Exam Operations Officer

1 week ago

Singapore BRITISH COUNCIL (SINGAPORE) LIMITED Full time

**Role Purpose**:

- The purpose of this role is to ensure effective and efficient delivery of Exams within a small or remote exams office location.
- To handle confidential materials during the multiple exchanges in country/location in accordance to compliance standards. To manage test delivery, Venue Supervisor engagement, relationship and performance. To co-ordinate and manage any risk or issue resolution, including co-ordination of customer communication directly or through customer services. To be point of contact for Venues/Venue Supervisors on the day.
- This role will be required to work on test days which will involve weekend work as part of the contracted hours.

**Main accountabilities include, but are not limited to the following**:
**Product Service Support**
- Undertake the related planning and delivery functions in preparation for Test Days in line with BC process
- Receives instructions and requests from cluster operations, 5 days before Test Day itself and plans and organises given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively
- Scan dashboards to monitor performance and identify issues
- Deploy engagement plan for Venue Staff. Supports decisions of Operations Manager with the selection of venue staff, sets performance expectations and maintains positive relations
- Supports the functions of confidential materials handling and the Confidential Materials Room (CMR) to ensure British Council standards are met in set up and day to day operations.
- Undertakes sorting and packing of exam materials to for designated test venues. Ensures exam materials are received at Test Centre and stored securely
- Supports tasks to reconcile exam materials and papers received are as per plan, report and escalate any discrepancies.

Undertake handling of suitcases and storage of materials. Ensures the proper procedures and documentation is adhered to when handing over to courier or test day staff. Ensures proper script receipt tracking, packing and return OR scanning, store and shredding
- Supports the selection of suitable venues, planning for Test Day resources ordering, quality, distribution and management (e.g. process guides, stationery, branding/signage/ technical equipment - speaking test/hand scanners)
- Provides timely escalation of issues, enabling the adaptation of work plans where necessary.

**Test Delivery Support**
- Manage or support the Test Day Supervisor to manage tests delivery. Maintain the integrity and reputation of the British Council and the various examination boards by ensuring that tests are delivered to prescribed customer service, security and administration standards.
- Inspect the venue to ensure that arrangements meet agreed requirements and standards.
- Be familiar with the emergency procedures for the test day venue and ensure all venue staff are briefed accordingly.
- Ensure that all test day records are completed and maintained accurately as required by British Council Examinations Services.
- Whenever possible, resolve issues that arise on the day according to procedures.
- Report any incidents, emergencies or breaches of security to the appropriate British Council Examinations Services staff.

**Customer support**
- Receives and responds to enquiries from/to customers, and may be a specific point of reference on queries relating to an area of nominated expertise or responsibility. Identifies where more complex issues require resolution by others and refers them on accordingly
- Recognises and understands the impact of incidents arising (e.g. complaints, resourcing problems, logístical or technical difficulties) and proactively alerts the team leader to any issues of concern that are likely to impact service/project/task delivery or customer experience.

Relationship & stakeholder management
- 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**
- Undertake contingency and risk management on the ground, liaise with Customer Service, Examiner or Venue Staff to ensure alignment on communications Leads in providing support related to compliance or investigations on Test Day and related issues.
- 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.
- Ensure adherence to CMR standards and management as set forth and carry out frequent random checks to proactively prevent issues from arising.
- Provide support and reporting for audits and performance reviews.

**Analysis & Reporting**
- Uses standard procedures and templates, regula

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