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The British Council is a British organisation specialising in international cultural and educational opportunities.
Role Purpose
To drive, coordinate and contribute to the development and implementation of customised policies, processes, and innovative solutions across the Exams business in SSA region using current and new technologies that thereby drive business recovery and growth.
The role will embed Exams initiatives ensuring that the Customer Service and Sales function delivers against its strategic customer goals and core KPIs across the SSA region. The post holder will implement infrastructure and technology solutions to support a holistic, agile, and robust customer-centric operation and manage region-specific projects, associated budgets, and resources.
Main accountabilities but not limited to the following:
Implement customised policies, processes, and solutions across the Exams business
- Ensure that global policies and processes for Exams are followed and teams deliver to agreed KPIs
- Contribute to the design and development of policies, processes and solutions and ensure that regional specific context is suitably addressed
Implement infrastructure and technology solutions to support a holistic, agile, and robust customer-centric operation
- Develop and implement infrastructure and technology / innovative solutions which support regional objectives whilst being aligned to global strategic objectives
- Identify trends of customer behaviour that may influence the development of new products and services and changes in policy and customer service practice
Manage region-specific projects and associated budgets and resources to ensure appropriate return on investment
- Contribute to the development of Exams projects and where required, lead projects for SSA region and ensure that delivery and outcomes are in line with project management principles and standards
- Expand and embed the regional vision through ownership and management of initiatives like IELTS Counselling, specialisation, and sales conversion strategies
Relationship and stakeholder management
- Identify key stakeholders and build a clear understanding of their needs and expectations
- Work within the Regional matrix to support and work across the Regional Sales and Customer Management teams, Regional Exams Centre Management and Country leadership.
Finance and resource management
- Directly plan and control specific cost variables (rather than the total budget) to meet established targets, ensuring compliance with all relevant corporate financial systems and processes
- Using 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.
Role specific knowledge and experience:
- Experience in developing and implementing infrastructure and technology solutions which support business objectives
- Project management experience including in management of budgets and resources to support project implementation
- Management of competing priorities to deliver effective and efficient solutions in a staged way
- Significant experience in ongoing management of contracts, SLAs, and solution maintenance
Minimum requirements:
- University Degree or degree-level (level 5 or above) qualification, and/or equivalent professional experience
Desirable:
- Customer Service Professional Qualification
- Technical qualification such as Microsoft Azure Cloud certified, ITIL4 qualified
- Experience of working with leading and working with dispersed teams across a large country or region
- Service design experience
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