Business Delivery Manager

Purpose of Role:

The Business Delivery Manager for Corporate English Solutions (CES) will carry out core business delivery, financial and operational tasks linked to our English and communications skills and professional development programmes. These programmes cover global, regional and multi country contracts and form a significant part of the CES portfolio of products. The postholder will support local and regional teams and assist in positioning the British Council as a leading authority in skills for employability globally and as the partner of choice for key decision makers in both the public and private sectors.

The role will work closely with the Sales and Services & Talent teams to ensure the delivery of the contracts is seamless, compliant and delivers high levels of customer service.

Main Accountabilities:

Operational delivery

Develops, implements, and maintains a scheduling tool and trainer availability tracker for course and assessment delivery globally

• Liaises between clients and training delivery team (i.e., teaching centres and/or the global business delivery training team) to confirm schedules, course content and materials
• Develops processes to manage trainer absence and cover to ensure continuity of service and minimise course cancellations
• Ensures that trainers have the right materials in the right place at the right time
• Liaises with customer management and operations teams to ensure onboarding processes are followed
• Produces attendance lists and certificates and liaises with trainers and clients to ensure these are accurate and transmitted to clients on agreed timeline
• Organises, collates, and sends post-course reports to clients on agreed timeline
• Obtains, stores, and retains personal data securely in accordance with the provisions of PDPA

Service Delivery

• Follows customer journey processes and policies to ensure the customer experience is consistently high quality
• Uses Salesforce CRM software to record, report and share data with global and regional teams
• Ensures that training and assessment delivery teams follow all contractual obligations, including meeting service standards, non-employment of child labour, use of sub-contractors etc
• Maintains a detailed understanding of all British Council products and services to be able to answer customer queries
• Carries out service recovery in any cases of missing expected levels of service to maintain excellent client satisfaction
• Sets up and maintains a system to classify and track all business delivery issues and their resolution, producing regular reports on these to internal and external stakeholders

Relationship and Stakeholder management

• Researches and gathers information to understand client organization's contexts
• Produces reports on adherence to service levels, and provides these to the Corporate English Solutions global team and clients and attend to and highlight successes and challenges
• Ensures M&E processes are implemented to gather data and impact stories. These are stored correctly and made available to clients and internal teams to support business development purposes
• Works closely with Sales and Account Managers to build strong client relations and maximize opportunities for retention and upselling

Financial management

• Issues accurate invoices to clients according to the organisation's policies and procedures
• Maintains accurate records in SAP
• Raises any issues in a timely way and ensures mitigation strategies are in place to resolve them
• Produces regular financial summaries and reports for internal stakeholders

Knowledge and Experience

Essential

• 3+ years of customer management experience
• Proficient user of SAP or equivalent financial software
• Familiarity with Salesforce or use of similar CRM

Desirable

• Sales related experience in large sectors (e.g., financial services, media, pharmaceuticals tourism etc)

Further Information

Pay Band - Pay band 7

Contract Type - Fix term contract (1 year)

Location - United Kingdom

Requirements - Candidates must have the legal right to work in United Kingdom

Closing Date - 2nd of October 2022