Operations Manager (Institutions), English Language Services

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1 Role Profile Job Title Operations Manager (Institutions), English Language Services Directorate or Region South Asia Department/Country India Location of posts Chennai Pay Band Reports to Senior Manager Service Delivery English Language Services Duration of job H/ Starting CTC INR 5,03,000 per annum plus other benefits Indefinite Contract Purpose of job: To manage the planning, delivery, and resourcing of English language products, services and programmes across India. To ensure high quality and fully compliant processes, as well as the highest levels of service to both internal and external customers. Context and environment: South Asia Region The British Council in South Asia engages with millions of people via programmes in three priority areas: English (for which we offer products for teachers and learners), Higher Education, and the Arts. English programmes in India We operate through centres in New Delhi / NCR, Chennai, Kolkata and Mumbai. In partnership with the Indian Council of Cultural Relations, we run centres in Ahmedabad, Bangalore, Chandigarh, Hyderabad, and Pune. The British Council has been teaching English for 80 years. We reach 100 million people in over 100 countries and support teachers and learners with comprehensive and innovative learning resources. In India and worldwide, we are known and respected for our work in the area of English language teaching, teacher training and assessments. As the world s English experts we work with governments, institutions, corporates, teachers and learners to provide English language learning and teaching solutions that create life-changing opportunities for individuals and their future prosperity. In India our English Language services include: Courses for teachers and learners at our English language centres in New Delhi, Chennai and Kolkata Blended learning and self-access resources for learners across India Communication, language and skills training for institutional clients Quality Assurance programme for English language providers Teacher development projects in partnership with state governments Workshops, seminars, debates, conferences and publications on English language teaching Examinations for English language certification and assessment 1 of 6 Resourcing team November 2010

2 Main Accountabilities, responsibilities and main duties: As the Manager Service Delivery you will manage and support the resourcing and delivery of English language products and services. You will contribute to the overall income and impact objectives of the English SBU by: supporting the management of a network of trainers, e-moderators, reviewers and consultants contributing to the development of performance management and continuing professional development systems for the academic delivery teams and managing these systems supporting operational delivery requirements developing opportunities for integration within the English Strategic Business Unit and across British Council activity streams Supporting the management of contracts and legal compliances for the Institutions business Operations and resources management (50%) Work closely with the academic and business development teams to ensure that British Council s English language products and services are planned, resourced and delivered to meet financial and quality targets for the English businesses Corporate Training, Self-access Learning and English Language Quality Standards Programme. This includes the following: Contribute to academic staff resourcing (teachers, trainers, consultants) within agreed time frames in line with standard tools and following standard recruitment procedures, and taking into account times of peak activity and factors which could influence operations Support in the recruitment of more freelance staff resources in a manner that supports our aggressive growth targets Obtain business delivery requirements from team members and create resource allocation timetables working with the academic managers Maintain and monitor delivery and performance, and contractual records for freelance academic staff resources ensuring that the academic managers are updated Develop and manage communication effectively with training consultants, B2C team and English Partnerships team Maintain skills repository for freelance staff resources in India Manage centralised procurement of academic material and resources to enable delivery of training programmes Responsible for compliant and secure storage of all required inventory, data and materials Adhere to operations service level agreements & agreed turnaround times as per customer service standards Support in management of operational systems such as payment and registration systems and SAP as well as course platforms Contract management, update and maintain contract templates, maintain contract tracker, ensure all obligations are met from both the parties, liaise with the legal representative of the customers 2 of 6 Resourcing team November 2010

3 as well as internal legal team. Identify and manage vendors to support training delivery. Provide logistical support for training delivery for the entire region Work with the B2C team to ensure consistent policies and procedures are in place for freelance training consultants Communications (20%) Support the business development and academic team in overall client engagement and communications Support the business development team in identifying opportunities and securing business Maintain and record learner engagement on digital products and online moderator courses, ensure that these are shared periodically with customers Support the Client engagement manager in creation and circulation of internal and external communication Ensure feedback is collated as per the set guidelines and support in identifying opportunities to record testimonials Finance (25%) Ensure an efficient, secure and appropriately controlled environment as per British Council Finance guidelines by carrying out the following: Contribute to the development of and manage a payment system for freelance staff recourses for the English language businesses Report on income, expenditure, volume and metrics Carry out reconciliations, income accruals and deferrals, debtor management as required Support in risk assessment reporting Line management (5%) Line management of a maximum of two direct reports as required. Ensuring HR procedures and standards are adhered and applied consistently Key relationships: (include internal and external) Internal Head Business Development English Institutions India Head Academic Corporate training and Digital learning India Senior Manager English Language Services Business Development managers and teams English academic manager and teams; teachers and trainers English regional management teams. Freelance staff 3 of 6 Resourcing team November 2010

4 External Customers: students and teachers; and clients Partners and suppliers/vendors Other important features or requirements of the job (e.g. travel, unsocial/evening hours, restrictions on employment etc) Weekly working of 5 days, Travel around India and occasional travel abroad for meetings. Please specify any passport/visa and/or nationality requirement. Please indicate if any security or legal checks are required for this role. The candidate should have a legal right to work in India Reference and Background Verification Checks as per British Council India HR policy Person Specification Essential Desirable Assessment stage Behaviours Working together (more demanding) Being Accountable (more demanding) Making it happen (essential) Creating shared purpose (essential) Shaping the future (essential) Connecting with others (essential) Interview These behaviours will be needed to successfully carry out the role, but will not be assessed for recruitment purposes 4 of 6 Resourcing team November 2010

5 Skills and Knowledge Core Skills Planning and Organising; level 2 Plans ahead Organises own work over weeks and months, or plans ahead for others, taking account of priorities and the impact on other people. Short listing & Interview Using Technology; level 2 Operates as an advanced user Works as an advanced practitioner in the use of office software and/or British Council standard and social media platforms and trains or coaches others in their use. Analysing data and problems: Level 2 Uses data Reviews available data and identifies cause and effect, and then chooses the best solution from a range of known alternatives. Experience Overall 2 years of experience with at least 1 years experience in administration, business management, resourcing or operations Experience of working/coordinating in a large team and/or in a matrix team environment in a team. Experience with B2B customers Line management/ Staff supervision desirable Short listing & Interview 5 of 6 Resourcing team November 2010

6 Qualifications Graduate degree Post graduate degree in management, operations, human resources or similar domain Short listing Submitted by Head Business Development English Institutions India Date Mar of 6 Resourcing team November 2010