On-screen Marking Operations Executive

2 weeks ago

Noida, Uttar Pradesh, India British Council Full time
On-screen Marking Operations Executive

Date:30 Jun 2023

Location:
Noida, South Asia, IN

Company:
British Council

We 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 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 highrisk or urgent matters are escalated for immediate attention of respective ODMs or handling as appropriate in their absence.
  • 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/Coun

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