Teaching Operations Manager (English Online) at British Council

Role purpose

• The Teaching Operations Manager will play a pivotal role in shaping the future of English Online by analysing student booking patterns to optimise teaching schedules and balancing customer needs with cost efficiency. They will manage planning and deployment of English Online’s teacher resource, ensuring the effective utilisation across various products and projects. Their contributions to project monitoring and evaluation, leveraging quantitative data to meet client requirements, and collaborating with the Teaching Excellence Team, will ensure seamless data reporting and adherence to service level agreements. 
• In this dynamic role, the post holder will collaborate closely with internal stakeholders, including Partnerships and Sales and Customer Service teams, to plan and deliver small and large-scale projects. They will also be involved in strategic initiatives, such as implementing automated timetabling and resource management solutions. The role will also encompass the recruitment, selection and onboarding of new English Online teachers, contributing to academic quality and compliance with British Council policies, making the post-holder’s contributions critical to the successful scaling up of the English Online business.

Main accountabilities
Service delivery

• Implements a range of standardised, operational procedures and systems to achieve specified, clearly measurable targets. 
• End-to-end responsibility for resourcing, timetabling, service delivery performance/standards and effective capacity management (including at very short notice).    
• Agrees and adheres to SLA (Service Level Agreement) requirements of supporting functions/external suppliers.
• Works with the Teaching Operations Lead to anticipate demand and forecast accordingly. 

Relationship and stakeholder management 

• Develops and maintains excellent relationships and communication with internal stakeholders across the English Online business (Sales and Customer Service, Corporate Partnerships, Teaching Excellence Managers and Tech/Product) and geographical areas, to inform and enable medium-term innovation and improvements in the quality of teaching delivery.
• Communicates operational updates to teachers and responds in a timely manner to teacher queries related to timetabling and other non-academic areas

Analysis and Reporting 

• Supports business process improvement through reviewing data, analysing outcomes and providing recommendations to the Teaching Operations Lead.
• Negotiates OKRs and KPIs with the Teaching Operations Lead and provides all the necessary data to report on them. 

Commercial and/or financial management

• Responsible for accuracy of timetabling and student booking behaviour data and forecasts.
• Accurate and timely uploading of teaching slots in accordance with budget for teaching delivery.

Leadership and management 

• Supports the Teaching Delivery team’s development towards effective delivery of services and delivery of work plan.
• Line management of the Teaching Delivery Coordinator

Risk management and compliance

• Follows agreed corporate risk management processes and procedures when delivering services (e.g., child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of British Council and its customers at all times.

Condition of employment 
Passport requirements/right to work in country

• Candidates are expected to have researched whether they have the right to live and work in the country in which the role is based. 

Language Requirements

• Proficient in all areas of the English language (minimum IELTS 8.0 in all skills)

Person specification
Qualifications
Minimum/essential

• First degree or equivalent

Desirable

• Microsoft Office Specialist certification in Excel - Expert level or higher or equivalent courses (e.g. through Coursera, Udemy, LinkedIn Learning, edX)
• Courses/certifications in data visualiation and/or AI/machine learning
• Courses/certificates in Microsoft Power BI or Tableau
• Qualification or certification in a discipline such as data science, business intelligence or statistics 

Role specific knowledge and experience

• Experience of operations management 
• Experience of cost management
• Experience of successfully delivering business process improvement 

Desirable

• Experience using data visualisation tools (e.g. Tableau or Power BI)
• Experience using timetabling software or scheduling systems (e.g. in the education or travel industries)
• A working knowledge of the software development process
• Experience working with a relational database 
• Experience working with hourly-paid staff and/or non-permanent workers
• Experience working within the education industry
• Minimum/essential