Teaching Operations Manager

Role information

Role type

Pay band

Business Delivery

Grade 6 / G

Role purpose

To control the cost of the country teaching operation including effective teacher utilisation planning, management of indirect costs and process improvements to improve margins. Responsible for the effective management of the teaching operations team ensuring they operate in budget and in accordance with regional and SBU strategies.

Role context

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 Councils 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.

Main accountabilities

Service delivery

• Working with the Cluster Operations Lead, translates Regional English Strategies into 1-3 year Operations plan, including continual improvement to global standards, effective integration of new products/services /delivery methods and process/ systems changes.
• Implements a range of standardised, operational procedures and systems within the Teaching Centre(s) to achieve specified, clearly measurable targets (revenue, volume, time and/or cost).
• End to end oversight of operational planning, logistics, resourcing, service delivery performance /standards and effective capacity management for the country.
• Agrees SLA (Service Level Agreement) requirements and performance management of supporting functions/external suppliers.
• Provides support and oversight to student administration including transfers, waiting lists, absences.
• Identifies and shares examples of best practice with Cluster.
• Works with the Commercial Manager to anticipate demand and liaises with internal and external stakeholders to utilise internal classroom space and source external space against demand.
• Manages the day to day logistics of the Teaching Centre including timetabling, cover and duty rota using agreed templates.
• Sets up, maintains and communicates the academic calendar using agreed template.
• Manages academic processes such as attendance, academic records, reports and certificates according to product and service guidelines ensuring compliance with TCMS academic management policies and processes.

Relationship and Stakeholder management

• Develops and maintains excellent relationships and communication with internal stakeholders across a range of business and geographical areas, to inform and enable medium-term innovation and improvements in the quality of teaching delivery.
• Builds good working relationships with corporate stakeholders including Tax, Legal and Information Governance.
• Manages safeguarding of Young Learners and parent engagement for the country.
• Ensures customer complaints and issues are resolved within according to agreed process and SLA.

Analysis and Reporting

• Supports business process improvement through reviewing data, analysing outcomes and providing recommendations to the Cluster Operations Lead.
• Reports on teacher utilisation using agreed regional templates.

Risk and compliance

• Uses standardised processes to monitor compliance with agreed risk management procedures relevant to teaching delivery (e.g. child protection, security policies, financial protocols, anti-fraud measures). Highlights to senior managers any instances of non-compliance.
• Ensures team receive and maintain appropriate induction/training in all relevant risk management procedures.
• Uses standard corporate protocols to assess a range of risks in teaching delivery, conducts risk assessments of teaching premises.

Commercial and/or financial management

• Responsible for accuracy of student financial and registration data including management of debtors and refunds; Teaching Centre financial records as per audit requirements and hourly paid teacher and YL Assistant pay claims.
• Accurate and timely completion of FCCF requirements including income reconciliations, cash flow and deferred income.
• Manages the resourcing and administration for freelance staff, (Teachers, Young Learner Assistants) including overseeing pay claims, managing leave, rota and timetabling.
• Oversees and coordinates stock management and inventory for teaching centre.

Leadership & management

• Plans and prioritises country’s operational activities, and supports team development towards effective delivery of services and delivery of work plan.
• Manages day to day performance of country operations team, Motivates and encourages team performance, addressing sickness, discipline etc., to ensure high quality service delivery is maintained at all times.
• Tasks and coordinates others (e.g. third party suppliers, external partners) to complete activities in accordance with agreed service delivery/ contractual requirements (e.g. cost schedules, time deadlines etc.).

Person specification

Role specific skills

• Communication and Influencing
• Operational Management
• Process Improvement
• Risk management
• Managing People
• Finance and resources

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 people (level 3) – Manages a team

• Provides full line management to a team where all members are working in a similar area of expertise or business. Scope includes planning, setting objectives, role modeling an inclusive culture, recruitment, development and performance management.

Finance and resource management (level 2)

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

Managing risk (level 1) – Follows good practices

• Demonstrates understanding of risk management policies and procedures and record of following them.

Commercial and business development (Level 2) – Analyses trends

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

Knowledge and Experience

Essential

• Experience of operations management with exposure to streamlining operations.
• Experience of cost management.
• Experience of successfully delivery of business process improvement.

Desirable

• Experience of working as part of a dispersed team
• Experience of implementing change.
• Experience of operations within teaching delivery

Additional Role Requirements

Proof of Identity requirements/right to work in country

Candidates are expected to have researched whether they have the right to live and work in the country in which the role is based. Given that our offices have different legal status depending on the work we do in those countries, we recommend that you contact HR in country for additional information on the likelihood of securing a visa. Only at its discretion will the British Council provide support so please check first whether visa support is offered.