British CouncilHiring for Sr. Team Leader 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. Team Leader – Operations & Customer Services (IELTS Online)

Purpose of job:
The Purpose of this role is to manage daily operations of the IELTS online business through effective workforce management and performance management which could make the service relevant for the business all the time. This will require a key focus on capturing the stated and unstated need of the stakeholders and continually improving the services. This job will also be responsible for managing stakeholders, manage team and timely reporting on key KPIs and develop the Subject Matter Expertise on business processes.

Experience areas:
Minimum/Essential

Expert level work experience in Front /Back office processes and strong experience in people management.

Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognised qualification.

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

Knowledge of managing back end operations/Customer Service teams

Should have managed people manager’s previously.

Shall be independently handling floor Ability to plan well and prioritize work

Proactive approach with focus on problem analysis & resolution

Six Sigma or Lean certification

Desirable

A person who has independently managed shifts in previous organisations.

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

ISO 9001 trained/ certified.

Black Belt trained/ certified

Knowledge of:
Managing People : Level 2, Supervises a small team

Managing Projects: Level 2, Analyses project data

Communicating and influencing: Level 3, Is creative and adaptable in communications

Planning & Organising: Level 2, Plans ahead

Analysing Data and Problems: level 2, Uses Data

Using Technology: Level 2, Operates as an advanced user

Managing Risk: Level 2, Supports a risk management culture

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

Leadership skills:
Should be able to look and pre-empt problems and identify solutions with logical analysis.

Should have a flair for achieving organisation goals and driving Continual Improvement projects.

Manage Daily Operations:
Independently managing and directing the daily activities of the Customer Servcies and operations to ensure that services meet or exceed standards specified in the contracts and pre-defined SLAs.

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

Ensure that the quality of interactions with end customers are as per the British Council standard and adopt quickly to the expectations from business.

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

Working as a first level escalation point for the process.

`Process Subject Matter expert

Is a Subject Matter Expert for the process and is responsible to mentor, advice and support the Team Leaders, executives in delivering the work with high quality and efficiency.

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 ensure all process & service-related compliances are adhered in the process.

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

Ensures the Team leaders are carrying out performance measurement, monitoring, and evaluation of entire team to monitor service quality & improve efficiency.

Work with support functions to create SOP’s/Maintain Knowledge articles/updates and share with team on a regular basis.

Support team on all queries (e.g. Process/Transport/Admin/Payroll/Team Related) independently and occasionally with support of relevant stakeholders.

People Management

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

Accountable to manage a team of Team leaders and their performances

Conduct regular team meetings and one on one sessions with the teams

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

Embedding employee engagement and motivation initiatives in the process

Drive initiatives in the process to manage attrition effectively.

Drive continual improvement projects to drive efficiency.

Quality Management

Manage performance of team members and team leaders, report non compliances as per the guidelines.

Achieving quality related KPIs of the process.

Driving continual improvement initiatives in the process.

Stakeholder Management & Reporting

Maintain a regular connect with Exams operations team/Exam CS team and relevant stakeholders to ensure that the CS staff at India Contact Center has access to all the latest update/information as well as also ensure that our ways of working are aligned with stakeholders expectation

Reporting/communicating Contact Centre performance, issues, successes, and opportunities to the Leadership Team.

Manage daily, weekly and monthly reporting and MIS.

Should be able to Identify and manage operational risks for the process.

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.

Qualifications:
Minimum/Essential

Graduation or equivalent (Minimum 50%)

Desirable

Masters in Operations

Distinction in English (in Graduation)

Microsoft Excel Certification

IELTS Band Score =>7

Further Information:
Pay Band – 6

Contract Type – FTC Till 31/Mar/23

Department/Country – IELTS/India – Noida

Closing Date – 1/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.