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Exams Coordinator

2 months ago

Ottawa, Ontario, Canada British Council Full time

Job Summary

The British Council is seeking a highly skilled and experienced Exams Coordinator to join our team. As an Exams Coordinator, you will play a critical role in ensuring the smooth delivery of examinations in a location, as well as post-examination processing.

Main Responsibilities

  • Coordinate the planning and delivery functions in preparation for Test Day in line with BC processes.
  • Support the selection of suitable venues by viewing venues identified by Cluster Operations Planning function (if required).
  • Ensure exam materials are received at Test Centre and stored securely in the Confidential Materials Room (CMR).
  • Oversee the handling of confidential materials and the management of the CMR to ensure British Council standards are met.
  • Plan and ensure preparation, sorting, and packing of confidential exam materials for designated test venues, including computer-based access keys and codes.
  • Lead on the reconciliation of stock both received and retained post Test Day. Escalate any discrepancies.
  • Plan and ensure adequate suitcases and CMR storage furnishings in line with BC requirements.
  • Plan for the Test Day by ensuring sufficient resources and their distribution to venues as per requirements (e.g., process guides, stationery, branding/signage/technical equipment – speaking test/hand scanners and CICO devices).
  • Act as the main point of contact for Venues and Test Day Staff 48 hours prior to and on the Test Day.
  • Ensure appropriate staffing levels are maintained on the Test Day in case of last-minute Venue Staff and Examiner cancellations (if required).
  • Ensure the proper procedures and documentation are adhered to when handing over exam materials to courier or Venue Staff (VS).
  • Arrange transport of confidential materials and resources required on test day to the exam venue.
  • Ensure proper script tracking, packing, and return or scanning, storing, and shredding.
  • Ensure all exam results are input into the Awarding Bodies platforms as per requirements.
  • Ensure all exam scripts are scanned and/or delivered to Awarding Bodies.
  • Ensure results, TRFs, and certificates are produced and issued.
  • Ensure Enquiries on Results are processed with Awarding Bodies.
  • Conduct checks on processes, customer journey, and test delivery quality, including Venue Audits and Venue staff Monitoring.
  • Perform financial duties relevant to the function (e.g., raising POs, processing invoices, etc.).
  • Provide timely escalation of issues, enabling the adaptation of work plans where necessary.
  • Support continuous improvement in efficiency, cost-effectiveness, and quality of service delivery by using standardized systems and processes.
  • If relevant, manage Test-Day related contracts with external vendors (e.g., courier, shredding service, taxi service, etc.) ensuring SLA/performance standards are met.

Customer Support

  • Lead on researching and obtaining satisfactory and timely resolution of customer (internal or external) operational complaints and issues, coordinating input from other colleagues/departments/managers as required, to do so.
  • Ensure complex customer operational complaints are escalated to the Exams Operations Manager.
  • Recognize and understand the impact of incidents arising (e.g., complaints, resourcing problems, logistical or technical difficulties) and proactively alert relevant teams to any issues of concern that are likely to impact service/project/task delivery or customer experience.

Risk & Compliance

  • Ensure adherence to Business Assurance standards (e.g., management of CMR, incident reporting, raising awareness of security standards in the team).
  • Carry out frequent random checks on Test Day to proactively prevent issues from arising.
  • Provide support and reporting for audits and performance reviews.
  • Follow agreed corporate risk management processes and procedures when delivering services (e.g., child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the BC and its customers at all times.

Analysis & Reporting

  • Using standard procedures and templates, regularly record, analyze, and report on operational activity levels and performance data, to support senior managers in making timely and effective business decisions that respond to operational needs.

Leadership & Management

  • Prioritize own work activities, which span across a range of different work streams.
  • Plan and prioritize line managees' operational activities and support team knowledge and skills development towards effective delivery of services.
  • Task and coordinate others (e.g., third-party suppliers, external partners, and internal colleagues) to complete activities in accordance with agreed service delivery/contractual/project milestones or requirements (e.g., cost schedules, time deadlines, etc.).

Test Day Support

  • Where appropriate, this role will be part of a team carrying out Duty Officer duties on a rotational basis supporting test day delivery. The test day roster will include some early morning and weekend cover.

Role Specific Knowledge and Experience

Essential

  • Relevant work experience in a business development/sales role.
  • Experience of working in a compliant and regulated environment.
  • Market research.
  • Building and maintaining stakeholder relationships.

Desirable

  • Contract management.
  • Experience of working with regulatory bodies.
  • Understanding of the country educational sector.

Role Specific Skills

  • Italian language skills to the CEF C1 level.
  • English language skills to the CEF C1 level.

British Council Core Skills

Communicating and Influencing (Level 2)

Relates communications to circumstances.

Displays good listening, writing, and speaking skills, setting out logical arguments clearly and adapting language and form of communication to meet the needs of different people/audiences.

Managing Projects (Level 2)

Analyzes project data.

Examines project data and performance, reporting on progress and recommending corrective action as needed.

Finance and Resource Management (Level 2)

Uses corporate financial systems and processes appropriately as part of the job and on behalf of a team.

Commercial and Business Development (Level 2)

Analyzes trends.

Researches markets and conducts cost/benefit analyses to identify new opportunities or recommend improvements to current initiatives.

Account and Partnership Management (Level 2)

Works with stakeholders and partners.

Communicates regularly with diverse stakeholders, customers, and/or partners to build mutual understanding and trust.