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Position : Operations Officer, ESAT-J Programme

Pay Band : 4/H | Contract Type : Indefinite | Location : Tokyo Kenkyusha Bldg, Tokyo, Japan | Number of Job opening : 1 post

Local direct hire : Applications are welcomed from candidates currently in this location with a natural right to work.

Role Purpose

The role purpose of Operations Officer, ESATJ Programme in the British Council Japan is to play a key role in supporting the development and execution of an Operations strategy that aligns with the external contract with the Tokyo Metropolitan Board of Education.

This involves contributing to the achievement of specific targets, goals, and managing capacity and supply requirements as outlined in the contract. The officer is instrumental in facilitating the effective and efficient operation of the full operational cycle, which encompasses aspects like capacity planning, test day operations, and post-test services in a large country program.

In this role, the officer assists in overseeing, monitoring, and tracking the effectiveness, efficiency, and compliance of supply, delivery, and Change/Business improvement initiatives. The officer supports the broader Operations strategy to ensure supply security, and plays a supportive role in maintaining customer satisfaction, capacity management, contingency planning, cost efficiency, consistency in operations, compliance, and upholding the integrity of exam delivery.

Main Opportunities/Challenges for This Role:

• Collaborating with the Head of Programme Operations and Manager Programme Operations to fully operationalise the ESATJ assessment suite.

• Contributing to economies of scale in exam operations.

• Promoting standardization and best practices across the Tokyo Metropolitan district.

Main accountabilities but not limited to the following:
Product Service Delivery

• Assists in developing and executing an operational plan that aligns with the project operations strategy, focusing on standards improvement, supplier management, and

adapting processes/systems for supply chain security and delivery requirements.

• Implements standardized operational procedures and systems to meet specified targets and project contract requirements.

• Manages Operational Planning, logistics, resourcing, and service delivery performance/standards while ensuring effective capacity management.

• Participates in hiring operations team members and defines priorities.

• Contributes to defining and ensuring adherence to SLA (Service Level Agreement) requirements and performance management of supporting functions/external

suppliers.

• Prioritizes and resolves day-to-day operating resource issues to maintain high-quality, consistent, and efficient services.

Customers and Stakeholders

• Supports the achievement of Customer Experience standards by gathering feedback, working with the Stakeholder Manager, and implementing improvements.

• Converts client management strategies into operational policies and procedures.

• Builds and maintains relationships with internal and external stakeholders, understanding their needs for medium-term innovation and quality improvements in product

delivery.

Risk and Compliance

• Helps set standards and performance for Exam security and compliance, addressing non-compliance issues, and introducing risk mitigation measures and protocols.

• Assists in contingency planning and risk management of supply.

• Monitors compliance with corporate risk management procedures relevant to service delivery (e.g., child protection, security policies, financial protocols, anti-fraud

measures).

Analysis and Reporting

• Utilizes data analytics and reporting tools to validate operational strategies and planning.

• Presents information and analysis to the Country and Region.

Commercial and Resource Management

• Maintains a relationship with the Project and wider support teams regarding cost-to-serve and delivery feasibility.

• Adheres to Operations budget, managing costs, and enhancing the efficiency of operational activities.

• Supports setting standards and embedding changes consistent with the project scope.

• Contributes to setting up an operational platform to achieve economies of scale and improved agility.

• Assists in defining and embedding Capacity & Operational Planning and management.

• Supports defining Venue strategy and ensuring technical support to meet demands.

Finance and Resource Management

• Monitors and takes responsibility for small-scale resources/cash/stock, following established procedures and ensures that equipment and materials are available and

ready to use when needed

Managing self and others

• Plans and prioritises own work activities, which span across a range of different work streams, responding to changing and at times competing requirements to ensure

effective delivery of responsibilities over a weekly/monthly time horizon.

• Tasks and coordinates others (e.g. internal colleagues or external contractors/suppliers) to complete time- limited, straightforward activities, within established

procedures, in order to ensure efficient delivery of services. Monitors task completion to agreed quality and time standards.

Role specific skill, knowledge and experiences:
Demonstrable experience, in large complex international organisation of:

• Experience of planning and delivery in a fast paced operational environment

• Experience working with team

• Experience of delivery change and ensuring that new ways of working are embedded

• Experience working in an international and challenging environment

• Experience working in Exams environment (desirable)

• Experience of delivering of computer based exams (desirable)

• Experience of working with government and municipal offices (desirable)

Person Specification

• Diploma

• University degree in any subject or relevant qualification (desirable)

• The British Council systems and global processes operate in English. Written and verbal proficiency in English is required.

• Native speaker for Japanese (JLTC- N1 level or equivalent.)

• Relevant experience of overseeing production of goods/provision of services.

Role Benefits

• 14month Salary

• Performance bonus

• 21days AL per calendar year

• Statutory Insurance

• Travel allowance

• Retirement allowance

Closing Date for Application. Tuesday, 7th May :59 Tokyo time (GMT+09)

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