Job Description Ref No s3

Job Description Ref no:

Job Title Examinations Operations Manager

Directorate or Region SSA Department/Country Exams/South Africa

Country Appointed PB 6/Grade Location of post South Africa Pay Band G Country Reports to Examinations Duration of job Indefinite Manager

Purpose of job:

To manage all operational aspects of our Examinations buisness in South Africa and Cross Border Collaboration Scheme (CBC). Principal areas of responsibility include: financial planning, budget management, oversight of operational delivery, compliance with quality and security standards, and management of Examinations delivery including venue & venue staff management.

Context and environment:

South Africa is a medium-large exams operation in SSA, and is strategically highly important as a number of new initiatives are being piloted or developed including hub and CBC operations, digital marketing for IELTS and home school engagement. The exams portfolio is diversified but our 2 major products are IELTS and School exams. We have offices in Johannesburg and Cape Town but run examinations in multiple locations (including 10 cities for IELTS). The first operational hub and CBC pilot started in Johannesburg with CBC operations in Botswana, Mozambique and Namibia. The model will be a blueprint for the subsequent roll out throughout the region.

The SA team comprises a Country Examinations Manager, Exams Services Manager, Exams Operations Manager, Customer Services Manager, 5 Examination Officers, 3 Exams Assistants and 3 Customer Services Officers. The Exams Operations Manager post also includes management of 3 Exams Officers.

We administer over 15 000UK exams per year. Our business has grown steadily over the last 3 years. The exams business of South Africa and the CBC includes examinations for IELTS Professional, University, Schools and APTIS exams.

As well as South Africa, we also administer exams in Namibia, Botswana, Mozambique and IELTS in Malawi.

The Exams Operations Manager is supported by Examinations Services Manager, Examinations Officers, Exams Finance Officer, Examinations Assistants and a team of more than 60 venue staff.

Accountabilities, responsibilities:

1 of 5 (including people management and finance)

o Reliability: to ensure examinations are delivered securely according to board requirements o Quality: to deliver a high standard of customer service to our customers as measured by our own Exams Quality Standards (EQS) and inspection visits from exam boards o Ensure adherence to Quality & Compliance Assessment (QCA) guidelines or implement QCA action plan according to defined schedule. o Leadership: to manage and motivate exams operations team to achieve challenging objectives

Specific duties will include:

 Operational delivery o Oversee all aspects of operational delivery ensuring that examinations are managed efficiently and effectively and according to corporate standards. o Responsibility for the full cycle of operations of all examinations production. To ensure that these examinations are delivered to examination board, partners’ and Examinations Quality Standards. Occasionally to assist in delivery at peak times. o Compliance: To manage inspection visits from examinations boards as well as for carrying out regular inspections of examination venues themselves, monitoring security processes against standards set by the examinations board and EQS. To conduct spot checks of venues and venue staff where necessary. o To respond to and implement appropriately to recommendations from exam boards, partners and EQS reviewers. o To identify areas for increased efficiency and security in examination delivery and prepare plans to implement these. o Ensure the needs of our diverse customers are met in line with our Equal Opportunities policy. o To investigate the provision of different forms of computer based testing appropriate for South Africa & CBC and implement a strategy of delivery o Ensure exam product delivery is according to product standards as per set guidelines for each product o Ensure security of exam materials is according to standards for each exam and/or EQS/QCA standards o Use stock control and management systems and equipment inventories to ensure secure materials and equipment can be tracked internally and externally. o Development of services and systems that meet both customers and operational needs, implement customer feedback processes and analyse data (including corporate ‘Scorecard’ data to inform service quality delivery. o Conduct regular meetings with clients to monitor and improve on service delivery, and maintain good working relationships with key suppliers an exam boards.

2 of 5  Budget monitoring and management o Ensure Exams Delivery activity Income & Expenditure is in line with the planned budgets as allocated on the business plans. o Report on business expenditure and retain value for money.

Venue Staff

o To oversee the recruitment, training and monitoring venue staff team for SA & CBC. o To ensure training of venue staff in SA & CBC is appropriate and takes into account feedback from partners and quality checks.

Line Management o Line management of the Examinations Officers.

General Management o To contribute to South Africa & CBC team objectives by attending and contributing to staff meetings. o To substitute for management team members.

Key relationships:

Internal – Exams Assistants & Officers, Customer Service Officers, Exams Operations Manager, Country Exams Manager, Resources team, Regional Exams Team, Regional Customer Services Manager, Country Director.

External – Exam board representatives in the UK & SSA region, Associate Schools & Home Schools for Cambridge International Exams, Supplier Language Schools for IELTS, IELTS sub centres in Namibia, Mozambique, Botswana & Malawi, offsite venues, IELTS immigration agents.

Other important features or requirements of the job (e.g. travel, unsocial/evening hours etc) Travel to administer/monitor/promote examinations and training events in centres outside of South Africa is required and requires regular work outside conditioned hours, for example at weekends. TOIL should be agreed with the line manager in advance to maintain an adequate work-life balance. The postholder may be required to travel abroad on BC business and should therefore hold valid travel documents.

3 of 5 Right to live and work in South Africa

Please indicate if any security Policy Clearance required for all in the employment of BC or legal checks are required South Africa for this role.

Person Specification

Desirable Essential Assessment stage

Behaviours  Creating shared purpose (Essential)  Connecting with others (Essential)  Working together  Interviewing (Essential)  Being accountable  Interviewing (More demanding)  Making it happen (More  Interviewing demanding)  Shaping the future (More demanding) Skills and  Managing relationship  Communications  Shortlisting Knowledge with customers, clients (Level 2) and stakeholder  Computer skills  Interviewing  Business management (Level 2) and development (Level 2)  Office Administration  Interviewing Skills  Marketing & customer service (Level 2)

4 of 5 Experience Previous general  Previous work  Shortlisting & management experience in exams interviewing or business or sales management

Qualifications  Matriculation graduate  Shortlisting

 Ist degree in any  Shortlisting discipline  1st degree in  Shortlisting education, or English language

Submitted by Thenjiwe Ntini Date 14 August 2014

5 of 5