The British Council is the world's leading cultural relations organization and creates opportunities for people in the UK and worldwide to understand each other, to work together and learn from one another. We see this as crucial to building secure, more prosperous and sustainable futures for us all. We build trust and understanding between different countries and cultures and develop strong international links that are of benefit to people in Britain and the rest of the world.Job Title: Nigeria Schools Examinations Operations ManagerVacancy DescriptionDirectorate or Region: SSA Department/Country: Exams, Nigeria Location of post: Lagos Pay Band: Country Appointed PB7Reports to: CEM Nigeria/Head of Operations Duration of job: IndefiniteStart date: As soon as possible Contact: Country Exams ManagerPurpose of job: To support Examination Services in Nigeria in delivering school examinations on behalf of UK examination boards. To provide a high quality customer experience for our clients and to maintain them at the highest professional standards as set out in the British Council's QCA (Quality and Compliance Standards), project outcomes, examinations boards and partner requirements. To manage relationships with key external stakeholders. To line manage product team and associated financial budgets. Accountabilities and responsibilities: (including people management and finance)The Schools Exams Manager is responsible for developing relations with current and future schools and UK board partners in order to meet business targets.Business growth: to develop business planning and growth strategy with the Country Exams ManagerLeadership: to manage and motivate the School Exams team to deliver high quality services and achieve set targets Quality: to deliver a high standard of customer service to our schools and their candidates. As measured by our own Exams Quality Standards and the inspection visits from Cambridge International Exams. Prepare for audit visits. Ensure team operates in fully compliant matter.Financial control, monitoring and reporting: to manage the School exams business to target by monitoring and reporting income and costs on a monthly basisReliability: to ensure Schools examinations in Nigeria are delivered securely according to board requirementsImpact: to achieve impact for the UK and the BC through providing access to quality UK qualificationsTo develop and manage the Partner Schools Global Network Main duties:Examination deliveryResponsible for the full cycle of operations of school examinations in Nigeria. To ensure that Schools Examinations in Nigeria are delivered to examination board, partners’ and QCA standards. To assist in delivery at peak times.Compliance: To manage regular inspection visits from examination boards as well as carrying out regular inspections to schools, monitoring security processes against standards set by the examination board and QCA. Good recordkeeping is essential of all visits made. To lead on conducting spot checks of service delivery where necessary to ensure readiness for unnanounced audits. Arrange and conduct self-audits as required, and devise and implement apporpiate service improvement plans.To respond to and implement appropriately recommendations from exam boards, partners and QCA reviewers.To identify areas for increased efficiency in exams delivery and prepare implementation plans. To keep a database of malpractice cases, to monitor these nationally and investigate cases further where necessary. To work towards minimising cases of suspected malpractice.To drive school online registration and back office system improvement plan as part of a global exams initiative (GNOME project)To monitor and improve service delivery, and ensure best practice is delivered across Nigeria.Venue Staff To lead on the recruitment, training and monitoring team for schools exams venue staff for Nigeria To ensure training of venue staff in Nigeria for schools examinations is appropriate and takes into account feedback from partners and quality checks.To carry out periodic performance monitoring of venue staff and retain documentation for these.To manage a national team of school inspectors.Training Events & Educational ProjectsTo develop and manage the Partner Schools Global Network (PSGN), a Nigeria-wide network of teacher and schools co-ordinator development groups for current and future attached centres. To plan teacher training and schools co-ordinator development events for attached and potential attached schools.To work with Exams Team Management (i.e. Assistant Country Exams Manager, Country Exams Manager, Deputy Country Exams Manager) and colleagues across Education and Skills programmes in the planning and delivery of schools specific events. Serve as main point of contact for Cambridge International Examinations (CIE) partnerships to ensure annual joint planning activities are planned and implemented including marketing activities and external events. Collaborate with Regional Exams Team.Business Development, Marketing & Customer ServicePlanning for Growth: work with senior management on development of schools strategy. Contribute to creation of Marketing Action Plan (MAP) and other annual planning documents. To develop and manage a programme of visits to schools to build relationships with existing and potential clients to meet business targets.To issue regular communications to all attached centres (i.e. quarterly newsletter)To collect and analyse qualitative and quantitative marketing data in order to contribute to the marketing communication strategies and support business development.Seek and use customer feedback to improve service deliveryBudget Management To assist Country Exams Manager in planning activity and then to assist on monitoring and managing income and expenditure to agreed targets. To report on these targets monthly.To identify areas for improving value for money through better administrative processes and vendor market testing.FinanceTo oversee the preparation of income reconciliations to agreed timescales.To ensure income is recorded correctly on the FABS (Finance and Business Support) system and in a timely manner.Service Delivery and ImprovementManage the team to ensure appropriate staffing levels are maintained at all times in line with Exam Board standards and customer needs. Map the Customer Journey, measuring the Customer Experience regularly to make improvements. Communicate the branded Customer Experience to staff, venue staff and relevant schools examiners. Evaluate service performance and continuous service improvement. Regularly evaluate the level of customer service via range of methods such as scorecard, customer satisfaction questionnaires, Customer Comments etc.Team Leadership and ManagementEffectively lead, engage and line manage up to 8 schools staff across Nigeria by providing regular and timely feedback on performance in compliance with all aspects of HR policiesEnsure staff development plans in place.Recruit for excellence in accordance with corporate recruitment standardsContribute to Nigeria Exams team objectives by attending and contributing to staff meetings.Substitute for management team members as appropriate. Manage overtime, time in lieu and annual leave in line with financial control standards and in order to minimise costs. To promote cross team activities within Exams team and wider British Council Nigeria staff.Continuous Professional Development and Performance ManagementRecognise learning gaps and address these with training, coaching or shadowing and address performance issues quickly, effectively and in line with HR policy. Ensure the continual professional development of the Schools Team, Venue staff and Examiners by putting development plans in place and offering quality induction, training and coaching required allowing them to fulfil their duties to the highest standards.Ensure that own professional development and training is continued Key relationships: Internal: Outreach Schools Officers, Schools Officers, Country Exams Manager, Deputy Country Exams Manager, Assistant Country Exams Manager, Operations Manager Port Harcourt, Country Director, SBU leads; global schools quality project steering committee.External: CIE UK and SSA representatives, other UK school examination boards, school principals, school examinations co-ordinators, AISEN, ELTAN, APEN, BCSN members and steering committees, and other professional teaching associations, venue staff, enquirers, candidates, customer service staff, Regional Exams Manager; Commissioners of Education, Head NUC.Other important features or requirements of the job (e.g. travel, unsocial/evening hours, restrictions on employment etc)Travel to administer/monitor examinations in centres outside of Lagos may be required. Overnight stays and weekend working may be required.