, and event management, all aimed at creating an efficient and secure environment for both staff and customers, in alignment with British Council values and standards. Additionally, you will be ensuring timely and accurate financial transactions.

If this sounds like your knowledge and experience, do apply and help us in maintaining excellence and operational efficiency at the British Council.

Main accountabilities but not limited to the following

  • Provides support on Canada expansion plans as part of the overall business strategy, new product launch, and systems development.
  • Provides support in establishing the Direct Delivery model in Toronto and overseeing ongoing test delivery including acting as rotational test day duty officer 
  • Manages the overall quality monitoring for Partner Testing Points in liaison with the Regional Operations team.
  • Undertakes invoicing and payment for Partner Testing Points and Direct Delivery test day staff. 
  • Manages test day staff, ensuring their performance is monitored, and appropriate training is provided.
  • As required, supports the Head of Cluster Operations / Head of Business Development in hosting/attending external events or meetings, ensuring these run efficiently and effectively and that a positive, professional image is projected. 
  • Contributes to the achievement of Customer Experience standards and performance by regularly gathering feedback to drive improvement, working closely with regional and global customer services. 
  • 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 British Council and its customers at all times. 
  • Highlights to senior managers any instances of non-compliance. 
  • Ensures team receive and maintain appropriate induction/training in all relevant risk management procedures. 
  • Ensure smooth day-to-day running of the office, services, and equipment.
  • Responsible for the purchase of all office supplies in accordance with British Council Procurement Policy.

    In liaison with Global and Regional leads, and as required, maintain Preferred and Approved Supplier lists, support with tender and quotation processes, conduct Purchase Order audits, support the operational team with compliance in procurement policy, and manage general filing system for tendering, quotations, invoices, receipts, and credit card payments
  • Closely monitor all office service contracts, for example, rent, utility, internet, and phone companies, ensuring all contracts and related documentation are filed and updated in accordance with British Council policy and standards.
  • Leads Canada debt management, in liaison with the Country Manager, in accordance with Exams Global Debt Management policy.
  • Maintain a risk register and diligently follow up on debts as and when they are due.
  • Report any issues and concerns and flag them up to the Senior Management Team on a timely manner.
  • Requirements of the role

  • Experience of operational planning and management 
  • Takes a pro-active approach to identifying ways in which operational delivery can be improved, and takes these forward 
  • Experience in customer service and/or quality assurance and/or training contexts
  • Use of technology platforms and systems to support business improvement
  • Experience in Finance, Resource Management and HR
  • The British Council systems and global processes operate in English. Written and verbal proficiency in English at B1 level is required
  • Degree in a relevant subject area 
  • A connected and trusted UK in a more connected and trusted world.

    Equality, Diversity, and Inclusion (EDI) Statement