Job Description

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.

We work in two ways - directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.

These connections lead to an understanding of each other's strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

Job Title: Assistant Manager Operations-AskHR

Purpose of job:

To ensure delivery of efficient and highly customer focused HR transactional and administrative service which meets the required standards to the British Council staff globally.

Experience areas:

• AskHR is the British Council's HR Shared Service which operates as a 24*6 service, with any 2 days off in a calendar week (doesn't necessarily mean a Saturday or Sunday).
• The role is required to work closely with Manager Operations- AskHR and other business stakeholders.
• The overall process size is approximately 70 resources.
• The scope of service broadly covers HRIS transactions, data processing requests, and query handling and triage.
• This is a secured process where access to personal belongings and mobile phones or any other electronic devices is restricted.
• The role will require cross working between various colleagues located globally and across British Council.

Knowledge of:

Essential

• Knowledge of using Success Factor and Cloud for Customer (C4C) - especially Employee central, contracts, pre appointment screening and recruitments.
• Good knowledge of Human Resources processes and procedures / policies
• Understanding of quality control principles and implementation techniques.
• Able to successfully implement transitional and process changes in service delivery.
• Ability to articulate and define metrices for process efficiency.
• Expert in Excel with Good IT skills, including visio and PowerPoint
• Good experience in creating and reviewing HR related procedures /templates/processes
• Expert in creating staffing & forecasting schedules for large team ranging 20-30 resources per shift
• Ability to design and deliver face to face/ virtual sessions.
• Stakeholder Management
• Experience in driving on floor engagements.

Desirable

Understands compliances related to HR processes

Accountabilities, responsibilities and main duties:

(including people management and finance)

Accountabilities:

Leadership skills:

• Shall be a keen learner and participate in strategic projects for the process/ organization.
• Act as a role model for the team to inspire them to deliver the objectives.

Service Delivery

• Independently managing and directing the daily activities for their respective shifts. This includes allocation of work to team on daily basis and closing staff access on tools/ applications at the end of shift.
• Line Management of doers/ subject matter experts as assigned - carrying out performance measurement, monitoring, and evaluation of the team leaders to improve efficiency.
• Expert in staffing, forecasting & scheduling for a large size back end operations.
• Ensuring delivery to levels of performance detailed in SLAs and/or OLAs.
• Conduct regular team meetings, skips and one on one session with the teams.
• Guide team leaders and team in case of any discrepancy observed.
• Delivering efficiency by meeting & exceeding team KPIs.
• Understand & implement various policies of the organization and build a culture of compliance around them.
• Establish & maintain high standards of integrity & data security in the process.
• Ensure various resources are available for effective operations of the shift through connection with other functions of the organization.
• Acts as first escalation point for regional/ country HR and HRBPs.
• Support the trainer in designing and delivering formal/ informal sessions to new staff/ country & regional teams.
• Review processes to make changes to ensure that they improve the user experience.

Stakeholder Management

• Regularly connect with the stakeholders, understand their priorities and act upon them.
• Proactively address and communicate process updates, risks, challenges & highlights to relevant stakeholders.

People/ Resource Management

• Manage and conduct where necessary the recruitment, training, standardization, and performance evaluations.
• Implement initiatives in the process to manage attrition effectively
• Embedding employee engagement and motivation initiatives in the process.

Quality Management

• Embedding Quality Management principles in the process.
• Manage performance of team and report non compliances as per the guidelines.
• Monitoring various activities and resolve any discrepancies generated.
• Achieving quality related KPIs of the process.
• Driving continual improvement initiatives in the process.

Governance and Reporting

• Generate various operational reports like daily production report, quality, balanced scorecard, and workforce management related reports on defined frequencies.
• Reporting/communicating process performance, risks, challenges, successes, and opportunities to the Process Manager.
• Report process compliances with respect to contractual obligations.

Information Security:

• Ensure that the team is aware of the information security policies and comply with them.
• Ensure that the team complies with ISO 27001/ ISO 22301.
• Raise incident / blow whistle when observe any non-compliance to information security policies

Continuous Improvement

• Develop proposals to address issues, track improvements and optimize processes and services.
• Optimize and streamline service by using data from various sources to inform approach and priority.
• Proactively seek out more and new services which can be managed at tier 1 .
• Design and implement mechanisms for capturing customer satisfaction and feedback to feed into improvement.
• Maintain and improve performance on KPIs to ensure continuous improvement of service and data quality.

Qualifications:

Required:

• Graduate or similar

Further Information

Pay Band - 6

Contract Type - FTC

Department/Country-GM/India - Noida

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

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; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council's Safeguarding policies for Adults and Children.

If you have any problems with your application please email

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our 'ASK HR' email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.