CMR and Logistics Coordinator

Main Accountabilities

Product Service Delivery

Coordinates the related planning and delivery functions in preparation for Test Day in line with BC processes

Supports the selection of suitable venues by viewing venues identified by Operations Planning function

Oversees the handling of confidential materials and the management of the CMR to ensure British Council standards are met

Leads on the reconciliation of stock both received and retained post Test Day Escalates any discrepancies.

Plans for the Test Day by ensuring sufficient resources and their distribution to venues as per requirements (e.g. process guides, stationery, branding/signage/ technical equipment – speaking test/hand scanners and CICO devices)

Ensures the proper procedures and documentation is adhered to when handing over exam materials to courier or Venue Staff (VS).

Arranges transport and ensures safe delivery of confidential materials and resources required on test day to the exam venue

Ensures proper script tracking, packing and return OR scanning, storing and shredding.

Ensures all exam results are input into the Examining Board platforms as per Board requirements.

Ensures all exam scripts are scanned and /or delivered to Examining Boards.

Ensures results, TRFs and certificates are produced and issued.

Ensures Enquiries into Results are processed with Examining Board. ▪ Conducts checks on processes, customer journey and test delivery quality, including Venue Audits and Venue staff Monitoring

Provides timely escalation of issues, enabling the adaptation of work plans where necessary.

Supports continuous improvement in efficiency/cost effectiveness/quality of service delivery/systems in the team.

Customer service

Takes end-to-end accountability for researching and obtaining satisfactory and timely resolution of customer (internal or external) operational complaints and issues, coordinating input from other colleagues/departments/managers as required, to do so. Ensures the customer is kept informed throughout the process.

Ensures complex customer operational complaints are escalated to the Exams Country Operations Manager.

Recognises and understands the impact of incidents arising (e.g. complaints, resourcing problems, logistical or technical difficulties) and proactively alerts the team leader to any issues of concern that are likely to impact service/project/task delivery or customer experience.

Relationship & stakeholder management  

Receives instructions and requests from cluster operations teams and Operations Manager and plans to ensure that work is carried out efficiently and effectively.

Develops good working relationships with appropriate colleagues to facilitate effective and efficient service delivery.

Risk & compliance

Ensures adherence to CMR standards and management

Carries out frequent random checks on Test Day to proactively prevent issues from arising.

Provides support and reporting for audits and performance reviews.

Follows agreed corporate risk management processes and procedures when delivering services (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the BC and its customers at all times.

Creates awareness within the country team on the importance of maintaining the standards around CMR and distribution of exam related materials, provides feedback if behavioural gaps are observed.

Uses standardised processes with agreed corporate risk management procedures relevant to service delivery (e.g. child protection, security policies, financial protocols, anti-fraud measures) to protect the interests of the BC and its customers at all times.

Analysis & reporting

Using standard procedures and templates, regularly records, analyses and reports on operational activity levels and performance data, to support senior managers in making timely and effective business decisions that respond to operational needs.

Commercial & resource management

Where relevant manages courier SLA/performance standards. Builds relationship with courier service provider in country to ensure quality of services.

Uses standardised systems and processes to plan and coordinate effective, timely and cost-effective logistical support to enable the delivery of high-quality services.

Operates and runs regular reports on range of standard, corporate financial processes and procedures to enable effective budget and resource management – e.g. purchase order system, procurement processes.

Leadership & management

Prioritises own work activities, which span across a range of different work streams.

Likely to manage the day-to-day performance of a small team, to ensure high quality service delivery is maintained at all times.

Tasks and coordinates others (e.g. third-party suppliers, external partners and internal colleagues) to complete activities in accordance with agreed service delivery/ contractual/ project milestones or requirements (e.g. cost schedules, time deadlines etc.).

Plans and prioritises operational activities and supports team knowledge and skills development towards effective delivery of services.

Coaches and guides towards team performance of the country operations team, working with country leadership to address skills or motivation gaps as it arises. 

Test Day Support

Where appropriate this role will be part of a team carrying out Duty Officer duties on a rotational basis supporting test day delivery. The test day roster will include some early morning and weekend cover.

REQUIREMENTS:

• Right to work in Uzbekistan
• Fluent written and spoken Russian and English
• Relevant university degree or equivalent experience
• Plaining and organizing experience preferably for a large number of staff and/or outsourced service provider coordination.
• Working in a challenging environment operating against very tight deadlines
• Experience in managing a small team
• Experience of working in a high volume, busy operational environment, delivering to standard and managing confidential materials

Please follow the link to apply: https://careers.britishcouncil.org/job-invite/40689/