British CouncilHiring for Assistant Manager Operations at Noida, Uttar Pradesh Full Time

Location: Noida, South Asia, IN

Company: British Council

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

Purpose of job:
Responsible for driving and managing operations of a large back office process. This includes floor, people, process, and governance management.

Experience areas:
Excellent communication skills.

Should have intermediate level of work experience

Should have managed a large team

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

Yellow/ green belt or should possess any quality improvement related certification

Experience in a KPO industry in a secured environment

Knowledge of:
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.

Accountabilities, responsibilities and main duties:
(including people management and finance)

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:
Educated to degree level or equivalent work experience

Further Information

Pay Band – 6

Contract Type – FTC Till 31/Oct/2023

Department/Country – OSM/ India – Noida

Closing Date – 20/Oct/2021

Other requirements: Must have rights to work in India

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

Equality Statement

The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies.

The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.

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 askhr@britishcouncil.org

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.