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.

 Operations Manager (Country lead)

 Role Purpose

The purpose of this role is to ensure exams operations meet demand, whilst maintaining customer service quality, exams integrity and compliance standards in Uganda.  This role is ultimately responsible for efficient and effective capacity, cost management, test day delivery expected to guide and coach team members to meet operations and service delivery standards. As the most senior Exams representative in Country, this role will also sit on Country SMT and oversee performance & team working of Exams on the ground.  It is envisaged that this will take up to 20% of role focus.

Challenges & Accountabilities

The ideal candidate should have experience in setting up and managing business operations, ensuring compliance is properly mapped and standards upheld. The postholder should have a clear understanding of the principles around finance management of organisations and the costs associated. You should be business minded with an understanding of the Ugandan market and experienced in customer service management.

Main accountabilities

Some of your responsibilities will include but not limited to:

• Implementing a range of standardised, operational procedures and systems within a given work plan to achieve specified, clearly measurable targets (revenue, volume, time and/or cost)
• Takes end-to-end accountability for researching and obtaining satisfactory and timely resolution of complex/escalated customer (internal or external) operational complaints and 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.
• Directly plans and controls specific cost variables (rather than the total budget) to meet established targets
• Plans and prioritises country’s operational activities, and supports team development towards effective delivery of services
• Manages day to day performance of country operations team, dealing with sickness, discipline, motivation etc., to ensure high quality service delivery is maintained at all times

As with any business that experiences peaks and troughs of activity, there is likely to be a need to work outside office hours from time to time 

Role specific knowledge and experience:

• Experience of planning and delivery in a fast-paced operational environment at a management level
• Experience managing small teams or demonstrating management potential
• Experience of delivery change and ensuring that new ways of working are embedded

Essential Requirements

The successful candidate will need to possess the following requirements:

• Relevant experience of overseeing production of goods/provision of services

Desirable requirements

• Experience working in Exams environment
• Experience of leading on delivery of computer-based exams
• University degree in any subject or relevant qualification

Further Information

Pay band: 6

Contract type: 24 months Fixed Term

Salary: UGX 5,781,217.

Locations: Uganda

Essential:  Role holder must have existing rights to live and work in the country the role is based.