British CouncilHiring for Coordinating Team Leader 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: Trainer and Coordinating Team Leader OSM

Purpose of Job:
A certified clerical marker responsible for training and development of employees. Also responsible for identifying and forecasting the training needs of the team. The role requires designing, delivering, and updating the training and development programmes based on the needs the team. The role is also responsible to resolve discrepancies in marking.

Post holder will also be responsible to manage floor, people, process, and governance.

Experience:
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

Knowledge of:
Essential

Meet English language proficiency at a minimum level of IELTS band 6.5 or equivalent internationally recognised qualification (BCMS will arrange for language proficiency and certification test)

Certified clerical marker with at least 2 years’ experience of marking.

Should be a certified clerical marker trainer with at least 2 years’ training experience.

Good understanding of entire training cycle.

Proficient in relevant computer applications (MS Office)

Understanding of process compliance and adherence approaches

Knowledge of managing back end operational Teams

Should have managed a team of at least 10 to 15.

Shall be independently handling floor Ability to plan well and prioritize work

Could work under pressure and prioritize workload to meet the needs of the business

Desirable

Demonstrable experience of working as part of a dispersed team to deliver a service

Demonstrable experience of reacting positively to change

Experience in a KPO industry in a secured environment

Experience of operating in a secured environment.

Proactive approach with focus on problem analysis & resolution

Green belt or should possess any quality improvement related certification

Accountabilities, responsibilities and main duties:
Operations:
Train and develop the new batch of markers for the process.

Conduct certifications/ assessments as required by the process.

Identifying and forecasting the training needs through performance monitoring and other sources.

Updating the training curriculum regularly and ensuring approvals from all the key stakeholders.

Designing delivering and updating the training and development programmes based on the needs the team.

Training new and existing staff on various skills required for effective delivery of services.

Ensuring delivery of trainings as per schedule and follow up with participants post training to ensure training effectiveness.

Managing logistical requirements for training.

Sharing feedback and coaching individuals on their areas of improvement.

Devising individual learning plans

Monitoring and reviewing the progress of trainees.

Preparing and analysing MIS data reports, management dashboards.

Perform actions of a Coordinating team leader as required time to time by the process. Few actions include (not limited to):

Select and resolve calibration items

Open marking for Clerical Markers

Answer queries from Clerical Markers

Clean up and close marking phase

Leadership skills:
Managing a team through effective people management and development approach

Should have a flair for achieving organization goals and driving Continual Improvement projects

Quality Management:
Carrying out performance measurement, monitoring, and evaluation of entire team to monitor service quality & improve efficiency.

Ensure the process meets all contractual process requirements.

Submit corrective action report against the audit observations.

Driving continual improvement initiatives in the process.

Support and drive best practices identified by the organization in the process.

Stakeholder Management/People-Resource Management

Carrying out performance measurement, monitoring, and evaluation of entire team to monitor service quality & improve efficiency.

Preparing and directing schedules, monitoring attendance of the team, scheduling breaks and shifts as necessary.

Conduct regular team meetings and one on one sessions with the teams

Ensuring team members acquire the appropriate support and training to apply the best skills and knowledge on the job.

Governance and Reporting

Maintain Schedule Adherence, Work Force Management (Break management), Shift Management and Rotation.

Good with MS Excel and formulas for reporting purposes

Practicing and ensuring compliance with that of all the BCMS’ policies and procedures.

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:
Required:
Any Graduate

Further Information

Pay Band – 5

Contract Type – FTC upto 31/Mar/23

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 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.