Head of Operation for Hongkong & Macau

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries.

We connect. We inspire.

Pay Band: 7 
Contract Type: Indefinite
Location: Hong Kong
Closing Date: Sunday 6 July 2025 - 23:59 Hong Kong Time (GMT +8) 
– As we cannot sponsor work passes, applicants must already have the right to live and work in Hong Kong.
– The working week will be Mon-Fri. Some flexibility regarding weekend and evening working, and availability for occasional business trips to other cities, is required for this role.  

Role Purpose & Accountabilities:
The British Council is seeking a dynamic and experienced leader to head our Hong Kong Exams Operations team. In this pivotal role, you will be responsible for ensuring the effective and efficient delivery of the entire operational cycle for examinations, from capacity planning to post-test services. Your primary focus will be on embedding a new operating design and model while developing an Operations plan that guarantees the highest standards in international examination delivery on behalf of the British Council and its partners.

You will strategize and develop a 1-3 year Operations plan that emphasizes continual improvement and the integration of new products and services. Oversight of operational planning, logistics, resourcing, and service delivery performance will be key responsibilities, as will the management of test security and customer experience. You will ensure that high-quality, consistent services are delivered by prioritizing work and resolving day-to-day operational issues.

In addition to managing customer experience standards, you will gather feedback to drive improvements and translate cluster strategies into local operational policies. Risk management and compliance will be critical, as you will set standards for exam security and serve as a point of escalation for significant issues.

Your analytical skills will be utilized to validate strategies and operational planning through data analytics and reporting tools. You will maintain relationships with the Commercial team to ensure cost-effective service delivery while staying within operational budget parameters.

As a leader, you will focus on developing your team through coaching and performance feedback, fostering a productive workplace environment. If you are passionate about operational excellence and ready to make a significant impact, we invite you to apply for this exciting opportunity with the British Council.
 

Benefits
•    20 days of Annual Leave
•    Annual Wage Supplement (AWS) – 1 month’s basic salary (subject to pro-rata if been employed with British Council for less than 12 months of the calendar year)
•    Non-consolidated bonus
•    Comprehensive health and insurance package – includes medical, dental, Life and ADD insurance scheme
•    Professional development - Ongoing learning and career growth opportunities to support your development.

Qualifications & Experience
Minimum/essential
•    Language Requirements - IELTS 6.5 or Equivalent 
•    Experience of overseeing daily operations in a business environment 
•    University Degree or relevant qualification 
•    Experience in managing a large team 
•    Experience managing Operations in a large scale commercial business 
•    Demonstrates the ability to sustain and/or grow a product/service in line with strategic priorities 
•    Significant experience in delivering change across a business function 
•    Takes a pro-active approach to identifying ways in which exams service can be improved, and takes these forward 
Desirable
•    Postgraduate qualifications or other specialist professional qualifications e.g. project management, six sigma, business administration
•    Risk assessment and management/ contingency planning 
•    Working knowledge of British Council products and services
•    Managing delivery of international assessment product

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 askhr@britishcouncil.org