Operations Resource Pool Manager at British Council

Role Purpose

The post holder will plan, train and deploy the right mix and profile of Examiners, Venue Supervisors and Venue Staff for Test Day delivery.  Ultimately responsible for ensuring resource availability, capability, contingency and pipeline to meet demand, this role will develop the workforce plan, resource engagement/retention strategy, manage succession planning and monitor performance to ensure right level of customer experience and optimum cost, utilisation and productivity.

Main accountabilities but not limited to the following:

• Reviews capacity demands with Commercial counterparts and develops short term and long-term Resourcing Strategy (i.e. for staff and partners involved in delivery of exams products and services)
• 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. 
• Advises on or directly engages with Venue Staff or Examiners when issues/ complaints arise to provide solutions
• Contingency planning and risk management of supply.
• Sets standards and performance manages Exam security and compliance
• Supports daily/weekly planning/capacity meetings
• Owns daily dashboard, weekly reporting, cost to resource
• Plans and manages the Resource Budget for the cluster
• Operates and runs regular reports on range of standard, corporate financial processes and procedures to enable effective budget and resource management for the team, unit or project(s)
• Coaches and guides towards team performance of the country operations team, working with country leadership to address skills or motivation gaps as it arises.
• 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.

Essential Requirements

The successful candidate will need to possess the following requirements:

• First Degree in any subject
• Experience of developing and delivering accurately a large resourcing plan to meeting capacity requirements
• Excellent communications skills
• Experience working in large team with fast paced demand and monitoring resource deployment and scheduling

Desirable requirements

• Experience managing large pool of non-permanent staff in a fast paced organisation including overseeing their recruitment, performance monitoring and oversight.
• Experience working in an exam’s environment and knowledge of quality standards for management of examiners.
• Experience in line management and driving staff performance
• Knowledge of British Council EDI and recruitment policies and standards