Policy and Process Design Manager

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 Manager, you 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 Role Specific Knowledge and Experience

• Demonstrable experience of Business Analysis and Process Design applied in a global business area.
• Experience supporting projects requiring in-depth data analysis and insights to address business challenges or inform decisions.
• Working knowledge of dynamic process mapping tools, with evidence of effective use.

Language Requirements: The British Council systems and global processes operate in English. Written and verbal proficiency in English is required.

Contract type: Indefinite Contract

Pay band: 7

Working Model: Hybrid

Proof of Identity requirements & right to work in the country: Applicants must have the legal right to work in the stated locations. Visa sponsorship and relocation assistance are not provided.

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.