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Quality & Compliance Manager, Nigeria Exams At Randstad

Date Posted: 14/Sep/2013
Deadline: 30/Sep/2013

Purpose of job: 

To ensure that professional quality standards for both examination delivery and customer service are maintained.

 

Context and environment:

Delivering over 70,000 examinations in 2012-13 through our four centres in Nigeria: Lagos, Port Harcourt, Abuja and Kano, the Nigeria Examinations Department is the largest Examinations Business in the organisation’s sub-Saharan Africa region.

Our main areas of activity involve the delivery of schools examinations (e.g. IGCSEs and ‘A’ levels); English language examinations (IELTS); university; and professional examinations (e.g. ACCA, CIPS, CIMA, PLAB).

The examinations department has seen rapid growth over the past 5 years. Our main goals are to identify  new business opportunities; to manage and support sustainable growth; to improve customer service and take advantage of technologies to improve our service delivery.

 

Accountabilities, responsibilities and main duties:

 

Examinations Delivery: Quality standards, security and compliance

The Quality and Compliance Manager will support the Country Examinations Manager by ensuring that all centres are consistently complaint in their examinations delivery. This involves performing regularly EQS and other examination board-specific checks on all centres and implementing procedures and training for staff to ensure these standards are understood and met. The post holder will ensure that each centre is actively pursuing points of excellence and will promote and disseminate best practice among centres in Nigeria and the region. The post holder will assist with assessing risk in examination delivery and make contingency plans for examination delivery during times of security threats or social unrest.

 

Customer service

To improve customer service across the Nigeria operation by leading customer service teams in embedding the Customer Management Framework and other customer relationship management processes across the Nigeria operation.  To ensure that customer feedback is regularly gathered, analysed and acted upon by all exams product managers. Corporate targets for customer service are met.

 

Relationship management

To assist with developing and managing existing and future relationships with examination boards, clients and other stakeholders.

Business development and management

To assist the Country Examinations Manager (CEM) in developing and implementing examinations business plans for Nigeria. To implement these plans and monitor and report on performance on a monthly basis. This involves analysing the market, assisting with develping a marketing action plan and financial plan.

 

Finance and procurement

The postholder will assist with the checking of income reconciliations, the checking of cash flow projections and the checking and reporting of monthly business performance in line with coporate finance standards.

This post assists with reviewing and monitoring procurement processes in the examinations department to ensure that due dilligence is followed and procured goods and services represent good value for money.

 

HR & Line Management

Currently there are 22 staff members working in the Examinations Department in the organisation in Nigeria. The DCEM will line manage up to six people according to HR standards.

The DCEM will assist the CEM in planning and resourcing the annual Nigeria Exams training plan.

 

Other management duties

To deputise for the CEM in his/her absence.

To perform other managerial/operational duties by agreement with line manager.

 

Key relationships:

Country Director and Deputy; Country Examinations Manager; Centre Managers: Abuja and Port Harcourt; Cusomter Service Officers, Nigeria; Communications Manager, Nigeria; Country and Regional Finance team; Regional Examinations team; Control and Complinance team, Nigeria; Customer Service Manager (SSA) & E+E CS business Partner; Nigeria- and UK-based examination board representatives; Country, Regional and E+E HR BPs.

 

Other important features or requirements of the job

Examination deadlines are absolute, so evening and weekend working may be required in order to meet deadlines.

Monthly travel to other offices is currently required as is travel to examination venues across the whole of Nigeria. As some examinations take place on Saturdays, occasional weekend working will be required to monitor these sessions.

Attendance at some annual meetings in the region, the UK and elsewhere is required

 

Experience of managing a service led business/department to challenging business targets is essential.

 

Experience of auditing business processes and implementing efficiencies/enhancements to these is essential.

 

Important

Teachanywhere's mission is to match teachers with jobs and schools with teachers but unfortunately we cannot help everyone. Our clients are overseas primary (elementary) and secondary (high school) international schools and organisations that have very specific requirements with which we must comply.

Please only apply to this job if you meet the following two requirements:

1. You are completely fluent in English and have teaching experience and/or teacher training from one of the countries from which we recruit:

  • Australia
  • Canada
  • Ireland
  • New Zealand
  • South Africa
  • United Kingdom
  • United States

If you meet the criteria above we can consider you legally able to work for the purposes of this job application.

AND

2. You meet our teacher training requirements, which are:

  • You are a certified/qualified teacher with teacher training and qualifications that enable you to teach in state schools in one of the countries listed above. Normally you will have teacher training such as a bachelor's of education, higher diploma in education, qualified teacher status or full state teacher certification

If you do not meet these criteria it is very unlikely we can help you as we do not normally recruit untrained teachers, or work with candidates from other regions of the world. If there is some doubt, rather than registering here we ask that you send your CV to [email protected] and we will respond if we have a matching vacancy.

 

Skills

English as a Foreign Language,

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