British CouncilHiring for Manager-Greeter and Proctor 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: Manager –Greeter & Proctor-IELTS Online

Purpose of job:
Support the Sr. Management in Building the Gretter and Proctor services and managing the process of Digital Exams for sustainable, scalable, efficient, and effective service delivery. Managing the identified stakeholders to understand their stated and unstated need and incorporate changes in daily operations delivery to stay relevant for business all the time. Driving continual improvement project on the floor to ensure collaborative, effective, and efficient operations. This role is also responsible to execute the identified strategy for the process to achieve excellence. Also provide leadership support to the direct/indirect reportees.

Main opportunities/challenges for this role:
Process with 24*7 operations, with any 2 week offs in a calendar week (doesn’t necessarily mean a Saturday or Sunday.

The role is required to work in team and reporting to a Senior Manager.

The overall process size is approximately 150+ resources.

Operations in multiple shifts.

This is a secured process where access to personal belongings and mobile phones or any other electronic devices is not allowed.

The placement for this role is based on a comprehensive certification process and clearance of Background checks.

Manager will lead Greeter & Proctor operations for IELTS Online, ensuring that service operates within budget and delivers value for the organisation.

Accountabilities, responsibilities, and main duties:
The job is accountable for day-to-day service delivery which requires below skill set.

Service Design and Delivery

Stakeholder Management

People / Resource Management

Quality Management

Governance & Reporting

Project Management and Transition

Service Design & Delivery

Using the exposure of Greeting and proctoring process in supporting the leadership team for efficient service delivery

Expert in managing multiple blended processes with medium to large headcount.

Able to define operational delivery framework (floor scheduling & staffing, occupancy management, seat utilization etc.)

Responsible for managing day to day operations.

Understand & implement various policies of the organization and build a culture of customer excellence and compliance around them.

Ensure various resources are available for effective operations through connection with other functions of the organization.

Ensure services meet or exceed standards specified in the contracts and pre-defined SLA’s.

Identifying risks/challenges and developing mitigation plans to ensure smooth and seamless operation between the British Council and BCMS.

Ensure Business continuity plans are always tested for service and critical services are always delivered as agreed with customer.

Process compliance with respect to contractual obligations.

Stakeholder Management

Understand the stakeholders’ priorities and act upon them.

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

People/ Resource Management

Manage and conduct where necessary the recruitment, training, standardization and performance evaluation of executives, Team Leaders and Sr. Team Leaders.

Driving innovative methods for optimum performance of the team.

Drive initiatives in the process to manage attrition effectively

Embedding employee engagement and motivation initiatives in the process.

Quality Management

Ensure the process meets all the requirements of standards (internal & external) implemented in the organization and get them audited at regular intervals.

Achieving quality related KPIs of the process.

Driving continual improvement initiatives in the process.

Ensure all complaints and feedbacks are addressed within reasonable time and impact is measured for process and business at regular intervals.

Governance and Reporting

Analyze critical data to share the business insights with the stakeholders

Reporting & governance, to ensure right level of information is shared with the right stakeholders at the right time. This includes creation of dashboards, presentations, process reports and reports for stakeholders.

Identify and manage risks for the process.

Information Security

Ensure that their workforce is 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

Skills and Knowledge

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

Experience

Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognised – communication skills will also be judged in the voice and accent assessment round.

English Language assessment test is a mandate (BCMS will arrange for language proficiency and certification test)

Typing Speed minimum 35 WPM

Expert in Managing risk and compliance

Experience in conducting training workshops for CS staff or colleagues

Forward thinker who can contribute in the success of the organization.

Analytical with excellent attention to detail.

Ability to clearly articulate thoughts and solutions with good presence.

Excellent written and oral communication skills and proven experience

Relevant experience in Customer Services and operations management with Blended/ voice and Chat process.

Relevant experience in managing 30-50 people process

Experience of managing remote greeting/ proctoring operations

British Council Core Values and Behaviours to be judged

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

Demonstrable experience of reacting positively to change

Qualifications

Graduate in any discipline

Further Information

Pay Band – 7

Contract Type – FTC till Mar 2023

Location – Noida- India

Department/Country- IS /BCMS India

Requirements – Must have current right to work in India

Closing Date – Tuesday 12 October (23:59 IST)

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.