Reports to: Manager Operations English
Role purpose :
To provide administrative and operations support to the management, delivery, and promotion of English Language products, services and programmes across India.
To work with the academic, marketing, operations and customer service teams to ensure the highest levels of service to both internal and external customers, achieving business targets and high quality and full compliance to British Council guidelines, as well as.
Main opportunities/challenges for this role:
Provide administrative support in planning of activity
Ensure projects or services are managed and delivered to meet outcomes, outputs and objectives as stated in strategic plans
Support management of financial and non-financial returns, including processing of invoices, scorecard and project coordination
Implement customer communication plans and support the customer journey for English in BCEESIPL, with focus on B to C segments and achievement of business targets
You will work closely with academic, marketing and operations teams as well as the India Contact Centre to contribute to an efficient customer journey from enquiry to enrolment and post-sale service delivery.
You will contribute to the creation of a unified and efficient English business stream and towards positive collaboration with Examinations colleagues and the wider British Council.
Assist in planning and delivery of English language products, including but not limited to Blended Learning students. Provide administrative support to internal and external customers to agreed standards, and according to procedures and policies.
Manage all storage/stock of material, marketing collateral and information
Administrative, delivery and logistical tasks as required to support English language products, services, and programmes. This will include travel management, venue management, stationery vendor management, and resource management as specified by the activity manager.
Issuance of Letters of Agreement or contracts for contracted staff, and Business Cases based on the input received from activity manager
Documentation of necessary documents (Letters of Agreements, contracts etc.) and update in system as per audit requirements.
Work on operational systems such as payment and registration systems and SAP and course platforms
Complete required financial tasks as per British Council Financial guidelines and provide accurate financial information when requested, including:
Provision of financial data for reporting purposes
Support procurement process, vendor management and customer creation on SAP, including purchase order creation, goods receipt, processing claims, sales orders, vendor and customer creation as per British Council standards.
Manage a system for accurately recording the details of invoice processing and receipt of payment
Communications and customer management
Co-ordinate first and second level communications with customers/clients/partners and vendors.
Work closely with customer services and marketing teams in planning, delivery, reporting, knowledge management and training activities relating to customer service and customer management systems
Ensure scorecard data and evidence (including digital) is collected and collated in line with processes set down by English Scorecard Manager
Support in development of marketing and information collaterals (flyers, brochures, posters, standees etc.), web content and other communications related materials
Sharing appropriate content with partners/clients/customers within the agreed timeline and proper record maintenance of the same
Updating events calendar, uploading internal articles and keeping communication staff updated on events and visitors.
Head of Blended Learning India
Senior Manager Marketing English
Senior Manager Operations English
Manager - Customer Management
English SBU Operations and Marketing teams
Customer Service managers and teams
English academic manager and teams
English regional management teams
Other British Council colleagues
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