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.
Role Purpose
As a Policy & Process Design Manageryou will lead the design, documentation, and continuous improvement of operational policies and processes across Teaching and Assessment. It ensures that business processes operate efficiently, align with strategic goals, and effectively meet customer needs, working closely with the Customer Experience & Insight Lead and the Continuous Improvement Lead.
The role contributes to the development of standardized, scalable, and compliant processes that support digital transformation, customer satisfaction, and business efficiency. It engages stakeholders across regions and functions to gather insights, validate designs, and ensure successful implementation of new or improved ways of working.
Role Accountabilities
You will be responsible for designing and documenting operational policies and processes across Teaching and Assessment, ensuring they are user-centered, efficient, and aligned with strategic priorities. The role maintains a repository of standard operating procedures and process maps, driving simplification and standardization of policies to reduce duplication and improve scalability. It supports Continuous Improvement Lead in analyzing performance data and feedback, contributes to lessons learned and iterative refinement of processes, and ensures documentation remains accurate, up to date, and accessible. The role also contributes to training and onboarding materials to support process understanding and works closely with the Service Design team to ensure alignment across initiatives. It shares expertise across projects and embeds a culture of accountability and clarity by integrating policies into day-to-day practice, coaching stakeholders on consistent interpretation, and identifying opportunities where improved policies can reduce operational cost or rework.
In addition, the role collaborates with network teams, subject matter experts, and product owners to gather requirements and validate process designs, facilitating consultations with country and network teams to ensure stakeholder input and buy-in. It communicates process changes clearly across the organization and ensures that policies and processes comply with corporate standards, legal requirements, and assurance frameworks. The role supports audits and reviews by providing accurate documentation and evidence of compliance, conducts process analysis using qualitative and quantitative data, and supports impact assessments and business cases for proposed changes. It provides insights to inform service design and operational decision-making, strengthening compliance, risk management, and operational effectiveness.
Qualifications
Essential: Bachelor’s degree or relevant equivalent experience
Role Specific Knowledge and Experience
Essential:
Language Requirements The British Council systems and global processes operate in English. Written and verbal proficiency in English is required.
Important Information
British Council supports working in new ways such as hybrid working, subject to full approval by line management and conditional upon our ability to provide the appropriate level of service. This may not be appropriate for all roles but can be explored at interview.
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
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.
We uniquely combine the UK’s deep expertise in arts and culture, education and the English language, our global presence and relationships in over 100 countries, our unparalleled access to young people and influencers and our creative sparkle.
We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.
For more information, please visit: http://www.britishcouncil.org
