Exams Operations Officer

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Pay Band: 4
Salary: from VND 15,359,155 per month
Country/Location: Hanoi, Vietnam
Department: English and Exams - Country/Cluster Operations
Contract Type: Indefinite
Closing Date: Sunday, 11 October 2026, 23:59 Philippine Time (GMT+8) / 22:59 Vietnam Time (GMT+7)
Role Description/Purpose The purpose of this role is to ensure the effective and efficient delivery of Exams within a small or remote exams office location, including the secure handling of confidential materials throughout multiple exchanges in-country/in-location in line with compliance standards. The role is responsible for managing test delivery, overseeing Venue Supervisor engagement, relationships, and performance, and coordinating the resolution of risks and issues, including customer communications either directly or through Customer Services. Acting as the primary point of contact for venues and Venue Supervisors on test days, the post holder will also be required to work on test days, including weekends, as part of their contracted hours.
Role Accountabilities
We are seeking a highly organised and proactive professional to support the delivery of examinations at test centre level during an exciting period of transformation as we implement a new Global Operating Model for Exams. This role plays a vital part in ensuring the successful planning, coordination, and delivery of test days, while adopting new systems, processes, and ways of working. The successful candidate will be responsible for managing operational activities before, during, and after test days, including the secure handling and distribution of confidential examination materials, coordinating venue and staffing arrangements, monitoring performance through operational dashboards, and ensuring all resources are in place for seamless delivery.
The role requires strong problem-solving skills, the ability to respond effectively to unforeseen circumstances, and a commitment to maintaining the highest standards of security, compliance, and customer service.
Working closely with venue staff, customers, and internal stakeholders, the post holder will support and oversee test day operations, ensuring examinations are delivered in accordance with British Council and awarding body standards. The role involves managing stakeholder relationships, supporting the engagement and performance of venue staff, addressing operational issues and customer enquiries, coordinating risk and contingency management activities, and contributing to audits, performance reviews, and continuous improvement initiatives. The successful candidate will also analyse and report on operational performance, lead post-test reviews, and ensure that all procedures relating to health and safety, safeguarding, security, financial controls, and anti-fraud requirements are consistently followed.
Strong organisational skills, attention to detail, and the ability to coordinate multiple priorities while working collaboratively with colleagues and external partners are essential for success in this role.
Qualifications & Experience
Education: Bachelor's Degree
Experience working in a busy operational environment while delivering high levels of customer service.
Ability to monitor and maintain compliance, risk, and security standards.
Track record of working in a tightly controlled process driven environment
Further Information
Benefits
21 days of Annual Leave - entitlement will progress in accordance with the length of service
13th Month Salary
Non-consolidated bonus
Group Insurance Program including Personal Accident Insurance and Health Insurance for 24 hour/day for you and your family members (Eligible spouse and children only). Family member coverage is only applicable for employment contract of 12 months or more
15 days public holidays (combination of Vietnam and UK public holidays)
37.5 hours / 5 day working week
Professional development - Ongoing learning and career growth opportunities to support your development.
Right to Work: Locally recruited
Applications are welcomed from candidates currently in this location with a natural right to work.
Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided.
A connected and trusted UK in a more connected and trusted world.
Equality, Diversity and Inclusion Statement
We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work.
The British
Council is a Disability Confident Employer.
The Disability
Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.
Safeguarding Statement The British Council is committed to safeguarding children, young people and adults who we work with. We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed in line with legal requirements and with the British Council's Safeguarding policies for Adults and Children.
If you experience any difficulties with submitting your application, please email [protected info]