- Maintains and, where required, implements a range of standardised, operational procedures and systems to achieve specified, clearly measurable targets (library membership, income targets, events, reach and audience numbers)
- Responsible for managing relevant library and corporate systems (e.g.KOHA library management system), licence agreements and other operational duties (financial processes, budget management, collection management etc.) to ensure smooth-running of the library according to British Council standards.
- Work closely with the global programme team in the region to ensure all events/activities are aligned to the "One British Council" vision.
- Implements an agreed set of both physical and virtual library and outreach activities including planning, partner liaison, global programme connect and logistics to ensure these are delivered to time, budget and quality.
- Responsible for delivering the Customer engagement plan continuously improving accessibility as per customer feedback.
- Responsible for the procurement and development of the library stock, ensuring that material is fit-for-purpose, inclusive and reflecting the needs of the membership as well as representing the best of UK culture, information and resources for learning.
- Takes end-to-end accountability for the satisfactory and timely resolution of complex/ escalated customer complaints and issues.
- Ensures customer experience across both physical and virtual platforms is streamlined and of a high quality, which is reflected in customer feedback and completed customer journeys.
- programme pillars(English/Arts and Education), corporate support services and Exams and English colleagues where relevant.
- As required, supports senior colleagues in hosting/attending external events or meetings, ensuring these run efficiently and effectively and that a positive, professional image of the BC is projected.
- Supports senior managers in seeking and developing potential partnership and business opportunities for the libraries.
- Follows agreed corporate risk management processes and procedures when delivering services (e.g. child protection, security and health and safety policies, financial protocols, anti-fraud measures) to protect the interests of the British Council and its customers at all times.
- Operates and runs regular reports on range of standard, corporate financial processes and procedures to enable effective budget and resource management for the team, unit or project(s) – e.g. purchase order system, FABS, SAP, procurement processes.
- Actively seeks to maximise value for money when acquiring resources, goods or services for the team, unit or project.
- 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.
- Manages the day-to-day performance of the library team, dealing with sickness, discipline, motivation etc, 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, time deadlines etc).
- Proactively maintains a sound working knowledge of major developments, issues and stakeholders within the libraries sector to build professional credibility, confidence and market insight
- Collaboratively develops an annual calendar of events ensuring alignment to local, country and wider organisational objectives.
- Operates effective project/programme controls, risk management and monitoring processes to track progress and alert colleagues and partners to issues as they arise.
- Under direction, uses agreed corporate templates to produce appropriate marketing and communications materials (across a variety of media), to help raise internal and external awareness of projects/programmes/products within the area of subject/sector expertise.
- Within agreed corporate processes, contributes data and/or administrative support, as required, to enable the development and distribution of high quality, customer and market-focused marketing collateral (via a range of channels) to promote the British Council's offer externally.
- Supports the identification and development of professional networks, relationships and partnerships to increase the British Council's impact and reputation.
- Ensures high quality and accurate pipeline data for country/pillar.
- Conducts specific pipeline and partner/competitor analysis to contribute to business development planning and prioritisation.
- Provides support with development of new business proposals, ensuring that internal and external professional standards are met.
Libraries Manager - Chennai, India - British Council
Description
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 2021–22 we reached 650 million people.
Role Profile
To manage operations, content, business development and customer services at the British Council libraries. To ensure that the British Council libraries are delivering a fit-for-purpose, 21st century library provision – across physical and digital platforms – to the appropriate profitability, quality and compliance standards. To develop partnerships and opportunities to support the growth of library membership. To shape and develop a library offer that aligns to the cultural engagement priorities of the British Council
Main Accountabilities:
Product/programme/service delivery
Customer service
Relationship & stakeholder management
Develops good working relationships with appropriate colleagues throughout the British Council to facilitate effective and efficient service delivery. This includes Global
Risk & compliance
Commercial & resource management
Leadership & management
Sector/subject expertise
Product/programme development
Brand and marketing positioning
Business Development
Minimum/Essential Requirement
Graduate in any discipline(16 years of education)
3 years or more relevant work experience preferably in a customer service environment with experience of managing customer relationships and teams
Experience managing events across physical and virtual platforms