Job Description

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

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.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021-22 we reached 650 million people.

Associate Vice President - Service Delivery

Purpose of job:

To ensure delivery of efficient and highly customer focused service which meets the required standards of British Council staff globally. Responsible to develop strategy for the processes to achieve excellence.

Building and delivering proof of concepts shared by the presales team and convert them into structured delivery output.

Main opportunities/challenges for this role:

• The role will require cross working between various colleagues located globally and across British Council.
• The role holder is required to act as an enabler to various Senior Managers, Managers and stakeholders.

The role holder\'s core job will involve around strategizing and future of service/ department

Accountabilities, responsibilities, and main duties:

Below are the main accountabilities of the role holder :-

Program Management & Transition

• An expert in transition management who understands the key principles of transition management and project management and can advise on effective transition of new process.
• Manage critical path of any new transition effectively and take decisions to manage the timelines of transition. Should be able to convert proof of concepts into delivery.
• Developing a detailed transition plan (including work shadowing) and application of migration strategy including transition toll gates, identifying measures of success, developing client relationship and identifying opportunities for improvement in process.
• An expert in knowledge management to ensure all documented/tacit knowledge is captured and transition effectively.
• Defining IT infrastructure for process through testing and support of technical teams.
• An expert in process study so that the person can help in building appropriate transition/ process documents for the process.
• Risk management expert so that risk to the process are identified and mitigated at the right time. The person is responsible for managing issues and risk in the project and delivery, shall be an expert in documenting and managing risks and shall be able to mitigate the risks to achieve the milestones of the project.
• Ability to manage delays in different work streams while keeping overall project plan within timelines (this may require extending on a few days during transition).
• Lead strategic decisions in the process to achieve excellence and contribute to organizational goal.

Leadership skills

• Strategic thinking for the team and the organization. Visionary thinker who can deliver strategic projects for the process/ organization.
• People Management & Development skills. Should be able to manage multiple functions with large teams through effective people management and development approach.

Operation management skills

• Service Design and Delivery
• Stakeholder Management
• People / Resource Management
• Quality Management
• Governance & Reporting
• Information Security

Service Design and Delivery

• Expert in managing multiple blended processes with large headcount.
• Expert in defining service delivery framework (floor scheduling & staffing, occupancy management, seat utilization etc.)
• Delivering efficiency by meeting process KPIs.
• Understand & implement various policies of the organization and build a culture of customer excellence and compliance around them.
• Implementing Service management principles in service delivery.
• Ensure various resources are available for effective operations through connection with other functions of the organization.
• Ensure services meet or exceed standards specified in the contracts and pre-defined SLA\'s.
• Help build escalation points/helpdesk for the end customer to escalate issues.
• Identifying risks/challenges and developing mitigation plans to ensure smooth and seamless operation between the British Council and BCMS.
• Drives continual improvement projects within process to ensure better efficiencies.
• Ensure Business continuity plans are always tested for service and critical services are always delivered as agreed with customer.
• Ensure product and process trainings are effectively delivered from the Shared Services.
• Process compliance with respect to contractual obligations.
• Undertake study of industry best practices related to BPO Operations for implementation.
• Responsible for day to day service delivery.

Stakeholder Management

• Understand the stakeholders\' priorities and act upon them.
• Proactive communication and connect with the stakeholders on process updates, risks, challenges & highlights.
• Managing stakeholder visits effectively.
• Maintain strategic & tactical relationship with the HRBPs - regional and country level to build confidence and trust in the implementation of Success factors while adapting changes to ensure that their needs are met.

People/ Resource Management

• Manage and conduct where necessary the recruitment, training, standardization and performance evaluation of executives, Team Leaders and Assistant Managers.
• Performance management of the team.
• Drive 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.
• Ensure the process meets all the requirements of standards (internal & external) implemented in the organization and get them audited at regular intervals.
• Achieving quality related KPIs of the process.
• Driving continual improvement initiatives in the process.
• Undertake study of industry best practices related to similar processes and embed them in the process/ organization.
• Ensure all complaints and feedbacks are addressed within reasonable time and impact is measured for process and business at regular intervals.

Governance and Reporting

• Provide monthly executive reports on the performance of the process.
• Analyze critical data for strategic solutions during rollout phases and through the lifecycle of the process.
• Reporting & governance, to ensure right level of information is shared with the right stakeholders at the right time. This includes creation of dashboards, presentations, process reports and reports for stakeholders.
• Ensure services are delivered within the assigned budget.
• Ensure process compliances are met with respect to contractual/ legal/ law of land obligations.
• Identify and manage risks for the process.

Information Security

• Ensure that their workforce are aware of the information security policies and comply with them
• Ensure that the team & the process complies to ISO 27001/ ISO 22301 and IGA related requirements
• Send account opening requests effectively
• Disable accounts immediately for leavers and Absconders /on long leaves
• Document and monitor / review access levels of his/her team
• Provide security awareness and education to team
• Manage Records to ensure compliance to Freedom of information act
• Ensure incidents of their respective functions are closed within SLAs

Qualifications :

• Graduation or equivalent experience

Role specific knowledge and experience

• Project management
• Expert in transition management.
• Analytical with excellent attention to detail.
• Excellent written and oral communication skills and proven experience.
• Expert in defining service delivery framework which is appropriate for the process.
• Ability to define data reporting structures and data collection methodologies.
• Understanding of quality control principles and implementation techniques.
• Expert in Excel with Good IT skills, including Visio and PowerPoint
• 15 to 18 years of experience in BPO industry with at least 5 years of team management.
• At least 1-2 transitions managed
• At least managed a size of 250-300 staff with multiple accounts
• Should have managed a few key accounts individually.

Mentored Service Improvement projects

Role specific skills:

• Able to simultaneously manage tasks for multiple processes
• Ability to adapt quickly to different IT systems
• Be proficient with Microsoft office, especially excel and outlook
• Have great interpersonal and communication skills
• Be Versatile. A big part of the English & Exams function is the willingness to help one another even though it may fall outside of the job description

Motivated self-starter who must be eager to learn and develop as the role expands

Further Information

Pay Band - 8

Contract Type - Indefinite - IDC

Department/Country- English & Exams - Leadership/ India - Noida

Closing Date (Time) - August- 18 (IST -23:59)

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.

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