Exam Operations Officer at British Council

, , Singapore -

Full Time

Start Date

Immediate

Expiry Date

07 Apr, 26

Salary

0.0

Posted On

07 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Risk Management, Compliance, Event Planning, Communication, Problem Solving, Team Coordination, Performance Monitoring, Stakeholder Engagement, Logistics Management, Confidentiality, Emergency Procedures, Data Analysis, Resource Management, Operational Efficiency, Quality Assurance

Industry

Non-profit Organizations

Description

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity. Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. We connect. We inspire. Purpose of job: The purpose of this role is to ensure effective and efficient delivery of Exams within a small or remote exams office location. To handle confidential materials during the multiple exchanges in country/location in accordance with compliance standards. To manage test delivery, Venue Supervisor engagement, relationship and performance. To co-ordinate and manage any risk or issue resolution, including co-ordination of customer communication directly or through customer services. To be point of contact for Venues/Venue Supervisors on the day. This role will be required to work on test days which will involve weekend work as part of the contracted hours. Role context: 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. Promoting the English language also provides a medium for communication, helping break down barriers of misunderstanding or mistrust between cultures. 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. The Examinations business makes a significant contribution to British Council financial sustainability, and as such, it is essential that the business evolves in order to maintain its position in a fast-changing operating context. There is a need to standardise and automate activities across the globe to deliver efficiencies, and there is also a requirement to develop new digital products and services to meet changing customer demands and competitive pressures. In a cost and resource-constrained environment, balancing the on- going requirements and allocation of funds will be critical, as will the integration and planning of the implementation of the different changes across a global network of 110+ countries charged with the on-going delivery of impact and income whilst changing key elements of the supporting operational platform. Main opportunities/challenges for this role: Product Service Support Undertake the related planning and delivery functions in preparation for Test Days in line with BC process Receives instructions and requests from cluster operations, 5 days before Test Day itself and plans and organises given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively Scan dashboards to monitor performance and identify issues Deploy engagement plan for Venue Staff. Supports decisions of Operations Manager with the selection of venue staff, sets performance expectations and maintains positive relations Supports the functions of confidential materials handling and the Confidential Materials Room (CMR) to ensure British Council standards are met in set up and day to day operations. Undertakes sorting and packing of exam materials to for designated test venues. Ensures exam materials are received at Test Centre and stored securely Supports tasks to reconcile exam materials and papers received are as per plan, report and escalate any discrepancies. Undertake handling of suitcases and storage of materials. Ensures the proper procedures and documentation is adhered to when handing over to courier or test day staff, Ensures proper script receipt tracking, packing and return OR scanning, store and shredding Supports the selection of suitable venues, planning for Test Day resources ordering, quality, distribution and management (e.g. process guides, stationery, branding/signage/ technical equipment – speaking test/hand scanners) Provides timely escalation of issues, enabling the adaptation of work plans where necessary. Test Delivery Support Manage or support the Test Day Supervisor to manage tests delivery. Maintain the integrity and reputation of the British Council and the various examination boards by ensuring that tests are delivered to prescribed customer service, security and administration standards. Inspect the venue to ensure that arrangements meet agreed requirements and standards. Be familiar with the emergency procedures for the test day venue and ensure all venue staff are briefed accordingly. Ensure that all test day records are completed and maintained accurately as required by British Council Examinations Services. Whenever possible, resolve issues that arise on the day according to procedures. Report any incidents, emergencies or breaches of security to the appropriate British Council Examinations Services staff. Promote and ensure the wellbeing of candidates at all times. In case of emergencies, ensure that correct procedures are followed and involve appropriate authorities as required. Customer support Receives and responds to enquiries from/to customers, and may be a specific point of reference on queries relating to an area of nominated expertise or responsibility. Identifies where more complex issues require resolution by others and refers them on accordingly Recognises and understands the impact of incidents arising (e.g. complaints, resourcing problems, logistical or technical difficulties) and proactively alerts the team leader to any issues of concern that are likely to impact service/project/task delivery or customer experience. Relationship & stakeholder management Develops good working relationships and engagement with Venue Staff and appropriate colleagues throughout the BC to facilitate effective and efficient service delivery. Act as point of contact and manage escalated issues in country from Venue Supervisors and Venues, supported by Operations Manager / Cluster team when required. Risk and Compliance Undertake contingency and risk management on the ground, liaise with Customer Service, Examiner or Venue Staff to ensure alignment on communications Leads in providing support related to compliance or investigations on Test Day and related issues. Follows agreed corporate risk management processes and procedures when delivering services (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the BC and its customers at all times. Ensure adherence to CMR standards and management as set forth and carry out frequent random checks to proactively prevent issues from arising. Provide support and reporting for audits and performance reviews. Analysis & Reporting Uses standard procedures and templates, regularly records, analyses and reports on operational activity such as venue staff performance to support senior managers in making timely and effective business decisions that respond to operational needs. Leads wash-up meetings to review Test Day performance delivery, continual improvement and corrective actions Finance & Resource Management Monitors and takes responsibility for small-scale resources/cash/stock, following established procedures and ensures that equipment and materials are available and ready to use when needed Managing self & others Plans and prioritises own work activities, which span across a range of different work streams, responding to changing and at times competing requirements to ensure effective delivery of responsibilities over a weekly/monthly time horizon. Tasks and coordinates others (e.g. internal colleagues or external contractors/suppliers) to complete time-limited, straightforward activities, within established procedures, in order to ensure efficient delivery of services. Monitors task completion to agreed quality and time standards. Qualifications: Tertiary education (Essential) University degree (Desirable) Role specific knowledge and experience: Experience working in a busy operational environment delivering high levels of customer service. Ability to ensure compliance, risk and security standards are monitored and maintained. Further Information: Pay Band – 4 Contract Type – Fixed term contract (1 year) Department/Country- Country/Cluster Operations)/Singapore Advert Closing Date: Tuesday, 13 January 2026 A connected and trusted UK in a more connected and trusted world. Equality, Diversity and Inclusion Statement We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities. Safeguarding Statement The British Council is committed to safeguarding children, young people and adults who we work with. We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children. If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org

Responsibilities

The Exam Operations Officer is responsible for ensuring the effective delivery of exams, managing test delivery, and coordinating communication with venues and supervisors. They also handle confidential materials and ensure compliance with standards during exam operations.