Job Description

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021-22 we reached 650 million people.

Pay Band - G/6 | Contract Type - Indefinite | Location - Penang, Malaysia
Local Direct Hire: Applications are welcomed from candidates currently in this location with a natural right to work.

Role Purpose

The role purpose of Operations Manager in the British Council Malaysia is to to ensure exams operations meet demand, whilst maintaining customer service quality, exams integrity and compliance standards in Malaysia. 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 Opportunities/Challenges for this role:

• Setting up new operational ways of working to support the Exams Operating Model, coaching and developing team members to delivery to a high standard and

ensuring culture change is considered.

• Upholding compliance standards and efforts to standardize across product
• Implementing significant change, with regards to people, process and systems
• Upholding a customer service culture

Main accountabilities but not limited to the following:
Product Service Delivery

• Implements a range of standardized, 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 cluster leadership and plans and organizes 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 standardized 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 standardized processes to monitor team/unit compliance with agreed corporate risk management procedures relevant to service delivery (e.g. child

protection, security policies, financial protocols, anti- fraud 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 high- risk 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 maximize 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
\xe2\x96\xaa Motivates and encourages team performance.
\xe2\x96\xaa Plans and priorities country\'s operational activities, and supports team development towards effective delivery of services
\xe2\x96\xaa 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
\xe2\x96\xaa 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).

Role specific skill, knowledge and experience:
Demonstrable experience, in large complex international organisation of:

• 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 small teams or demonstrating management potential
• Experience of delivery change and ensuring that new ways of working are embedded
• Experience working in Exams environment (desirable)
• Experience of leading on delivery of computer based (desirable)

Person Specification

• Bachelor degree
• The British Council systems and global processes operate in English. Written and verbal proficiency in English is required.

Further Information

• The candidate should have the right to live and work in Malaysia.

Closing date for application. 27th August 2023, 23:59 Malaysia time (GMT+08)

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

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

The British Council is committed to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council\'s Safeguarding policies for Adults and Children.

If you have any problems with your application please email

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our \'ASK HR\' email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.

British Council