British Council Việt Nam 4.1 ★

Teaching Operations Manager

* Pay Band: 6 / Grade G/ Min gross salary from 35mil VND
* Contract Type: Fixed Term Contract, 2 years
* Location: Hanoi or Ho Chi Minh City, Vietnam

Job DescriptionRole Purpose:

To control the cost of the country teaching operation including effective teacher utilisation planning, management of indirect costs and process improvements to improve margins. Responsible for the effective management of the teaching assistant and administrative team ensuring they operate in budget and in accordance with regional and SBU strategies.

Main accountabilities but not limited to the following:

Service delivery

- Working with the Cluster Operations Lead, translates Regional English Strategies into 1-3 year Operations plan, including continual improvement to global standards, effective integration of new products/services /delivery methods and process/ systems changes.
- Implements a range of standardised, operational procedures and systems within the Teaching Centre(s) to achieve specified, clearly measurable targets (revenue, volume, time and/or cost).
- End to end oversight of operational planning, logistics, resourcing, service delivery performance /standards and effective capacity management for the country.
- Agrees SLA (Service Level Agreement) requirements and performance management of supporting functions/external suppliers.
- Provides support and oversight to student administration including transfers, waiting lists, absences.
- Identifies and shares examples of best practice with Cluster.
- Works with the Commercial Manager to anticipate demand and liaises with internal and external stakeholders to utilise internal classroom space and source external space against demand.
- Manages the day to day logistics of the Teaching Centre including timetabling, cover and duty rota using agreed templates.
- Sets up, maintains and communicates the academic calendar using agreed template.
- Manages academic processes such as attendance, academic records, reports and certificates according to product and service guidelines ensuring compliance with TCMS academic management policies and processes.

Relationship and Stakeholder management

- Develops and maintains excellent relationships and communication with internal stakeholders across a range of business and geographical areas, to inform and enable medium-term innovation and improvements in the quality of teaching delivery.
- Builds good working relationships with corporate stakeholders including Tax, -
Legal and Information Governance.
- Manages safeguarding of Young Learners and parent engagement for the country.
- Ensures customer complaints and issues are resolved within according to agreed process and SLA.

Analysis and Reporting

- Supports business process improvement through reviewing data, analysing outcomes and providing recommendations to the Cluster Operations Lead.
Reports on teacher utilisation using agreed regional templates.

Risk and compliance

- Uses standardised processes to monitor compliance with agreed risk management procedures relevant to teaching delivery (e.g. child protection, security policies, financial protocols, anti-fraud measures). Highlights to senior managers any instances of non-compliance.
- Ensures team receive and maintain appropriate induction/training in all relevant risk management procedures.
- Uses standard corporate protocols to assess a range of risks in teaching delivery, conducts risk assessments of teaching premises.

Commercial and/or financial management

- Responsible for accuracy of student financial and registration data including management of debtors and refunds; Teaching Centre financial records as per audit requirements and hourly paid teacher and YL Assistant pay claims.
- Accurate and timely completion of FCCF requirements including income reconciliations, cash flow and deferred income.
- Manages the resourcing and administration for freelance staff, (Teachers, Young - Learner Assistants) including overseeing pay claims, managing leave, rota and timetabling.
- Oversees and coordinates stock management and inventory for teaching centre.


Leadership & management

- Plans and prioritises country's operational activities, and supports team development towards effective delivery of services and delivery of work plan.
- Manages day to day performance of country operations team, Motivates and encourages team performance, addressing sickness, discipline etc., to ensure high quality service delivery is maintained at all times.
- Tasks and coordinates others (e.g. third party suppliers, external partners) to complete activities in accordance with agreed service delivery/ contractual requirements (e.g. cost schedules, time deadlines etc.).