British CouncilHiring for 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: Team Leader – HRSS

Purpose of Job:
To ensure delivery of efficient and highly customer focused HR transactional and administrative service which meets the required standards to the British Council staff globally.

Experience areas:
This role will provide critical support in the form of team/people management

It will provide critical support, both to system users (employees and managers) and to support teams (Local HR and HR Systems)

As a new service function, it will test and improve HR Service Centre processes and will be accountable for excellent customer service.

Knowledge of:
Essential

Experience in Customer Service/Helpdesk industry with hands on of team management

Managed staff

Excellent people management, Problem Solving skills

Understanding of quality control principles and implementation techniques.

Ability to articulate and define metrices for process efficiency.

Good MS excel skills

Expert in creating staffing & forecasting schedules for large team ranging 20-30 resources per shift

Ability to design and deliver face to face/ virtual sessions.

Stakeholder Management

Should have continual improvement thought

Desirable

Knowledge of using Success Factor and Cloud for Customer (C4C) – especially Employee central, contracts, pre appointment screening and recruitments

Exposure of transitioning services.

Yellow/ green belt or should possess any quality improvement related certification

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

Accountabilities:
Service Delivery

Independently managing and directing the daily activities for their respective shifts. This includes allocation of work to team on daily basis and closing staff access on tools/ applications at the end of shift.

Line Management of doers – carrying out performance measurement, monitoring, and evaluation of the team leaders to improve efficiency.

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

Conduct regular team meetings, skips and one on one session with the teams.

Delivering efficiency by meeting & exceeding team KPIs.

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

Establish & maintain high standards of integrity & data security in the process.

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

Acts as first escalation point for regional/ country HR and HRBPs.

Support the trainer in designing and delivering formal/ informal sessions to new staff/ country & regional teams.

Ensure a strong knowledge management model is embedded in the service.

Stakeholder Management

Regularly connect with the stakeholders, understand their priorities and act upon them.

Proactively address and communicate process updates including risks and challenges to relevant stakeholders

People/ Resource Management

Manage and conduct where necessary the recruitment, training, standardization, and performance evaluations.

Implement initiatives in the process to manage attrition effectively

Embedding employee engagement and motivation initiatives in the process.

Act as a role model for the team to inspire them to deliver the objectives.

Quality Management

Embedding Quality Management principles in the process.

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

Monitoring various activities and resolve any discrepancies generated.

Achieving quality related KPIs of the process.

Driving continual improvement initiatives in the process.

Governance and Reporting

Generate various operational reports like daily production report, quality, balanced scorecard, and workforce management related reports on defined frequencies.

Reporting/communicating process performance, risks, challenges, successes, and opportunities to the Process Manager.

Report process compliances with respect to contractual obligations.

Information Security:
Ensure that the team is aware of the information security policies and comply with them.

Qualifications:
Required:
Graduation

Further Information

Pay Band – 5

Contract Type – Indefinite

Department/Country-GM/India – Noida

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion (EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

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.