British Council recruiting Operations Manager - South Africa, Namibia and Mozambique

 The purpose of this role is to ensure exams operations meet demand, whilst maintaining customer service quality, exams integrity and compliance standards in South Africa, Namibia and Mozambique. 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 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 from 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.
  • For other information and how to apply for this post visit  the link below:

 

Location: South Africa

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