British CouncilHiring for Delivery Manager Speaking Examiners 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: Delivery Manager- Speaking Examiners

– Global English & Exams Shared Services (IELTS Operations)

Purpose of job:
Facilitating timely availability of the speaking examiners and other logistics which will enable the examiners to conduct IELTS speaking exam effectively. Ensuring all examiners are standardised and trained in alignment to the IELTS policy and any concern from the examiners are resolved in the agreed timelines

Experience areas:
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

Understanding of a wide range of distribution, partnership and British Council Exams products, and their delivery and security needs

Experience of contributing to a geographically dispersed team (e.g. across a region or large country)

Ability to meet main accountabilities detailed above, good relationship and stakeholder management skills.

Excellent attention to detail and ability to work to tight deadlines.

Knowledge of:
Essential

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

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

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

Accountabilities:
Service delivery

Implement a range of standardised, operational procedures and systems to plan work or schedule based on management information to ensure milestones are met.

Receive instructions and requests from Speaking Operations Manager, PSN Manager, VCS Project Manager and Head of Examiner Standards, and plan and organise given resources accordingly (often at short notice) to ensure that work is carried out efficiently and effectively.

Provide timely feedback on operational issues and events to more senior managers, enabling the adaptation of work plans where necessary and supporting continuous improvement in the efficiency/cost effectiveness/quality of service delivery/systems in the unit or department.

Use a range of standardised systems and processes to plan and coordinate effective, timely and cost effective logistical support to enable the delivery of high quality services to a range of Examiners.

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.

Transition:
To work with transition team and deliver actions related to operations management.

Document processes/ procedures as appropriate.

Relationship & stakeholder management

Understand the stakeholders’ priorities and act upon them.

Proactive communication and connect with the relevant stakeholders on process updates, risks, challenges & highlights.

Risk & compliance

Adhere to regulatory and internal procedures and obligations

Ensure the accurate and timely production and delivery of materials for training and standardisation of Examiners. Analysis & reporting

Use standard procedures and templates, updates and regularly report on key management information to the Operations Manager

Manage files and build and maintain the team’s Sharepoint site

Ensure that all data and databases are up-to-date and accurate to support senior managers in making timely and effective business decisions that respond to operational needs.

Analysis & reporting

Use standard procedures and templates, updates and regularly report on key management information to the Process Manager.

Manage files and build and maintain the team’s Sharepoint site

Ensure that all data and databases are up-to-date and accurate to support senior managers in making timely and effective business decisions that respond to operational needs.

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.

Leadership & management

Plan and prioritise own work activities, which span across the Global Marking Function, responding to changing and at times competing requirements to ensure effective delivery of responsibilities over a weekly/monthly time horizon.

Support the management of day-to-day performance of Examiners, dealing with sickness, disciplinary issues to ensure high quality service delivery is maintained at all times.

Task and coordinate ESCs to complete activities in accordance with agreed deadlines.

Implement initiatives in the process to manage attrition effectively

Embedding employee engagement and motivation initiatives in the process

Role Specific Skills (if any)

Have excellent written and verbal English language proficiency (IELTS 6.5 and above or equivalent)

Have excellent organisational skills with the ability to work to strict deadlines, prioritising workload to meet the needs of the business

Ability to produce statistical data to aid improvement of a service

Be proficient with Microsoft Office, especially excel and outlook

Customer-focused mindset

Qualifications:
Required:
Any Graduate

Further Information

Pay Band – 6

Contract Type – FTC 2 years

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.