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: Delivery Manager - VCS - IELTS Operations (English & Exams)

Purpose of job:

Responsible for driving and managing operations of a large back/front office processes. This includes floor, people, process, and governance management.

Role context

• Process with 24*7 operations in Noida (NCR).
• Operations in three shifts.
• The role is responsible to lead the transition and manage the entire delivery operations.
• The placement for this role is based on a comprehensive certification process and clearance of Background checks.

Main opportunities/challenges for this role

Accountabilities, responsibilities and main duties:

Transition:

• To work with transition team and deliver actions related to operations management.
• Document processes/ procedures as appropriate.

Operations:

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 Operations management:

The role has following key deliverable:

• Service Delivery
• Stakeholder Management
• People / Resource Management
• Quality Management
• Governance & Reporting

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 Team Leaders 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.
• Act as a Team Leader when required.
• Process transactions themselves as per process guidelines.
• Other responsibilities as identified during the development of the role
• Ensure various resources are available for effective operations of the shift through connection with other functions of the organization.

Stakeholder Management

• Understand the stakeholders\' priorities and act upon them.
• Proactive communication and connect with the relevant stakeholders on process updates, risks, challenges & highlights.

People/ Resource Management

• Manage and conduct where necessary the recruitment, training, standardisation 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.
• Create SOPs and other process documents as required.
• Monitoring various activities and resolve any discrepancies generated.
• Ensure the process meets all contractual process requirements.
• Achieving quality related KPIs of the process.
• Driving continual improvement initiatives in the process.

Governance and Reporting

• Provide monthly reports of Team Leaders and the teams.
• Reporting/communicating process performance, risks, challenges, successes, and opportunities to the Process Manager.
• Ensure process compliances are met with respect to contractual obligations.
• Identify and manage risks for the process.

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

Qualifications

Graduate

Role specific knowledge and experience

• Excellent communication skills.
• Should have 5 - 7 years of work experience
• Should have managed a team of 30 to 40 resources
• Knowledge of managing back/front end operations teams
• Analytical with excellent attention to detail.
• Proficient in MS office applications
• Ability to inspire and support people
• Ability to plan well and prioritize work
• Good decision-making
• Proactive approach with focus on problem analysis & resolution
• 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 IELTS 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 - 6

Contract Type - FTC 1.5 years (Extendable to 2 years)

Department/Country- IELTS Ops/ India - Noida

Closing Date (Time) - 20th Feb 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

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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