Eor Officer - Noida, India - British Council

British Council

Verified Company

Noida, India

1 week ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

EOR Officer

Date:6 Jul 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:
EOR Officer

Purpose of job:

To provide support to the Enquiries on Results Support Manager in the delivery of the Enquiry on Results (EoR) service, providing excellent levels of customer service to test centres globally.

Role context

Management of Team inbox, dealing with queries within specified timeline
Supporting EoR team with financial management which includes monthly invoicing, reconciliation and payment to ensuring timely and accurate payments to all external consultants
Maintain and update EOR manuals, check lists and training materials used by over 100 centres globally

Main opportunities/challenges for this role

Accountabilities, responsibilities and main duties:
Service delivery

Ensures the results are released within 24 hours from receipt of Senior Examiner Manager while monitoring the accuracy the released results.
Improves EOR service quality by assisting in evaluating and updating current EOR procedures
Receives instructions and requests from EoR managers and Examiners, and plans and organises given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively
Provides timely feedback on EoR marking issues and events to more senior managers, enabling the adaptation of work plans where necessary and supporting continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the team.
Provides proactive and timely support to the EoR Support Manager and team members if and when required.
Provides administrative support in the recruitment, training, standardisation and monitoring of EoR markers

Customer service

Takes endtoend accountability for researching and obtaining satisfactory and timely resolution of complex/escalated queries from Senior Examiners and Centres. Coordinating input from other colleagues/departments/managers as required, to do so. Ensures the Senior Examiner/Centre is kept informed throughout the process.

Relationship & stakeholder management

Develops good working relationships with appropriate colleagues throughout the BC to facilitate effective and efficient EoR results turnaround.
As required, supports senior colleagues in hosting/attending EoR events and wider IELTS events as deemed appropriate by team manager, ensuring these run efficiently and effectively and that a positive, professional image of the BC is projected.

Risk & compliance

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

Analysis & reporting

Using standard procedures and templates, to produce weekly, monthly and quarterly reports for the EoR Managers on EoR services. These reports analyses operational activity levels and performance data, to support managers in making timely and effective business decisions that respond to operational needs.

Commercial & resource management

Operates and runs regular reports on range of standard, corporate financial processes and procedures to enable effective budget and resource management for the EoR e.g. purchase order system, FABS, SAP, procurement processes.
Actively seeks to maximise value for money when booking meeting and training venue for Senior Examiner meetings and training sessions.

Leadership & management

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.
Likely to manage the day to day performance of a more junior team (temporary staff), dealing with sickness, discipline, motivation etc, to ensure high quality service delivery is maintained at all times
Tasks and coordinates offshore centre to complete activities in accordance with agreed marking deadlines.

Qualifications
Graduate

Role specific knowledge and experience

Demonstrable experience of excellent written and verbal communication skills for a wide variety of audiences
Demonstrable experience of delivering training using a range of methods
Demonstrable