British CouncilHiring for Sr. Executive – Operations & Customer Service (IELTS/Digital Exams) 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: Senior Executive – Operations & Customer Service – IELTS Online

Purpose of job:
The Senior Executive is a process expert who is responsible to manage complex transactions and queries, carry out candidate reconciliation activities, establish process compliances, document process activities for knowledge management, support the executives and management trainees in carrying out transactions/processing activities.

The Senior executive is also responsible for managing customer complaints in coordination with senior leadership and stakeholders.

Main opportunities/challenges for this role:
Operations & Customer Services will operate in 3 shifts and in 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 Team Leader/AM Operations and CS.

The overall process size will range between 100-150 resources.

The individual is required to operate in a secured environment i.e. access to personal belongings and mobile phones or any other electronic devices is not allowed on productive floor.

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

The role will demand cross working between various customer services and operational processes for effective delivery.

Accountabilities, responsibilities and main duties:
Operations:
Process expertise:
The Senior Executive is a process expert who is responsible to manage complex transactions and queries.

Is responsible to carry out validation activities like, candidate reconciliation at various stages of exam.

Is responsible to generate report on process compliances.

Is responsible to document amendments in process activities thus ensuring knowledge management is maintained in the process.

Is responsible to guide, support and mentor the executives and management trainees in carrying out transactions/customer services/processing activities.

The Senior executive is also responsible for managing customer complaints in coordination with senior leadership and stakeholders.

Operations and Customer Service:
Expert with all the tools & technologies that are in use in the process.

Is responsible for managing feedbacks/ complaints in the process and taking corrective actions to avoid repeats.

Responsible to engage with stakeholders for effective delivery of Global IELTS Online Exams Operations and Customer Services.

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

Working as a first level escalation point for the process.

Subject Matter Expert and Support

The Senior Executive is a process expert who is responsible to manage complex transactions and queries.

Is responsible to carry out validation activities like, candidate reconciliation

Is responsible to generate report on process compliances.

Is responsible to document amendments in process activities thus ensuring knowledge management is maintained in the process.

Is responsible to guide, support and mentor the executives and management trainees in carrying out transactions/customer services/processing activities.

The Senior executive is also responsible for managing customer complaints in coordination with senior leadership and stakeholders. Expert with all the tools & technologies that are in use in the process.

Responsible to engage (Operationally) with stakeholders for effective delivery of Global IELTS Online Exams for greeting and proctoring operations

Delivering quality related KPIs of the process.

Driving continual improvement initiatives in the process.

Act as a backup to the Team Leader during his/ her absence and will be responsible to drive self and team productivity by following correct practices.

Governance and Reporting

Responsible to ensure that all process and CS related reports are generate and validated on daily/ on required frequency basis.

Good with MS Excel and formulas for reporting purposes

Practicing and ensuring compliance to all the BCMS’ and IELTS Global policies and procedures.

Information Security and other mandatory compliances:
Read, understand and comply with the information security policies.

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

Ensure compliances to Organisational policies like code of conduct, IT policy etc.

Skills and Knowledge

Minimum / essential

Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognised qualification (BCMS will arrange for language proficiency and certification test).

Intermediate in Microsoft excel application (BCMS will test the excel skills to evaluate)

Proactive approach with focus on problem analysis & resolution

Six Sigma trained

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 good 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

Desirable

A person who has independently managed shifts in previous organisations.

A person who has worked in secured process/ environment in previous work profiles.

Green belt trained/certified

Experience

Relevant experience in Front /office (Customer Facing)

Qualifications

Minimum / essential

Graduate in any discipline or equivalent

Desirable

Masters in Operations

Distinction in English (in Graduation)

Microsoft Excel Certification

IELTS Band Score =>7

Further Information

Pay Band – 5

Contract Type – FTC till 31 March 23

Location – Noida- India

Department/Country- IS /BCMS India

Requirements – Must have current right to work in India

Closing Date – Tuesday 28 September (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.