Global Enquiries on Results (EoR) Manager
Middle East North Africa (MENA)
Country / Territory
United Arab Emirates
Abu Dhabi
English & Exams
Job Category
Pay Band
Locally appointed Grade E
Vacancy Description
Contract Duration: FTC 12 months (Maternity cover) Location: Abu Dhabi, United Arab Emirates Pay Band 8/E (Locally appointed) Salary: 25,130 AED (including housing) / medical insurance / annual flight/ annual leave Closing date: 14 December 2019
Role Purpose

To manage the IELTS Enquiry on Results service providing excellent levels of customer service to the global network of IELTS centres. This role will review existing processes and contribute to the implementation of an automated solution to the Enquiry on Results service. 

This post will be part of the Global Delivery Function, recruiting and managing a team of Senior Examiners, ensuring training and rating standards are met.

Function Overview

The English and Examinations Strategic Business Unit (E&E) is one of three strategic business units in the British Council (the others being Arts and Education & Society) all of which have the remit to build trust for the people of the UK by building relationships through aspects of our language and culture.  E&E achieves this by enabling people across the world to access the life-changing education and work opportunities that are created by learning English or gaining valuable UK qualifications.  Promoting the English language also provides a medium for communication, helping break down barriers of misunderstanding or mistrust between cultures. 
The British Council’s 2020 vision for English & Examinations is to be the world authority in high quality English language teaching, learning and assessment, as well as the International distributor of choice for UK professional and school qualifications.

Examinations business makes a significant contribution to British Council financial sustainability, and as such, it is essential that the business evolves in order to maintain its position in a fast-changing operating context. There is a need to standardise and automate activities across the globe to deliver efficiencies, and there is also a requirement to develop new digital products and services to meet changing customer demands and competitive pressures. In a cost and resource-constrained environment, balancing the on-going requirements and allocation of funds will be critical, as will the integration and planning of the implementation of the different changes across a global network of 110+ countries charged with the on-going delivery of impact and income whilst changing key elements of the supporting operational platform.

Responsibilities will include:

  • Ensuring consistent management of IELTS Enquiry on Results (EOR) service with particular focus on quality standards and materials security
  • Ensuring appropriate contingency plans are in place and implemented promptly to manage delivery safely and effectively in challenging or high-risk circumstances.
  • Managing the EoR budget and ensuring accurate and timely reporting.
  • Reviewing the pricing and charging structure of EORs to maximise the commercial benefit to the British Council
  • Working with finance team to establish a robust financial structure for collecting EoR fees
  • Working with the Process Team to implement an automated EoR service, including review of functional requirements, working with developers, communications and training for test centres and evaluation of the services.
  • Implementing and adapting team work plan in the light of revised SLAs and operational priorities
  • Providing formal line management to all members of the team in the UK and oversees, this includes the offshore Centre and an overarching view of the substantial EoR hub in China
  • Ensuring all external consultants are paid on time and payment is error-free.
  • Quality management of EoR markers in close collaboration with the Examiner Standard Managers.

Skills and Experience:

  • Demonstrable knowledge and understanding of Exams business
  • Demonstrable experience of  leading a dispersed team
  • Demonstrable experience of  successfully managing a team to deliver a service
  • Demonstrable ability to deliver in a pressured environment
  • Demonstrable experience of working collaboratively with peer group to deliver shared outcomes
  • Demonstrable track record of contributing to and managing projects involving operational and system change
  • Proven leadership and team work skills. Evidence of the ability to network across complex organisational structures 

For more information on the role requirements, British Council core skills and behaviours, kindly refer to the documents attached below;

  • The contract for this role is 12 months (non-renewable) 
  • If you are interested in this role, kindly submit your application by 14 December 2019
About Us

The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections and engendering trust.
We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.

Valuing diversity is essential to the British Council’s work. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to try and avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies.