The purpose of this role is to ensure exams operations meet demand in customer service quality, exams integrity and compliance standards. The successful candidate is responsible for efficient and effective capacity, cost management, test day delivery and expected to guide and coach team members to meet operations and service delivery standards.


Location Taguig City, Philippines
Duration Indefinite
Working hours Full-time
Closing date Wednesday 26 January 2022

Role overview

Main accountabilities but not limited to the following:

Service delivery:

  • Implements a range of standardised, operational procedures and systems within a given work plan to achieve specified, clearly measurable targets (revenue, volume, time and/or cost). 
  • Receives instructions, requests, and plans from cluster leadership and organises 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 standardised 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). 

Leadership and management

  • Motivates and encourages team performance.                                            
  • Plans and prioritises country's operational activities and supports team development towards effective delivery of services.
  • 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.

Risk and compliance

  • Uses standardised 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 British Council 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 into service delivery.
  • Makes appropriate contingency plans to manage delivery safely and effectively in challenging or high-risk circumstances.

Relationship and stakeholder management

  • Supports the selection of and setting performance expectations for venue staff and maintains positive relations.
  • Develops good working relationships and engagement with venue staff and appropriate colleagues throughout the BC to facilitate effective and efficient service delivery.
  • As required, supports senior colleagues in hosting/attending external events or meetings, ensuring these run efficiently and effectively and that a positive, professional image of the British Council is projected.

Customer relationship & stakeholders

  • 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. 

Commercial and 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 maximise value for money when acquiring resources, goods or services for the country operations.

Analysis and reporting

  • Uses agreed financial procedures/templates, reviews month-end reports and income reconciliations and conducts monthly and year-end analysis on expenditure versus planned budgets. 

Role specific knowledge and experience

  • Experience managing logistics  
  • Experience in managing small teams or supervisory experience
  • Ability to organise schedules of work and staff plans
  • Identifying ways in which services can be improved (e.g., customer experience)
  • Experience of overseeing daily operations in a business environment.

How to apply

For external candidates, apply here.

For internal candidates, apply here.

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.

Closing Date: Wednesday, 26 January 2022- 23.59 Philippine Time (GMT +8)