Pay Band Location Duration Reports to: Pay Band 8 ROME 3, plus 1 years CD Italy

Transcription

1 Role Title Business Performance Manager Italy Role Information Pay Band Location Duration Reports to: Pay Band 8 ROME 3, plus 1 years CD Italy Role purpose To lead and manage the all-italy business teams in order to deliver successful business results through the achievement of the highest standards in customer acquisition and retention. Ensure excellence in customer journeys, customer experience, sales and marketing processes, market and client insight collection, data gathering and analysis for business gain, which will lead to an optimal level of service provision, demonstrated by high numbers of enrolments, re-enrolments and excellent client satisfaction results. To be accountable for business planning, budget monitoring and achieving of excellent business results for the teaching and exams business across the three centres in Italy. To take specific direct responsibility for the business success of Rome and Naples teaching centres. About us The British Council is the UK s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with changing lives by creating opportunities, building connections and engendering trust. We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body. Geopolitical/SBU/Function overview: Italy is Tier 2 country one of only four in Europe with significant geopolitical importance (3rd largest economy in the Eurozone after France and Germany) and a significant E&E business (17m total income). It is one of the largest country operations worldwide for teaching and now features in the top ten exams operations in the world. There are around 250 contracted staff across the three centres in Milan, Rome and Naples, and a larger number of freelance teaching and examinations staff. We deliver over 55,000 teaching class hours each year from our main offices and partner premises, but all three centres have experienced decline in recent times. We deliver 55,000 exams (mostly Cambridge ESOL and IELTS) through a network of centres across the country. There is also a small but high performing Rome-based GPF team working on a range of local and regional projects in English, Arts, Education & Society. Major annual events include the Pontignano conference, now in its 26th year, the Venice Biennale, BC SIEM education fairs, and a high-profile bilateral cultural season. It is a very challenging time for all teaching and exams businesses in the western and southern part of the EU, given the economic situation and a strong competitive environment. We have 1 TCM ITALY October 2017 The British Council

2 made good progress to date in addressing costs and integrating our customer services, but there remains a gap in our B2C and sales capacity and performance. With high expectations of countries such as Italy to deliver surpluses for reinvestment in the global network, we need to transform and re-focus our client-facing operations to properly meet existing demand and to drive future growth. This post will therefore be a critical resource in leading improved business development and performance through systems, business insight data gathering and analysis, customer journey and experience improvements, marketing initiatives, heightened quality, and cost control across the operations, and to complete the process of transforming our customer services offer and online interface. The post-holder will also provide strategic leadership across all aspects of country teaching business development and performance, and provide support on exams performance, engaging with TOFFEE, GNOME and regional strategy and initiatives as required. The post holder will work in close partnership with the Teaching Centre Manager Italy and Director Exams Italy to provide strong business management of the three Italy centres. The post will ensure the business is transformed into a robust operation in tune with market conditions. It will initiate and champion simplification and standardisation initiatives where they add customer value, and drive efficiencies and improved financial, quality and impact performance, ensuring synergy between teams and programmes. Located in Rome, Director Business Performance the post is jointly accountable with TCM Italy and Director Exams for the performance of all-italy English operations across the financial and commercial KPIs. A pioneering role under the English SBU emerging operating model (EOM), the post-holder will work closely with local and regional management to lead and drive a comprehensive overhaul of our commercial capability, from delivering an appropriate programme of training and motivation for front-line personnel to revamping and redesigning our business systems and processes. The post also has day-to-day oversight of/ accountability for the results of the Rome and Naples teaching centres. Main opportunities/challenges for this role: Key Objectives: The key challenges and objectives are: 1. To plan and deliver excellent business results for teaching across Italy using British Council systems, and making the best use of market and business intelligence and analysis to optimise the use of data for effective decision making and business gain. 2. To maximise the business performance of the Italy teaching and exams operations through management of the customer-facing operations and implementation of appropriate business performance systems and processes, (for both digital and face to face interactions with clients, and including the effective use of approved enrolment, booking and payment systems, data gathering tools, dashboards, and relevant business analysis and planning tools). In addition a key focus will be all areas of business efficiency and expenditure control. Optimisation of staff utilisation, class fill management, room utilisation, EPR conversion success (enquiry generation, placement testing systems, and registration), client satisfaction and NPS will be key achievement goals. 3. To energise and professionalise the customer-facing and sales capability of the Italy operations, and embed a sales & results ethos across the whole team, and to bring together the best professional standards in marketing (both insight and promotion), sales and customer service. 2 Director Business Performance Italy [Insert date prepared] The British Council

3 4. To achieve optimal business results across the KPIs including shared responsibility for financial results of the three centres with the Teaching Centre Manager Italy based in Milan and Director Exams based in Rome. Direct accountability for Rome and Naples teaching business results. 5. To work in a close matrix with all stakeholders and their departments: marketing, teaching, examinations, customer services, and with Director Marcoms and the Italy SMT to achieve full integration of our operations and maximum synergies and cross-selling across our activities. To take a lead role on the Italy SMT and deputise for the Country Director on occasions in Rome, Naples and S. Italy representing the British Council with the British Embassy and other UK stakeholders in S. Italy and engaging with a range of external Italian contacts in different contexts and across the three SBUs. Main Accountabilities: Product/Programme/Service delivery Translates regional and SBU strategies into annual work plans and deploys resources efficiently and cost effectively to deliver required income, impact and profitability targets for a small/lower priority country operation or a substantial proportion of defined service/product/programme delivery within in a country or market segment Liaises closely with regional and SBU colleagues (and/or the external customer as necessary) to clarify and agree local targets in terms of quality/revenue/margin/volume/impact/time/cost Implements and adapts team work plan(s) in the light of revised corporate requirements, operational changes and local social/economic or political events Customers & stakeholders Develops and maintains excellent relationships and communication with internal and/or external customers to build a clear understanding of their needs and experiences, to inform and enable continuous business performance improvement. In accordance with agreed regional and SBU strategies, acts as a figurehead for the team/unit in local cultural relations/commercial/collaborative activities, managing a range of internal and external relationships to achieve positive outcomes for the BC. Risk & compliance Uses standard corporate protocols, combined with previous experience and detailed knowledge of the local social/political/security context, to assess a range of risks in to service/product/programme delivery. Ensures appropriate contingency plans are in place and implemented promptly to manage delivery safely and effectively in challenging or high-risk circumstances. Investigates any reported instances of non-compliance with agreed corporate risk management policies (e.g. child protection, security policies, financial protocols, anti-fraud measures), and takes appropriate remedial action, including escalation to more senior colleagues as required Analysis & reporting Uses management information, analysis and personal operating experience to identify and make recommendations on improvements to unit or country-wide ways of working, processes, procedures and/or resources that will enhance efficiency and effectiveness Implements a range of corporately/regionally agreed BC reporting procedures and holds staff to account for maintaining them, to ensure that results are accurately recorded, thereby enabling timely and effective operational decision-making Commercial & resource management Proposes annual budgets and undertakes detailed resource planning to enable cost effective, high quality in-year delivery of operational activities in the country/team/unit Leads the negotiation/structuring of local deals to achieve required operational goals, 3 Director Business Performance Italy [Insert date prepared] The British Council

4 drawing appropriately on the input and expertise of other colleagues/external advisors as required to protect the BC s interests effectively Within agreed corporate procedures and schedules of delegated authority, manages and reports on variances to plan, controlling principal local levers impacting on cost and service provided (e.g. people, processes, resources, suppliers) Leadership & management Leads and controls a large team of people and/or range of resources in a single location, ensuring clear communication of goals and expectations. Time horizons are likely to be quarterly to annual. Identifies requirements and recommends training and development provision to build improved operational capability within the unit/team/area Puts in place processes, resources and support to ensure all staff with line management responsibilities in their area/unit deploy appropriate coaching, performance feedback and sickness/absence management techniques to maximise staff productivity and motivation in a high volume/pressurised delivery environment. As an experienced operations professional, actively contributes to the development of wider regional and SBU strategies and plans. Key Relationships: Internal CD & SMT Italy Teaching Centre Manager Italy based in Milan RD EU Director English EU Head F2F teaching EU Product leads both country and regional EU regional teaching quality lead Marketing leads both country and regional Customer Service Leads both country and regional HR leads leads both country and regional Finance leads both country and regional External Responsibility for B2C client satisfaction with Italy teaching operations B2B client relationships for teaching Role Requirements: Threshold requirements: Assessment stage Passport restrictions UK or EU passport holders only, and/or has the right to work in Italy Longlisting Right to work in country Candidates are expected to have researched whether they have the right to live and work in the country in which the role is based. Given that our offices have different legal status depending on the work we do in those countries, we recommend that you contact HR in country for additional information on the likelihood of securing a work visa. The British Council will provide visa application support when and if possible Direct contact or managing staff working with children? Additional notes Yes 4 Director Business Performance Italy [Insert date prepared] The British Council

5 Person Specification: Assessment stage Language requirements (DELETE IF NOT APPROPRIATE) Essential Desirable Assessment Stage If English is not the applicant s first language they must have C1 (CEFR) level in English (this may be tested) A2 (CEFR) Italian or a similar Latin based language and demonstrate willingness to reach B1 level or above Italian at B2 or above Shortlisting Qualifications Essential Desirable Assessment Stage First degree or equivalent relevant graduate level qualification MBA or equivalent appropriate professional qualification Shortlisting Role Specific Knowledge & Experience Essential Desirable Assessment Stage Proven experience of delivering business performance improvements and results Proven experience in sales, customer service, financial planning, budget management and achieving financial results Experience in coordinating business activity across a wide geography Experience of developing customer journeys, customer experience, marketing for insight and promotion for business success Shortlisting and interview British Council Core Skills Managing People (level 4) Leads a large and varied team - Experience of managing a substantial group to deliver annual business objectives. The team includes different professions and/or areas of business, and may cover multiple locations. Communicating & Influencing (level 4) Uses influencing techniques - Able to employ formal and informal negotiating and motivation techniques to influence others behaviour and persuade them to think and act differently. Managing Finance and Resources (level 4) Plans and deploys resources - Experience of negotiating and agreeing the resources for a defined area as part of forward planning, monitoring progress and adjusting resources or priorities to meet goals. Managing risk (level 3) Assessment Stage Shortlisting Shortlisting 5 Director Business Performance Italy [Insert date prepared] The British Council

6 Develops the culture - Track record of analysing potential risks, promoting risk awareness, and holding others to account for their practices Developing Business (level 4) Leads business development - Able to plan and deliver business development activities for a major and/or new market category which is significant for the Council British Council Behaviours Creating Shared Purpose (MORE DEMANDING): Creating clarity and clarity so that people want to work purposefully together. Connecting with Others (MORE DEMANDING): Actively appreciating the needs and concerns of myself and others. Shaping the Future (MORE DEMANDING): Changing the nature of what we do and the benefits we gain by thinking & planning with creativity. Working Together (MORE DEMANDING): Creating the environment in which people who have different aims can work together. Shortlisting Assessment Stage Prepared by: Date: Paul Sellers, CD Italy October 23, Director Business Performance Italy [Insert date prepared] The British Council

7 ANNEXE ROLE CONTEXT INFORMATION Section A Role information for applicants Role Information Diplomatic status No Can the post holder be accompanied by their partner? Yes Is security clearance required? And if so, state what level of security clearance required in Notes below? No Can the post holder be accompanied by children? If there is an age restriction, please state what age. Yes Additional notes: THIS ROLE WILL BE ADVERTISED SIMULTANEOUSLY INTERNALLY AND EXTERNALLY. TERMS AND CONDITIONS WILL BE OFFERED ON EITHER LOCAL OR MOBILITY TERMS DEPENDING ON THE STATUS OF THE APPLICANT. Details of any mobility package provided (if applicant is eligible) International mobility package If you are currently on a UK contract you will receive the UK home based mobility package (IMP). If you are currently employed on a country contract other than a UK contract, you will also receive a mobility package if moving to another country. The details of the mobility package and where it is paid will depend on a number of factors including your current home country and the new country location you are intending to move to it may be that you remain on your current home country contract or transfer to a host county contract. All mobility packages will include accommodation, education for children (if the posting allows accompanying families) and transfer assistance. No mobility package is paid: if you are returning or moving to your home country nor if you are changing roles within the same country nor if you are moving to the UK 7 Director Business Performance Italy [Insert date prepared] The British Council

8 Appendix B Operating Context As in fuction overview Total number of staff directly line managed by this role 5 Number of staff by country, region or SBU as relevant which report to the role indirectly or work on SBU activity. (Omit if not relevant to role) C.15 + teachers 8 Director Business Performance Italy [Insert date prepared] The British Council