Operations Manager - South Africa at British Council

Role Purpose

The purpose of this role is to ensure exams operations meet demand, whilst maintaining customer service quality, exams integrity and compliance standards in South Africa, Namibia and Mozambique. This role is ultimately responsible for efficient and effective capacity, cost management, test day delivery expected to guide and coach team members to meet operations and service delivery standards

Main accountabilities but not limited to the following:

Product Service Delivery

• Implements a range of standardised, operational procedures and systems within a given work plan to achieve specified, clearly measurable targets (revenue, volume, time and/or cost).
• Receives instructions and requests from cluster leadership and plans and organises given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively.
• Adapts work plans where necessary to meet customer expectations.
• Drives continuous improvement at country level in the efficiency/cost effectiveness/quality of service delivery.
• Uses a range of standardised systems and processes to plan and coordinate effective, timely and cost effective logistical support to enable the delivery of high quality services to a range of customers (internal and/or external)

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

• Develops good working relationships with appropriate colleagues to facilitate effective and efficient service delivery.
• As required, supports the Head of Operations in hosting/attending external events or meetings, ensuring these run efficiently and effectively and that a positive, professional image is projected.

Risk & 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, antifraud measures) to protect the interests of the BC 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.
• Uses standard corporate protocols to assess a range of risks in to service/product/programme delivery.
• Makes appropriate contingency plans to manage delivery safely and effectively in challenging or highrisk circumstances.

Analysis & reporting

• Uses agreed financial procedures/templates, conducts monthly and year-end analysis and reporting on income and expenditure/ profitability and risk/pipeline/actual performance versus plan targets

Commercial & resource management

• Directly plans and controls specific cost variables (rather than the total budget) to meet established.
• Targets, ensuring compliance with all relevant corporate financial systems and processes.
• Actively seeks to maximise value for money when acquiring resources, goods or services for the country operations. 
• Operates and runs regular reports on financial processes and procedures to enable effective budget and resource management.

Leadership & management

• Motivates and encourages team performance.
• Plans and prioritises country's operational activities, and supports team development towards effective delivery of services.
• Manages day to day performance of country operations team, dealing with sickness, discipline, motivation etc., to ensure high quality service delivery is maintained at all times.
• Tasks and coordinates others (e.g. third-party suppliers, external partners and internal colleagues) to complete activities in accordance with agreed service delivery/ contractual/ project milestones or requirements (e.g. cost schedules, time deadlines etc).
• Deputise for Cluster Head of Operations when required.

Role specific knowledge and experience:

Essential requirements:

• University degree in any subject or relevant qualification.
• Relevant experience of overseeing production of goods/provision of services.
• Experience of planning and delivery in a fast paced operational environment at a management level
• Experience managing large teams or demonstrating management potential.
• Experience of delivery change and ensuring that new ways of working are embedded.

Desirable:

• Experience working in Exam’s environment.
• Experience of leading on delivery of computer based exams

Further Information

• Pay Band – 7
• Remuneration: ZAR  65,393.00 Gross Per Month
• Contract Type – Two (2) Year Fixed Term Contract
• Location – Johannesburg, South Africa
• Department/Function -  English and Exams
• Additional information
• Language requirements: Strong written and oral English communication skills.
• The Role holder must have existing rights to live and work in the country the role is based.
• Closing Date – 30 June 2024. Applications will close at 23:59 East Africa Time