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

• Designing and documenting operational policies and processes across Teaching and Assessment, ensuring they are user-centered, efficient, and aligned with strategic priorities.
• Maintaining a repository of standard operating procedures and process maps, driving simplification and standardization of policies to reduce duplication and improve scalability.
• Supporting the Continuous Improvement Lead in analyzing performance data and feedback, contributing to lessons learned and iterative refinement of processes, and ensuring documentation remains accurate, up to date, and accessible.
• Contributing to training and onboarding materials to support process understanding.
• Working closely with the Service Design team to ensure alignment across initiatives.
• Sharing expertise across projects and embedding 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.
• Collaborating 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.
• Communicating process changes clearly across the organization and ensuring that policies and processes comply with corporate standards, legal requirements, and assurance frameworks.
• Supporting audits and reviews by providing accurate documentation and evidence of compliance.
• Conducting process analysis using qualitative and quantitative data.
• Supporting impact assessments and business cases for proposed changes.
• Providing insights to inform service design and operational decision-making, strengthening compliance, risk management, and operational effectiveness.