Country Operations Manager

il y a 1 semaine


SaintJossetenNoode, Région de Bruxelles, Belgique British Council Temps plein

We promote peace and prosperity by fostering connections, understanding, and trust among individuals in the UK and worldwide countries. We work closely with people to empower them with the skills, confidence, and relationships needed to change their lives and contribute to a better world in collaboration with the UK. Our mission includes assisting individuals in building networks, exploring innovative ideas, mastering the English language, accessing quality education, and obtaining internationally recognized certifications.

Country Operations Manager - Rwanda

The primary role of this position is to ensure efficient exam operations to meet demand while upholding customer service excellence, exam integrity, and compliance standards in Rwanda. The Country Operations Manager oversees capacity management, cost efficiency, and the smooth delivery of test days, providing guidance and mentorship to team members to meet operational and service standards.

Key Responsibilities:

Product Service Delivery

  • Establishes standardized operational procedures and systems within a defined work plan to achieve specific, measurable targets (revenue, volume, time, cost).
  • Plans and organizes available resources promptly based on instructions from cluster leadership to ensure efficient and effective work completion.

Customer Service

  • Takes full accountability for resolving complex customer complaints and issues, collaborating with colleagues to provide satisfactory solutions promptly.

Relationship and Stakeholder Management

  • Cultivates strong working relationships with colleagues to enhance service delivery efficiency.
  • Supports the Head of Operations in organizing external events or meetings, maintaining professionalism and efficiency.

Risk & Compliance

  • Monitors team compliance with corporate risk management procedures, highlighting non-compliance instances to senior management.

Commercial & Resource Management

  • Controls specific cost variables to meet targets, maximizing value when acquiring resources for operations.
  • Manages financial processes effectively for budget and resource optimization.

Leadership & Management

  • Inspires team performance and prioritizes operational activities for effective service delivery.

Role-specific Requirements:

  • Experience in planning and executing operations at a managerial level in a fast-paced environment.
  • Experience in team management or leadership potential demonstration.
  • Experience in driving change and embedding new work methodologies.

Minimum Qualifications:

  • Prior experience overseeing goods production or service provision.

Desirable Qualifications:

  • University degree in any field or relevant certification.
  • Experience in managing computer-based exams delivery.
  • Background in Exams operations.

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