Website British Council
JOB OPPORTUNITY
Operations Assistant- Computer Based Tests
Location: Lainchaur, South Asia, NP
Company: British Council
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.
Operations Assistant- Computer Based Tests
Role Purpose:
The postholder will conduct computer based/computer delivered test in country and provide basic IT system and network troubleshooting and escalate as required. This role is broader than managing exam papers and includes managing logistics and ensuring timely scanning and submitting of exam papers to meet requirements for marking. This role also includes managing strategic relationship with vendor and partners (e.g. Courier) in the distribution chain. Also,
- Organise and setup desktops / Laptops as per set IT standards for exams delivery.
- Perform basic troubleshooting and 1st level IT support to deliver computer based tests.
- Support Exams Officer (Computer based tests) by ensuring test delivery computers and devices are compliant, working and optimally used.
- Optimal use of technology to maximise efficiency in daily operations, overcoming old practices through innovation where necessary.
- Drive right behaviours in the team towards greater awareness related to maintaining confidentiality of sensitive exam related materials
- Support Exams Officer to implement improvement actions in the distribution and logistics of handling confidential materials.
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Main accountabilities, not limited to the following:
1. 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 operations management, 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
- Plan and deploy of engagement plan for Venue Staff
- Supports decisions of Operations Officer with the selection of venue staff, sets performance expectations and maintains positive relations
- Implements and helps identify efficiencies including staff productivity/reduction of wastage/environmental impact
2. 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.
3. Relationship & stakeholder management
- Supporting continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department
- Proactively work with Operations Officer to deliver satisfactory and timely resolution of customer (internal or external) complaints, coordinating input from other team members as required. Ensures the customer is kept informed throughout the process.
- 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 Officer / Cluster team when required.
4. 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.
5. 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
6. 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.
Role specific knowledge and experience:
You should bring along:
- Legal right to work in Nepal
- Spoken and written proficiency in English at B2 CEFR level
- University Degree or relevant qualification. Diploma in IT is an advantage
- Standard IT knowledge in IP networks, software & Microsoft operating systems. Working experience in IT Systems & Networks troubleshooting role is desirable
- Experience of working in an operations environment managing confidential materials
- Good IT skills and knowledge of hardware, software, Microsoft OS & TCP/IP Networks.
- Working in a challenging environment operating against very tight deadlines
- Experience of working in a compliant and regulated environment
Additional role requirements:
The staff on this role may be required to travel domestically at certain occasions depending upon the business need in a year. The organisation ensures staff safety during the travel and provides good and safe travel and accommodation arrangements. The traveling requirements are decided or communicated well before time to the staff, so they can manage their travel accordingly. Our travel and accommodation policies are robust and developed to facilitate employees during their work, out of station.
Exams are conducted on weekends as well and the staff may be required to occasionally work on weekends in a year to ensure business continuity. However, staff is facilitated for their working weekends in the other days of the week through an agreement with their line managers. There are policies in place to compensate staff working extra hours or on weekends/holidays.
Further Information:
Pay band: PB2 Local contract
Location: Kathmandu
Department: Exams, Nepal
Contract type: Full Time
Duration: Fixed Term- Extendible
Closing date: 23 April 2023
To be considered for this job, you must already have the right to live and work in Kathmandu. Please be aware that for this role, we are not able to sponsor working visa.
A connected and trusted UK in a more connected and trusted world.
Equality , Diversity, and Inclusion (EDI) Statement
The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.
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; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.
If you have any problems with your application please email askhr@britishcouncil.org
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.