Operations Resources Manager - KSA- Bahrain and Kuwait

Job Description

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 others 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.Role PurposeThe purpose of this role is to plan, train and deploy the right mix and profile of Examiners, Venue Supervisors and Venue Staff for Test Day delivery. Ultimately responsible for ensuring resource availability, capability, contingency and pipeline to meet demand, this role will develop the workforce plan, resource engagement/retention strategy, manage succession planning and monitor performance to ensure right level of customer experience and optimum cost utilization and productivity.This role will recruit, train and manage Examiners. Bulk recruit Venue Staff and ensure appropriate level of recruitment for Venue Supervisors to put through short lists for Operations Managers to select.Main Accountabilities:Service delivery

• Reviews capacity demands with Commercial counterparts and develops short term and long-term Resourcing Strategy (i.e. for staff and partners involved in delivery of exams products and services)
• Manages internal/external SLAs (Service Level Agreements), with HR to ensure strong pipeline of skilled and motivated resource pool to support exams delivery
• Working with local HR for compliance with recruitment and induction of resources
• Develops Test Day resource plan to match individuals to required resource profile
• Develops and advises on Performance Standards, Engagement Strategy and succession plan to maintain productivity and quality standards.

Leadership and management

• Motivates and encourages team performance in virtual (non-face to face situations).
• Plans and prioritises clusters 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.

Customers/ Relationship and stakeholders

• Advises on or directly engage with Venue Staff or Examiners when and issues/ complaints arise to provide solutions

Risk and 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.
• Serves as point of escalation for Country Operations Managers on significant issues

Commercial and resource management? Plans and manages the Resource Budget for the clusterAnalysis and reporting

• Supports daily/weekly planning/capacity meetings
• Holds daily dashboard, weekly reporting, cost to resource
• Analyses outcomes and recommends improvements to resourcing standards

About You (essential requirements for the role):? Fluent written and spoken English? Degree in any subject, or 2 years of relevant work experience? Must have knowledge/ experience in child protection policies and practices? Experience working in an exams environment and knowledge of Professional Support Network standards for management of examiners? Excellent communications skills? Experience or ability to manage large remote teamsDesirable requirements? Arabic? Experience in delivering training? Knowledge of British Council EDI and recruitment policy?s and standardsFurther Information? Role: Operations Resource Manager KSA, Bahrain and Kuwait? Number of positions: 1? Pay Band: Pay Band 6/Grade G? Location: Flexible within KSA (Riyadh, Dammam or Jeddah)? Contract type: 1 Year Fixed Term Contract? Salary offered for the position: Basic salary : 8250 SAR ,Housing allowance : 2000 SAR and Transport allowance : 700 SAR? Other requirements: This role is open to candidates who have the legal right to work in KSA? Closing Date: 11 October 2022 (23:59 Gulf Standard Time)It is advisable to apply in advance to avoid any technical issues at the last moment. Please note that all applications should be submitted in English.A connected and trusted UK in a more connected and trusted world.Equality , Diversity, and Inclusion(EDI) StatementThe 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 iscommitted 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.orgPlease 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.

Keyskills :