Head of Capacity Planning - British Council Examinations
An opportunity to liase with senior stakeholders in an influential role
Work with a globally respected brand in a fast growing set up
About Our Client
The English and Examinations Strategic Business Unit (E&E) is one of three strategic business units in the British Council (the others being Arts and Education & Society) all of which have the remit to build trust for the people of the UK by building relationships through aspects of our language and culture. E&E achieves this by enabling people across the world to access the life-changing education and work opportunities that are created by learning English or gaining valuable UK qualifications. . The British Council's 2020 vision for English & Examinations is to be the world authority in high quality English language teaching, learning and assessment, as well as the International distributor of choice for UK professional and school qualifications. Currently E&E delivers around 3.5 million exams worldwide per year across in 110 countries
BC Examinations and English Services India Private Limited (BCEESIPL) is a subsidiary and the second largest exams operating unit employing 350 staff across 4 offices in India. We are seeking to expand the leadership team in order to meet increased business volume underpinned by the deployment of new technology solutions. In 2018/19 it will deliver 700,000 examinations in 45 cities across India as well as providing B2C Digital Learning courses, corporate ELT training services and two major employability skills and assessment projects with State Governments.
Product Service Delivery
Capacity Management - manages relationship with AD Commercial for Demand and capacity fill
Manages rolling 18 month single plan for all products down to Test Day
Translates demand into capacity plan for venues, papers, link to OSM (Onscreen Marking Hub)
Sets plans for resourcing profile and plan for core staff, cover, shift management, customer services and books venue for Test Day
Sets venue strategy, profiles and works with Procurement and Venue supplier
Provides guidance to secure venues, and gives feedback to Operations team in country on venue performance
Hands over Plan to Country Operations team 1 week ahead, min 98% complete
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.
Relationship & stakeholder management
Works with Business Improvement (BI), Change team on planning future changes to delivery profiles
As required, supports Head of Operations in hosting/attending external events or meetings, ensuring these run efficiently and effectively and that a positive, professional image is projected.
Risk & compliance
Contingency planning and risk management of supply.
Sets standards and performance to manage Exam security and compliance
Serves as point of escalation for Country Operations Managers on significant issues
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 BC and its customers at all times.
Analysis & reporting
Manages daily/weekly planning/capacity meetings
Holds daily dashboard, weekly reporting, cost to serve
Analyses outcomes and recommends improvements to Test Day planning activities
Commercial & resource management
Operates and runs regular reports on range of standard, corporate financial processes and procedures to enable effective budget and resource management for the team, unit or project(s) - e.g. purchase order system, FABS, SAP, procurement processes.
Actively seeks to maximise value for money when acquiring resources, goods or services for the team, unit or project.
Leadership & management
Motivates and encourages team performance in virtual (non face to face) situations.
Plans and prioritises operational activities, and supports team knowledge and skills development towards effective delivery of services.
Coaches and guides towards team performance of the country operations team, working with country leadership to address skills or motivation gaps as it arises.
The Successful Applicant
The successful candidate will:
- Relevant experience of identifying suppliers in a business environment
Experience of translating demand requirements to ensure capacity can be met to deliver operationally within a large business
Experience managing small teams or demonstrating management potential
What's on Offer
In addition to an attractive compensation package, the candidate will have the opportunity to work with a globally respected brand in a vital role