Negar Siddiqui

• As Head of Operations, I lead an integrated operations team across five centers (Jeddah, Riyadh and Dammam in Saudi Arabia, Kuwait and Bahrain) to deliver high volume and high pressure time bound IELTS, Schools, Professional and British Council Global Assessment examinations. I am also responsible for capacity management through our Sales, Marketing and Operational Planning system, as well as operational expenditure controls. My role is instrumental in converting the commitments of Business Development team into delivery outcomes for our customers while working within the defined boundaries of commercial viability, while ensuring high levels of stakeholder engagement and retention.
• My main accountabilities and responsibilities in this role are:
• Lead end to end oversight of operational planning, logistics, resourcing, service delivery performance /standards & effective capacity management across the cluster of 3 countries.
• Ensure effective conversion of demand plan and footprint strategy into operational capacity and resource plan for the cluster.
• Set operations strategy including continual improvement to global standards and practices, effective integration of new products/services /delivery methods & process/ systems changes.
• Set Customer Experience standards & monitors performance with feedback from Commercial Manager/BDMs and Customer Service
• Establish necessary checks and balances between commitments to the customer by BD team and actual delivery realities from the operations side to ensure there is no gap in meeting customer demands.
• Work with internal and external stakeholders to ensure alignment and prioritization of business goals and objectives.
• Lead on various strategic change initiatives to bring resilience and agility into the business while focusing on the bottom line.
• Act and manage on behalf of the Director of Exams during his absence.
• Risk & Compliance - Ensures all examinations are delivered to the highest levels of compliance as laid out in the Quality and Compliance Audit (QCA).
• Commercial and Resource management - Work with exams managers/BDMs to assess cost to serve & delivery feasibility while managing operations budget and surplus targets with Finance support/inputs.

• Developed Cluster BD & Sales Strategy cross product/segment & Works with Regional Commercial Development Manager on detailed Commercial Plan
• Providing feedback and implementing plans and targets for products/services relative to market need with BD team with primary focus on business pursuit.
• Market and customer intelligence - Provide Customer and Market intelligence to identify opportunities and works to prioritise lead generation. Assesses and develops footprint strategy (what/where/when/who) and handover to Head of Operations
• Assesses commercial feasibility and Contract governance up to certain level including contract approval.
  Account and stakeholder management - Identifies and shares examples of process/procedural best practice with colleagues in the country/region to drive continuous improvement in key account management and stakeholders.
• Business Pursuit, RO influencing, networking and key account relationships planning and delivery as agreed with Cluster Lead and with CD/BC colleagues on shared opportunities
• Analysis & reporting: Undertaking Commercial and Demand reporting to the Region
• Providing B2B/Sales forecast at cluster level, actively manages pipeline and drives demand in year and for the following year
• Put in place contract governance that aligns with Global requirements, assess commercial feasibility and review exceptions
• Developed and implemented operational strategies to enhance project delivery efficiency.
• Managed budget allocations for various programs, ensuring cost-effective resource utilization.
• Collaborated with cross-functional teams to optimize service offerings and improve client engagement.
• Mentored junior staff, fostering professional growth and enhancing team performance.

• My main accountabilities and responsibilities in this role are:
• Develop and implement a detailed project plan to ensure smooth transition for agreed businesses to the new operating model
• Identify key stakeholders for each strand/work stream of the project and ensure that detailed plans are developed and implemented; strands will include Project Management (including identifying risks/challenges & developing mitigation plans to ensure a smooth and seamless transition, Premises (in close collaboration with outsourced consultants & relevant business teams), HR (in close consultation with HR colleagues), Finance, SAP, Legal, Branding and Communications
• To ensure that the new operations are supported by robust systems and processes and that relevant staff are trained as appropriate. This will involve:
• Enabling processes to ensure compliance with local legal requirements, and internal British Council processes
• Identifying any changes to banking and finance requirements that are required to comply with the new model
• Management of changes to systems (SAP), processes and people
• Impact analysis on operational processes and revision of those processes as appropriate
• Ensure development and delivery of communications plan covering the changes with focus on the HR strand
• Management of cut-over and go-live plus stabilization to the agreed position as per the implementation plan (including relevant knowledge transition)
• Working with Corporate Services Training team to identify relevant process and systems training
• Set up new systems and compliance frameworks as required
• Liaise closely with relevant business to ensure the selection and set up of appropriate premises for the new model and ensure accurate financial modelling is completed in line with agreed timescales
• Sign-off of stabilization process (3 months after go-live)
• Hand-over of management of “Business as Usual” requirements to deputed managers in a new structure
• Monitor and complete project closure procedures, including approval of go-live report and due diligence file
• Identify and escalate key risks and issues to Country Director (SRO) and S&T team in the UK
• Quality Assurance, Operation and Risk Management:
• Ensure full compliance of the new structure with British Council and exam awarding body regulations surrounding security of confidential materials
• Ensure all exam board and British Council Exam Quality Standards (including Equality & Diversity) are met
• Customer Service and Stakeholder Support:
• Regularly review customer journeys and implement best practice in
• Registration systems
• Enquiry-handling
• Information provision and communications to candidates
• Test day procedures

• My main accountabilities and responsibilities in this role were:
• To Contribute to the strategic planning and market development for Schools Examinations in line with country and regional objectives, in cooperation with REMs, DCEMs and ESMs.
• Contribute to the achievement of school’s income and surplus target
• To lead on business development initiatives for school examinations in KSA to attach new schools to British Council.
• Research the needs of customers so that appropriate British examinations products and services are delivered successfully to target groups. Evaluate the quality of these services and customer satisfaction levels; act on feedback to improve and develop services.
• Sourcing materials for the training of school coordinators and teachers to build a comprehensive portfolio of value added services.
• Leading on the CIE and Edexcel teacher training programme, in consultation with DCEMs.
• Leading on the implementation of value added services for schools across KSA.
• Develop and strategize principal and coordinator forums for delivery to stakeholders in locations across KSA, in tandem with DCEM, ESMs and examining boards.
• Engaging in analysing potential business opportunities by gathering market intelligence on schools in KSA in collaboration with the country marketing team.
• Investigating the economic conditions surrounding business activity such as industry trends and competition
• Conducting extensive market research and implementing ongoing feedback mechanisms for key external stakeholders.
• Construct and maintain a national database of schools across KSA; analyse and identify schools to be attached to Cambridge International Examination / Pearson EDEXCEL through the British Council
• To undertake appropriate professional training and product familiarization to maximise personal effectiveness and potential.
• Work on rolling out the Partner School Network programs to associate schools in Saudi to cement and protect the market through added value offers.

To provide operational delivery of school and other agreed qualifications and services in KSA in liaison with Senior Examinations Manager, Regional Examinations Manager and corporate objectives.

• Delivery meets Examinations Quality Standards and Awarding Body standards
• Volume and income targets agreed with DREM. Performance against targets monitored and reported in a timely fashion (minimum once per month to coincide with BRMF process)
• System devised and managed for collection of examinations customer satisfaction data. Data fed through to Scorecard and Storyboard processes
• Relevant business and financial targets are met

To line manage Examinations Services staff as agreed, ensuring outcomes are achieved and targets and standards met.

• Deliverables agreed and followed up, performance management procedures and training plans completed to local deadlines
• Compliance with corporate guidelines, British Council values, and with legislation or other external requirements
• Growth targets are met; compliance with Exams Marketing Action Plan
• Market reports and development plans produced to agreed deadlines and standards
• Innovative solutions are implemented to develop business potential
• To explore opportunities for development of school and other relevant business areas, to liaise with DREM to produce relevant competitor and market reports, and in conjunction produce development plan for school qualifications business
• Provide a professional and efficient image of British Council (e.g. through training / support events).

Key relationships: (including internal and external): Exam candidates, Examining bodies, Partner organizations (Universities/institutes/schools), approved suppliers, Venue staff (Examiners & invigilators) and internal staff.

Operational Administration responsibilities-

• Administering exams in accordance with Corporate guidelines
• Capturing all financial transactions and records according to audit and Finance regulations
• Meeting Examination & Customer Services standards
• Meeting board deadlines
• Ensuring positive customer feedback in satisfaction surveys and positive feedback from colleagues at annual reviews
• Administering IELTS in accordance with IELTS Administrator’s Manual
• Administering IELTS in accordance with PSN

Examinations Promotion responsibilities -

• Promote UK examinations
• Proactive collaboration with front line staff to ensure information about Exam Services is understood and available

Venue/staff Management responsibilities -

• Recruit, train and supply suitably qualified venue staff and assist with venue staff performance appraisal
• Arrange exam venues in line with local requirements

Customer Service responsibilities -

• Deal with specialized enquiries about examinations when required

Finance responsibilities -

• Meet agreed deadlines.
• Prepare & submit reconciliations on time and in the format assigned.
• Process payments for invigilators, venue providers and Examination boards.
• Identify any discrepancies in the financial reports/Cash receipts and alert Exams Manager immediately.
• Ensure that the finances for examining boards are updated and money remitted to them within 15 days.
• Raise invoices for examinations which have been administered in line with the rates specified in the contract with the board and the EXFP. Ensure that invoices are raised and sent to the boards within 5 working.
• Carry out duties associated with designated FABS role.