British CouncilHiring for Senior Manager 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: Sr. Manager – IELTS Online (Greeter & Proctor)

Purpose of job:
To ensure delivery of efficient and highly customer focused remote proctoring and greeting services which meets the required standards of British Council globally. Responsible to develop strategy for the processes to achieve excellence. Connecting and managing Stakeholders to understand their stated and unstated need and build proactive operations delivery model to stay relevant for business all the time.

Building and delivering proof of concepts shared by the solutions team and convert them into structured delivery output.

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

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 Sr. 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 managing and evolving the remote proctoring service delivery which requires the below skill sets.

Service Design and Delivery

Expert in defining service delivery framework (floor scheduling & staffing, occupancy management, seat utilization etc.)

Participate in planning activities to scale operational capacity with evolving business needs

Drives continual improvement projects within process to ensure better efficiencies.

Delivering efficiency by meeting process KPIs Ensure compliance with internal policies, procedures, and organisation regulations

Design and implement service management frameworks to build a culture of customer excellence and compliance around them

Responsible for the day-to-day remote proctoring service delivery

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

Manage process escalations and ensure implementation of corrective measures

Identify risks/challenges and develop mitigation plans to ensure smooth and seamless operation of service

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

Ensure product and process trainings are effectively delivered for process resources

Understand and align industry best practices for remote proctoring services into operations delivery

Stakeholder Management

Maintain strong working relationships within the organisation to ensure efficient and effective problem solving and issue resolution

Understand the stakeholder’s expectations and priorities to further act upon them

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

Communicate with vendors and internal support departments on process requirements

Responsible for ensuring any third-party service providers to shared services meet organisation’s requirements

People / Resource Management

Expert in managing multiple processes with blended resourcing

Select, coach, motivate greeters and proctors to maximise performance

Provide employees with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes

Monitor greeter and proctor payroll, adherence to budgets, employ corrective actions while tracking the process

Manage and conduct where necessary the recruitment, training, standardisation, and performance management of process resources

Drive required initiatives within the process teams to manage attrition effectively

Embedding employee engagement and motivation initiatives within the process

Quality Management

Ability to design, implement and enhance the required quality framework for a remote proctoring service

Ensure the process meets all the requirements on standards (internal & external) and are audited at regular intervals

Achieve quality related KPIs for the process and drive continual improvement initiatives

Implement industry best practices related proctoring services within the existing processes

Ensure all complaints and feedbacks are addressed within reasonable time and impact is measured for the processes

Governance & Reporting

Provide monthly executive reports on the performance of the process

Collect, analyse, and report historical greeter and proctor performance statistics

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 for stakeholders

Ensure services are delivered within the assigned budget, any variations are presented within the right forums

Ensure process compliances are met with respect to contractual/ legal/ law of land obligations

Identify and manage risks for the processes

Information Security

Read, understand, and comply with the information security policies

Ensure that the workforce is aware of the information security policies and are compliant

Raise incident / blow whistle when observe any noncompliance to information security or IELTS compliance related policies.

Trigger and manage account related requests for new and leaving resources for the process

Document and monitor / review access levels for the remote proctoring resources

Provide security awareness and education to the team

Ensure incidents for the function are closed within the defined SLAs

Skills and Knowledge

Minimum / essential

Able to simultaneously manage tasks for multiple processes

Be proficient in creating and documenting procedures.

Be proficient in managing senior stakeholders

Be proficient in managing customer escalations and preparing corrective actions.

Be proficient in managing internal and external audits.

Have great interpersonal and communication skills

Be Versatile. A big part of the BPS 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

Expert in operations management

Analytical with excellent attention to detail.

Excellent written and oral communication skills and proven experience

Ability to define data reporting structures and data collection methodologies

Understanding of quality control principles and implementation techniques

Expert in Excel with Good Visio and PowerPoint skills

Desirable

Project Management experience or certification (Prince 2/PMP)

Understands budget management and control

Experience

12-14 years of experience in the BPS industry with experience of managing remote proctoring operations

Experience of establishing remote proctoring or similar operations and developing support frameworks for such a service

At least managed a team size of 150+ staff

Mentored Service Improvement projects

Qualifications

Graduate in any discipline

Further Information

Pay Band – 8

Contract Type – Indefinite

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.