Job Title: Examiner Standards Manager – Global English & Exams Shared Services (IELTS Operations)

Purpose of job:

• 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 directly work with Examiner Hub Managers and be a part of the Global Exams Delivery – Operations Team within the Delivery Function, a key part of the English & Exams Strategic Business Unit (SBU).

Role context 

• 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
• Act as final decision-maker for disputed ratings

May required to work overtime to Mark Enquiries on Results, Jagged Profile 3rd re-marks and exception / urgent cases

Main opportunities/challenges for this role 

Accountabilities, responsibilities and main duties:

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 British Council

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.

Qualifications

Graduate

Role specific knowledge and experience

• A first degree in any discipline (Graduation)
• Certification and Professional Qualifications: a recognised EFL qualification at certificate level
• 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

Further Information

Pay Band – 7

Contract Type – FTC 2 Years (extendable)

Department/Country- IELTS Online/ India – Noida

Closing Date (Time) – 5th April 23

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 *****@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.