Contract Duration: 1 year (renewable)



Location: Cairo Egypt



Pay Band H/4



Salary: 7709 EGP/month + medical insurance



Closing date: 3 September 2021



Role Purpose



The purpose of this role is to ensure
the efficient effective operational co-ordination and delivery of B2B Exams and
Projects at the right cost and customer experience. The role is to support B2B
Customers on operational system and technical issues and report issues and
resolutions to the Account Relationship Manager to develop and retain the
Account.



This role will also provide technical support
for all digital devices during exams sessions. This includes ensuring that the
necessary devices are in good working order properly set up and ready for exam
use. The role will need to be on standby during exam sessions and troubleshoot
or escalate issues for prompt resolution.



Function Overview



Our work in exams creates
international opportunities and builds trust & value for the UK. We:

·      
Give people access to life changing opportunities
through UK qualifications.

·      
Support the promotion of the UK as a study
destination.

·      
Provide a sustainable base for other cultural
relations activities.

We currently have two main examination centres (Cairo & Alexandria)
delivering around 150000 exams to 70000 candidates annually all over Egypt with
School Exams and IELTS the predominant product lines. We have seen strong
growth in recent years and it is expected to expand further. The Egypt exams
portfolio is of vital importance to the British Council in terms of the impact
it creates for the organization for individuals institutions and educational
systems.



Egypt is coming out of a period of economic
turbulence with signs of stability following the drastic devaluation in Nov
2016 – inflation is decreasing the exchange rate is steady.



The core focus is to develop the IELTS Aptis and
Schools businesses extending reach enhancing customer and partner support and
service developing new markets counteracting and pre-empting competition.



Main Accountabilities



Service delivery and Operations

·      
Support registration of exam entries responding to
queries or issues

·      
Provides technical assistance leading up to and on
Test Day

·      
Undertakes bulk upload and cash reconciling

·      
Project management and vendor management to ensure
procurement regular servicing and readiness of use of IT related equipment to
ensure smooth delivery of exam services.

·      
Ensures technical compliance of equipment and
connectivity at test venues

·      
Plans and prioritises own work activities which
span across a range of different work streams responding to changing and at
times competing requirements to ensure effective delivery of responsibilities
over a weekly/monthly time horizon.

·      
Supports all relevant to pre-test test day
post-test services and procedures.

·      
Coordinate with test day operations coordinator
relevant tasks of pre-test test day and post test

Customers/ Relationship and stakeholders

·      
Supporting continuous improvement in the efficiency/cost
effectiveness/quality of service delivery/systems in the unit or department

·      
Proactively work with Operations Manager to deliver
satisfactory and timely resolution of customer (internal or external)
complaints coordinating input from other team members as required. Ensures the
customer is kept informed throughout the process.

·      
Acts as help desk to venue staff and customers /
candidates

·      
Develops good working relationships and engagement
with Venue Staff and appropriate colleagues throughout the BC to facilitate
effective and efficient service delivery.

·      
Act as point of contact and manage escalated issues
in country from Venue Supervisors and Venues supported by Operations Manager /
Cluster team when required.

Risk and compliance



Adhere to Quality and Compliance Assurance (QCA) standards exams boards
standards & guidelines and IELTS audit requirements at all times. Strict
adherence to exam security and administration requirements is an essential part
of the job



Undertake contingency and risk management on the
ground liaise with Local IT Examiner or Venue Staff to ensure alignment on
communications



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 the BC and its customers at all times.



Analysis and reporting

·      
Uses standard procedures and templates regularly
records analyses and reports on operational activity such as venue staff
performance to support senior managers in making timely and effective business
decisions that respond to operational needs.

·      
Supports wash-up meetings to review Test Day
performance delivery continual improvement and corrective actions

Finance

·      
Manage financial transactions through SAP and carry
out related duties as per role on SAP (e.g. raise purchase requisitions/sales
orders) in compliance with essential Finance and procurement policies

·      
Assist with income reconciliation income collection
vendor payments etc as needed

Qualification & Experience

·      
Bachelor Degree in relevant field

·      
Fluency in English is mandatory

·      
Minimum 2 years experience in Operations or
Administration

·      
Experience working in Exams administration or exams
knowledge or schools administration

·      
Experience with logistics and organization and
operations

·      
Excellent communications and stakeholder
relationships skills – experience resolving issues and providing guidance for
others

·      
Managing small projects.

·      
Excellent computer/IT skills.

·      
Experience of risk and compliance environment

·      
Experience in Customer Services environment

·      
Knowledge of QCA

A connected and trusted UK in a more
connected and trusted world.

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