British CouncilHiring for 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: Shift Supervisor – Global Service Desk

Purpose of job:
The role is responsible for the day-to-day operations of the Service Desk and the Service Desk staff, including monitoring, managing and reporting on the performance, availability and reliability of services, 24 x 7, 365 days per year. The role shall be able to demonstrate: an operations floor management skill which includes delivery of services as per contract, staff management, query and escalation management and governance management for a Service Desk.

Experience areas:
Minimum/Essential

Understanding Service Desk Operations

Knowledge of customer service principles and practices.

Expert in staffing, forecasting & scheduling for a large size service desk operation.

Ability to plan well and prioritize work

Good decision-making and communication skills

Excellent fluency in written & spoken English

Proactive approach with good analytical skills

Demands a technical knowledge about the work to be done, the process and British Council business standards.

Experience of building and maintaining partnership working.

Requires the ability to communicate assertively to coordinate activities in line with required standards.

Requires people and resource management experience.

Desirable

MCP trained (Win7,Win10, WinXp)

Exposure to CRM tool – Service Now, Remedy, HP

Knowledge of WAN/LAN

Knowledge of:
Understanding Service Desk Operations, Change Management & Incident and Request Management

Proficient in relevant computer applications( MS Office)

Knowledge of customer service principles and practices

Good people and interpersonal skills

Good communication skills

Proactive approach with focus on problem analysis & resolution. Ability to plan well and prioritize work.

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

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.

Service Delivery

Independently managing and directing the daily activities and performance of Service Desk operations.

Managing high priority/ escalated tickets.

Staff planning on floor to manage volumes/forecasts. This includes schedule adherence, work force management (Break management), shift management and rotation of staff etc. on floor.

Helping/driving initiatives for standardisation of processes and reducing escalations and queries on floor.

Ensuring delivery of Service Desk services to levels of performance detailed in SLAs and/or OLAs.

Supervising, planning, and managing functions concerned to Service Desk operations.

Act as Level 3 escalation point for all user issues/ complaints.

Determine root cause of operational issues and communicate appropriately to internal and external customers in reference to escalation.

Stakeholder Management

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

Collaborate with business resources at tactical level and other teams (Global Information Services and suppliers) to identify opportunities for process and service desk improvements.

Interact with all levels of an organization in a professional, diplomatic, and tactful manner.

People/Resource Management

Line Management of Assistant managers – carrying out performance measurement, monitoring, and evaluation of the team leaders to improve efficiency and drive adherence to performance expectations and standards.

Provide coaching and support to team members to support on the job development.

Conduct employee performance reviews.

Accountable for employee management from hire to separation.

Implement initiatives in the process to manage attrition effectively.

Embedding employee engagement and motivation initiatives in the process.

Quality Management

Carrying out performance measurement, monitoring, and evaluation of entire team to improve the efficiency.

Monitor calls, perform quality checks and provide necessary feedback to the team.

Develop and/or update Service Desk standard operating procedures (SOPs).

Work to improve existing Service Level Agreements (SLA’s).

Report any non-compliances as per the guidelines.

Run Continual Service Improvement (CSI) projects with help of automation and industry best practices.

Oversee Knowledge Management and ensure top quality solutions are available to the staff.

Governance & Reporting

Reporting/communicating Service Desk performance, issues, successes, and opportunities to the Leadership Team.

Review customer satisfaction survey feedback from end users to improve services, tools and support experience.

Ensure process compliances are met with respect to contractual obligations.

Identify and manage risks for the process.

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

Manage overall reporting and MIS.

Driving continual improvement initiatives in the process.

Qualifications:
Minimum/Essential

Graduation

Desirable

ITIL V3 Foundation

ITIL Intermediate Service Operations

Further Information:
Pay Band – 7

Contract Type – Indefinite

Department/Country – GSD/India – Noida

Closing Date – 7/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.