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. Job Title: Delivery Manager - English Services Purpose Of Job The Purpose of this role is to manage daily operations of the service line of business through effective workforce management and performance management which could make the service relevant for the business all the time. This will require a key focus on capturing the stated and unstated need of the stakeholders and continually improving the services. This job will also be responsible for managing stakeholders, manage team and timely reporting on key KPIs. Role context The position holder would be required to work in shifts May require to travel occasionally, work extended hours during training drives The candidate needs to work from office Main opportunities/challenges for this role Accountabilities, Responsibilities And Main Duties Manage Daily Operations Independently managing and directing the daily activities of the operations team and ensure that services meet or exceed standards specified in the contracts and pre-defined SLAs. Staff planning on floor to manage volumes/forecasts. This includes leave management, schedule adherence, work force management (Break management), shift management and rotation of staff etc. on floor. Ensure that the quality of interactions with end customers are as per the British Council standard and adopt quickly to the expectations from business. Helping/driving initiatives for standardization of processes and reducing escalations and queries on floor. Any other opportunity identified during the role. People management- Engagement Carrying out performance measurement, monitoring, and evaluation of entire team to improve the efficiency. Conduct regular team meetings with direct reportees and one on one skip sessions with the CSEs Make mystery shopping calls, perform quality checks and fix the gaps, if any Ensure all complaints and feedbacks are addressed within reasonable time and impact is measured for process and business at regular intervals. Embedding employee engagement and motivation initiatives in the process. Drive initiatives in the process to manage attrition effectively. Drive continual improvement projects to drive efficiency. Stakeholder Management & Reporting Maintain a regular connect with operations team and relevant stakeholders to ensure that the CS staff at Shared Services has access to all the latest update/information as well as also ensure that our ways of working are aligned with stakeholders expectation Reporting/communicating Contact Centre performance, issues, successes, and opportunities to the Leadership Team. Manage daily, weekly and monthly reporting and MIS. Should be able to Identify and manage operational risks for the process. Information Security Ensure that their workforce are aware of the information security policies and comply with them Ensures that the team complies to ISO 27001 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 Ensure incidents of their respective functions are closed within SLAs Qualifications Graduate Role Specific Knowledge And Experience 5 years or more experience in a contact centre/ Backend Operations environment delivering service At least 3 years of people management experience Understanding customer excellence delivery & Operations Knowledge of customer management principles and practices Excellent people and interpersonal skills to build effective relationships with all levels of professionals. Ability to plan well and prioritize work Good decision-making and communication skills Excellent fluency in English Further Information Pay Band - 6 Contract Type - FTC Department/Country- GSS English & Exams (English Operations) l India Closing Date (Time) - 14th Aug 23 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 [HIDDEN TEXT] 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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