Exams Operations Officer (Req.ID 44688, 44669 & 44670)

Contract Type:Indefinite  

Pay Band:H/4  

Location:Hong Kong, Admiralty

Local Direct Hire: Applications are welcomed from candidates currently in this location with a natural right to work.

Role Purpose

The Exams Operations Officer at the British Council Hong Kong plays a critical role in ensuring the effective and efficient delivery of exams at various locations. This position involves managing confidential materials and ensuring compliance with established standards. You will oversee test delivery, engage with Venue Supervisors and Examiners, and coordinate risk management and issue resolution.  This role requires Saturday duties approximately once every 5-6 weeks. The candidate will receive days off in lieu for any work completed on Saturdays.

Key Responsibilities:

Product Service Delivery

• Prepare and execute planning functions for Test Days in accordance with British Council processes.
• Receive instructions from cluster operations five days prior to Test Day, organizing resources efficiently.
• Monitor performance dashboards to identify and address issues.
• Implement an engagement plan for Venue Staff and Examiner, supporting the Operations Manager in staff selection and performance management.
• Ensure compliance in handling confidential materials and managing the Confidential Materials Room (CMR).
• Sort and pack exam materials for designated venues, ensuring secure storage and delivery.
• Reconcile exam materials received against plans, reporting discrepancies as necessary.
• Maintain proper documentation when handing over materials to couriers or test-day staff.
• Track scripts and ensure proper handling, storage, or destruction as required.
• Plan and manage resources for Test Days, including equipment and materials.
• Escalate issues promptly to adapt work plans as needed.

Customer Service

• Address customer inquiries, serving as a specific point of reference for your area of expertise.
• Recognize the impact of incidents (e.g., complaints or logistical issues) and alert leadership to potential concerns affecting service delivery.

Relationship & Stakeholder management

• Collaborate with the Operations Manager to resolve customer complaints effectively, keeping customers informed throughout the process.
• Build strong working relationships with Venue Staffs and Examiners to enhance service delivery.
• Act as the main point of contact for Venue Staffs and Examiners on escalated issues, with support from the Operations Manager as needed.

Risk & Compliance

• Manage contingency and risk on-site, ensuring alignment in communication with Customer Service and Venue Staffs and Examiners.
• Support compliance and investigations on Test Day matters.
• Adhere to corporate risk management protocols, including child protection and security policies.
• Conduct regular checks to uphold CMR standards and prevent issues.
• Assist with audits and performance reviews.

Analysis & Reporting

• Document and analyze operational activities, providing insights to senior management for decision-making.
• Lead debrief meetings to evaluate Test Day performance and identify areas for improvement.

Finance & Resource Management

Monitor and manage small-scale resources and stock, ensuring availability of materials and equipment when needed.

Self & Team Management

• Plan and prioritize your own work across multiple streams, adapting to changing demands.
• Coordinate tasks with colleagues or external contractors to ensure timely service delivery, monitoring adherence to quality standards.

Required Skills, Knowledge, and Experience

• Demonstrated experience in a large, complex international organization.
• Proven ability to deliver high levels of customer service in a busy operational environment.
• Knowledge of compliance, risk, and security standards.
• Experience in exam delivery is desirable, particularly in computer-based exams.
• Familiarity with tightly controlled, process-driven environments is a plus.

Role benefits

• 13 months salary
• Performance bonus
• 20 days annual leave per calendar year
• Health insurance
• British Council benefit

The British Council only accepts online applications for the position listed below.  Interested applicants should apply through the British Council’s careers site:

Exams Operations Officer – Confidential Materials Handling (ID:44688):https://careers.britishcouncil.org/careers/job/563705877670840

Exams Operations Officer – Venue Staff and Examiner Management (ID:44669):https://careers.britishcouncil.org/careers/job/563705877650707

Exams Operations Officer – School Exam Administration (ID:44670):https://careers.britishcouncil.org/careers/job/563705877650729

Applicants should upload an up-to-date C.V.  The review of applications will begin promptly and will continue until 8 December 2024.