Job Description
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 organizes 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 Company's 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.
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
Recognizes 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
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.
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, 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.
Leads wash-up meetings to review Test Day performance delivery, continual improvement and corrective actions
Finance & Resource Management
Monitors and takes responsibility for small-scale resources/cash/stock, following established procedures and ensures that equipment and materials are available and ready to use when needed
Managing self & others
Plans and priorities 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.
Tasks and coordinates others (e.g. internal colleagues or external contractors/suppliers) to complete time-limited, straightforward activities, within established procedures, in order to ensure efficient delivery of services.
Monitors task completion to agreed quality and time standards.
Requirement
Bachelor's Degree
Minimum 1 year experience in handling exams admin and confidential material
Fluent in English
Additional Requirement
Gender
All
Age
23