• Position: Country Operations Manager - ETHIOPIA

• Salary: ETB 71,454,00 + benefits

• Deadline: March, 18/2024

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 recognized 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.

Country Operations Manager- Ethiopia

The purpose of this role is to ensure exam operations meet demand, whilst maintaining customer service quality, exam integrity and compliance standards in Ethiopia. This role is ultimately responsible for efficient and effective capacity, cost management, and test day delivery expected to guide and coach team members to meet operations and service delivery standards.

Main Duties and Responsibilites:

but not limited to the following:

Product Service Delivery

• Implements a range of standardized, operational procedures and systems within a given work plan to achieve specified, clearly measurable targets (revenue, volume, time and/or cost)

• Receives instructions and requests from cluster leadership and plans and organizes given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively.

Customer Service

• Takes end-to-end accountability for researching and obtaining satisfactory and timely resolution of complex/escalated customer (internal or external) operational complaints and issues, coordinating input from other colleagues/departments/managers as required, to do so. Ensures the customer is kept informed throughout the process.

Relationship and stakeholder management

• Develops good working relationships with appropriate colleagues to facilitate effective and efficient service delivery.

• As required, support the Head of Operations in hosting/attending external events or meetings, ensuring these run efficiently and effectively and that a positive, professional image is projected.

Risk & compliance

• Uses standardized 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.

• Uses standard corporate protocols to assess a range of risks in service/product/program delivery.

Commercial & resource management

• Directly plans and controls specific cost variables (rather than the total budget) to meet established targets, ensuring compliance with all relevant corporate financial systems and processes.

• Actively seeks to maximize value for money when acquiring resources, goods, or services for the country's operations.

• Operates and runs regular reports on financial processes and procedures to enable effective budget and resource management.

Leadership & management

• Motivates and encourages team performance.

• Plans and prioritizes the country's operational activities and supports team development towards effective delivery of services.

Job Requirments

Role-specific knowledge and experience:

• Experience in planning and delivery in a fast-paced operational environment at a management level

• Experience managing small teams or demonstrating management potential.

• Experience in delivering change and ensuring that new ways of working are embedded.

Minimum requirements:

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

Desirable:

• University degree in any subject or relevant qualification

• Experience in leading on delivery of computer-based exams

• Experience working in an Exams environment.

Further Information

Pay Band – BRC-6-F

Salary ETB 71 454,00 plus benefits

Contract Type – Indefinite

Department: Exams

Location: Addis Ababa, Ethiopia

Role holders may be required to work on weekends when required for exam delivery.

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

Closing Date – 18 March 2024 applications will close at 23:59 South Africa Time

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 behavior 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, and 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

How to Apply

Interested and qualified applicants can apply online using THIS LINK

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.