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Examiner Standards Manager
2 weeks ago
Date:29 Oct 2023
Location:
Riyadh, Middle East and North Africa, SA
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 recognised qualifications.
Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In we reached 650 million people.Role Purpose:
This role will
- Ensure the reliable marking of Speaking tests on IELTS Online and VCS testing
- Ensure regular monitoring of performance IELTS Online and VCS Speaking Examiners takes place
- Ensure appropriate follow up actions and support is provided to IELTS Online and VCS Speaking Examiners/Senior Examiners
- Develop and implement IELTS Online/VCS policies and procedures during and subsequent to the roll out phase of the project
- Report to the Examiner Hub Managers and be part of the Global Exams Delivery
- Operations Team within the Delivery Function, a key part of the English & Exams Strategic Business Unit (SBU).
Main Accountabilities:
Service delivery:
- Supervises and controls Examiner marking activities to meet daily/weekly/monthly) agreed delivery performance targets, schedules and deadlines by working with the Support and Operations teams to ensure suitable and sufficient examiner coverage.
- Prioritises work and resolves daytoday operating resource issues for Examiner Hub team, to ensure high quality, consistent and efficient services are delivered.
- Makes recommendations to senior managers on procedural improvements, resource requirements and other operational initiatives to drive enhance team performance, cost effectiveness, service quality and efficiency.
- Identifies and shares examples of process/procedural best practice with appropriate colleagues in the Marking Function to drive continuous improvement in the BC's operational capability, efficiency and cost effectiveness.
- Oversees the preparation of Reference items in advance of live sessions for IELTS Online / VCS
- Oversees adequate reporting of Speaking Examiner performance in ratings via Reference item system.
- Ensures Examiner compliance with both PSN procedures and VCS delivery procedures by carrying out regular monitoring and ensure appropriate follow up actions and support is provided.
Relationship & Stakeholder Management
- Monitors and reports on the team achievement of agreed customer satisfaction performance targets in relation to marking completion.
- Ensures that feedback is gathered regularly from Examiners, analysed and acted upon to drive continuous improvements in customer experience.
- Reports on potential business development or extension opportunities to Marking Function colleagues to enable ongoing commercial success for the British Council
Risk & compliance
- Uses standardised processes to performance manage Examiners and Senior Examiners to ensure that the team are compliant with agreed policies
- Conducts training for new Examiners as required
- Conducts standardisation for current Examiners as required
- Conducts training for Senior Examiners as required
- Works with partners at IDP to develop and improve VCS and IELTS online policies
Analysis & reporting
- Conducts analysis using a range of standard methodologies and across multiple datasets to provide high quality and evidencebased recommendations on procedural improvements and/or highlight resource requirements needed to enhance operational performance.
- Presents complex information clearly, using an appropriate combination of written, graphical and financial data/analysis, to enable evidencebased operational decision making and planning.
- Develop and use reporting tools to monitor Examiner performance
Leadership & management
- Sets and oversees marking for Examiners, holding them to account for achieving agreed performance targets that are aligned to Examiner Hub priorities and goals. Time horizons are likely to be monthly quarterly.
- Actively applies coaching and performance feedback techniques to maximise
- Examiner productivity and motivation in a high volume/pressurised delivery environment.
- Performance manages Examiners and Senior Examiners.
- May contribute to the development, delivery or commissioning of externally supplied training support to maintain and improve operational effectiveness of Examiners.
- Shares intelligence and ideas to support senior managers in identifying/ developing / implementing new or improved operational plans.
About You (essential requirements for the role):
- A first degree in any discipline and/or equivalent pr
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