Operations Manager at the British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise.

We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

We are recruiting to fill the position below:

Job Title: Operations Manager

Location: Abuja
Department: Exams
Contract Type: Locally Engaged
Duration: Indefinite
Pay band: 6

Role Purpose

The Operations Manager North will ensure exams operations meet demand, whilst maintaining customer service quality, exams integrity and compliance standards across our Abuja and Kano offices.
The postholder will have responsibility for the Northern part of Nigeria and will have oversight in areas outside of our main office locations.
This role is ultimately responsible for efficient and effective capacity, cost management, test day delivery. You will also guide and coach team members to meet operations and service delivery standards.
The role will work closely with commercial and business development colleagues in the geography.

Main Opportunities / Challenges for this Role

Setting up new operational ways of working to support the new Exams Operating Model, coaching and developing team members to delivery to a high standard and ensuring culture change is considered.
Upholding compliance standards and efforts to standardise across product and execute high quality exam delivery services for assigned geography
Implementing significant change, with regards to people, process and systems
Upholding a customer service culture

Requirements
Essential:

Relevant experience of overseeing production of goods/provision of services
Experience of planning and delivery in a fast-paced operational environment at a management level
Experience managing teams
Experience of delivery change and ensuring that new ways of working are embedded

Desirable: