B2O Service Delivery Coordinator (Exams)

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Role purpose

The purpose of this role is to coordinate and control the end-to-end operational activities required to deliver exam services to institutional (B2O) clients, including schools, universities, ministries, and professional bodies. Sitting within the Operations Planning and Registration function, the role ensures contracted services are delivered accurately, efficiently, and in compliance with British Council policies, processes, SOPs, exam security requirements, and awarding body regulations. Working closely with the B2O Account Support Officer, who is the client’s primary contact, the role ensures operational inputs, data, internal workflows, and handovers are completed accurately, on time, and to the required quality, providing the operational backbone for a seamless client experience and consistent, high-quality service.

The role performs key operational activities directly and, where services are centralised or hub-delivered, provides oversight, quality assurance, operational assurance, and escalation management across registration, scheduling, billing and credit notes, payment tracking, post-test processing, and other delivery workflows. It manages operational communication with UK Examination Boards for University and Professional Exams and collaborates with Delivery, Planning & Registration, Workforce Resourcing, Finance, and hub teams to ensure operational readiness, seamless exam delivery, continuity, data accuracy, timely process completion, and consistent service quality.

Main accountabilities

Service Delivery and Operational Assurance : Coordinates end-to-end operational processes for institutional (B2O) exam services, ensuring accurate, timely, and compliant delivery in line with British Council and awarding body requirements. The role oversees registration, scheduling, pre-test, test-day, and post-test activities, verifies operational readiness across venues, materials, workforce, special arrangements, and data integrity, monitors hub-delivered processes, manages operational communication with UK Examination Boards for university and professional exams, and maintains accurate records to support audit, reporting, and compliance.

Risk, Compliance and Stakeholder Management:  Ensures all B2O operations comply with exam security, safeguarding, data protection, awarding body regulations, SLAs, Standard Operating Procedures (SOPs), and quality standards through regular quality assurance and operational risk management. Working closely with the B2O Account Support Officer and internal teams, including Delivery, Planning & Registration, Workforce Resourcing, Customer Service, Finance, and hub teams, the role coordinates operational readiness, provides timely updates and risk escalations, supports client escalations with accurate operational information, and contributes insights to improve service quality and strengthen institutional partnerships.

Financial and Operational Leadership:  Ensures accurate and timely invoicing, credit notes, payment tracking, and financial adjustments for B2O exam services, either by completing the work directly or overseeing delivery by the Shared Service Centre, while coordinating with Finance to resolve payment issues and supporting cost-effective delivery through accurate operational planning. The role also supports induction, training, and communication for Shared Service Centre teams, provides operational guidance and governance across teams supporting B2O clients, and promotes quality, compliance, and continuous improvement.

Qualification and Experience

Essentials

- Degree or equivalent experience.
- Experience coordinating secure, regulated service delivery (e.g. exams, logistics, events)
- Understanding of compliance, safeguarding or screening requirements
- Strong process management and organisational skills
- Ability to work to deadlines in a fast-paced delivery environment
- Experience supervising staff or contractors.

Desirables

- Lean Six Sigma qualification.
- Knowledge of Teaching or Exams operations
- Experience working with shared services / outsourced delivery teams
- Experience with financial workflow support such as billing or payment tracking.

Important information

- British Council Pay band : 4
- Location: Egypt
- Contract type : FTC
- Proof of Identity requirements & right to work in the country : You must have the legal right to work in the stated location. Visa sponsorship and relocation assistance are not provided.

- Application Closing Date: Tuesday, 27 October 2026 at 21:29 Egypt time (23:59 IST)

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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 [email protected]