British CouncilHiring for Examiner Standards Manager at New Delhi, Delhi Full Time

Location: New Delhi, South Asia, IN

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Role Purpose

To ensure the reliable marking of Speaking tests on IELTS Online and VCS testing

To line-manage IELTS Online and VCS Speaking Examiners and Senior Examiners ensuring regular monitoring of performance takes place

To ensure appropriate follow up actions and support is provided to IELTS Online and VCS Speaking Examiners/Senior Examiners

To develop and implement OSM/IELTS Online/VCS policies and procedures during and subsequent to the roll out phase of the project

The role will 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 opportunities and challenges for this role:
Carry out regular monitoring of performance for IELTS Online / VCS Speaking Examiners and ensure appropriate follow up actions and support is provided

Monitor Examiner performance during and after live test sessions

Work with the Support and Operations teams to ensure suitable and sufficient examiner coverage and marking completion

Work with the Head of Examiner Standards, Head of Marking Operations, VCS Hub Manager and other Examiner Standards Managers (ESMs) to develop and implement OSM/IELTS Online/VCS policies

Oversee responses to Senior Examiner and Examiner queries during and subsequent to live test sessions

Mark Enquiries on Results, Jagged Profile 3rd re-marks and exception / urgent cases

Act as final decision-maker for disputed ratings

Accountabilities

Not limited to the following:
Service delivery

Supervises and controls Examiner marking activities to meet (daily/weekly/monthly) agreed delivery performance targets, schedules and deadlines

Prioritises work and resolves day-to-day 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

Customers & stakeholders

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 BC

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 OSM policies

Analysis & reporting

Conducts analysis using a range of standard methodologies and across multiple data-sets to provide high quality and evidence-based 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 evidence-based 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.

Role specific knowledge and experience:
Current active IELTS Examiner with substantial examining and training experience

Demonstrable line management /performance management experience.

An excellent certification and monitoring for Speaking

Demonstrable experience in conducting training workshops and/or seminars with teachers or other professional colleagues

Demonstrable ability to deliver in a pressured environment

Demonstrable experience of working with computer systems

Role specific skills:
Good command of Microsoft Word, Excel and PowerPoint or equivalents

Have the ability to work under pressure and prioritise workload to meet the needs of the business

Further Information:
Pay Band: 7

Contract Type: Indefinite

Location: India

Requirements:
Candidates must have the right to work in live in the country.

Education: a first degree in any discipline

Certification and Professional Qualifications: a recognised EFL qualification at certificate level

Provident Fund Transfer in and out from EPFO is not possible as BHC PF Trust is managed by a private PF trust governed by Indian Income Tax Act, 1961. The staff still has the option to transfer out and in from a privately held PF trust which are not governed by EPFO

Closing Date: 28 February 2022

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 behaviour 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, 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

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.