We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.
We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.
Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021–22 we reached 650 million people.
Role Purpose
To manage the planning, implementation, and resourcing of in-person and online English language teaching, learning and assessment products, services and programmes for the corporate, education and governmental sectors in Egypt, Jordan and other markets served by the MEA Central Teaching Cluster.
To ensure high quality and fully compliant processes, as well as the highest levels of service to both internal and external clients and customers. To support business delivery activity and account management for the business.
The post will be based in Amman, Jordan.
Main Accountabilities:
Work closely with English and Exam 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 business. This includes the following:
Service delivery
• Implements a range of standardised, operational procedures and systems within the Teaching Centres to achieve specified, clearly measurable targets (revenue, volume, time and/or cost).
• End to end oversight of operational planning, logistics, resourcing, service delivery performance /standards as defined in the Corporate English Services Operations Manual.
• Agrees SLA (Service Level Agreement) requirements and performance management of supporting functions/external suppliers.
• Works with the Sales and Account Manager to anticipate demand and liaises with internal and external stakeholders to utilise internal classroom space and source external space against demand.
• Works with Country Operations teams to take account of the day-to-day logistics of the Teaching Centre including academic calendar, timetabling and teacher capacity
• Manages academic processes such as attendance, academic records, reports and certificates according to product and service guidelines ensuring compliance with academic management policies and processes
• Identifies and shares examples of best practice with Cluster.
Relationship and Stakeholder management
• Develops and maintains excellent relationships and communication with internal stakeholders across a range of business, to inform and enable medium-term innovation and improvements in the quality of teaching delivery.
• Builds good working relationships with corporate stakeholders including Tax, Legal and Information Governance.
• Ensures customer complaints and issues are resolved within according to agreed process and SLA.
Analysis and Reporting
• Supports business process improvement through reviewing data, analysing outcomes and providing recommendations to the Cluster Operations Lead, Sales and Account Manager and other stakeholders
Risk and compliance
• Uses standardised processes to monitor compliance with agreed risk management procedures relevant to teaching delivery (e.g. safeguarding, security financial protocols, anti-fraud, money laundering etc.). 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 in teaching delivery, conducts risk assessments of teaching locations.
Finance
• Responsible for accuracy of student financial and registration data including management of debtors and refunds; invoicing and the collection of income, Teaching Centre financial records as per audit requirements.
Leadership & management
• Plans and prioritises the team’s operational activities and supports team development towards effective delivery of services and delivery of work plan.
• Manages day to day performance of the Corporate Service Officer team, Motivates and encourages team performance, addressing sickness, discipline etc., to ensure high quality service delivery is always maintained.
• Tasks and coordinates others (e.g. third-party suppliers, external partners) to complete activities in accordance with agreed service delivery/ contractual requirements (e.g. cost schedules, time deadlines etc.).
About You (essential requirements for the role):
• 3+ years of customer / client management experience
• Experience of operations management with exposure to streamlining operations.
• CEFR B2 equivalent in English minimum/essential
• Should be able to converse fluently and write in Arabic
• University degree or equivalent in a relevant subject or discipline
Desirable Requirements:
• Familiarity with Salesforce or use of similar CRM
• Proficiency in Microsoft office programs
• Proficient user of SAP or equivalent financial software