On|screen Marking Operations Executive

On-screen Marking Operations ExWe 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 2021–22 we reached 650 million people.

Job Title: On-screen Marking Operations Executive

Purpose Of Job

The main focus of this role is Support the OSM Delivery Managers and Head of Operations in managing the effective use of the On-screen Marking systems and processes to enable an efficient, compliant and high quality marking operation and ensure that Test Takers’ written scores are delivered within the agreed time frame.

Accountabilities, Responsibilities, And Main Duties

Customer Services and Stakeholders
• Monitoring OSM Customer Services Inbox and respond to 1st level queries as per standard process and procedures set out by OSM Operations team. Manage effective communication.
• Ensuring accurate distribution of queries to respective sub teams as per structure within OSM inbox. Ensuring high-risk or urgent matters are escalated for immediate attention of respective ODMs or handling as appropriate in their absence.
• Ensuring the number of unread emails are reduced hourly to a minimal during the working day and urgent emails are responded/dealt with within one hour of business day.
• Support ODMS in implementing strategic and tactical OSM Communications as appropriate to customers and stakeholders to ensure high quality delivery of OSM services.
• Contributing to the team achievement of excellent customer services with good management of customer complaints.
• Developing good working relationships with colleagues and internal / external stakeholders to facilitate effective and efficient service delivery to meet high standards.

Operational Support
• Contacting centres to ensure their completion of required OSM actions in relation to IELTS tests. For example, verification, marking queries and awaiting papers within agreed time frame.
• Support OPS Team members during shortage of staff for major holiday periods
• Providing administrative and schedule support to Head of Marking Operations where required
• Taking and maintaining accurate record of team meeting notes and tracking progress of recorded actions. Reporting on completed actions ahead of meetings.
• Maintaining an accurate global centre and stakeholder contact list on various platforms and distribution lists (OSM Ops record and Global OSM Distribution Lists).
• Providing efficient support to ODMs in logistic organisation and management of training events
• Carrying out effectively all assigned operational tasks / project support to meet OSM Objectives.

Risk & compliance
• Supporting ODMs in liaising with various stakeholders in investigating and resolving incidents affecting the scanning/verification/marking process.
• Adhering to regulatory and internal procedures and obligations
• Supporting ODMs in using standardised processes to monitor compliance with agreed quality procedures, ensuring adherence with regulatory and internal compliance requirements.

Reporting
• Producing and presenting customer services trend reports by extracting and vetting relevant data from the inbox and Improving reports as required
• Assisting ODMs on data extraction from systems for production of reports for Head of Marking Operations and the team as required
• Liaising with ODM in OSM data and statistics collection for operation planning work

Qualifications

Graduation is a must

Role Specific Knowledge And Experience
• Minimum experience of at least 2 years in customer services/backend operations
• Demonstrable experience and knowledge of exams delivery
• Demonstrable ability to deliver results in a pressured environment
• Proven record of having excellent organisation skills
• Demonstrable experience of working with multiple systems
• Proven track record of delivering tangible outcomes and getting things done to quality and time

Role Specific Skills
• Able to simultaneously manage tasks for multiple processes
• Ability to adapt quickly to different IT systems
• Be proficient with Microsoft Office, especially excel, outlook
• Have great interpersonal and communication skills to conduct effective working relationships with the key stakeholders
• Be Versatile. A big part of the Marking function is the willingness to help one another even though it may fall outside of the job description

Motivated self-starter who must be eager to learn and develop as the role expands

Further Information

Pay Band –5

Contract Type – 1-year FTC (extendable to 2 years on performance rating)

Department/Country- GSS English & Exams (IELTS Operations)/ India - Noida

Closing Date (Time) – 17 July 23 (IST -23:5+)

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 1+, UNCRC (United Nations Convention on the Rights of the Child) 1+8+.

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
ecutive

India
Uttarpradesh
Noida Show on map Get directions