We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.
Working with people in over 200 countries and territories, we are on the ground in more than 100 countries.
We connect. We inspire.
Job Title : Team Leader – Operations
Purpose Of Job
To deliver optimum floor support by mentoring/ coaching & guiding team members & take ownership in delivering excellent Customer experience. This role will be responsible for supervising, planning, and managing functions concerned to operations. An important part of the role is to support the operations leadership team in delivering the effective and efficient services.
Role context
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.
Main opportunities/challenges for this role
Service delivery
- A process expert who is responsible for managing complex transactions and queries and responsible for managing escalations in coordination with senior leadership and stakeholders.
- Manages the various applications related the process inboxes, dealing with enquiries. Expert with all the tools & technologies that are in use in the process.
- Improves service quality by assisting in evaluating and updating current processes and procedures.
- Maintain Schedule Adherence, Work Force Management (Break management), Shift Management and Rotation as per the inputs provided by WFM/MIS supervisor.
- Take pre/post shifts with the team to ensure that process updates are shared successfully.
- Acting as an information source and answering team questions, following up and giving instructions as needed.
- Working as a first level escalation point for the floor.
- Create SOP’s/Maintain Knowledge articles/updates and share with team on a regular basis.
- Get firsthand training on the process or and other new updates and share the same with the team via channelized Knowledge Transfer Process.
- Act as a doer whenever required.
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 compliance to Organizational policies like code of conduct, IT policy etc.
Governance & Reporting
- Using standard procedures and templates, to produce weekly, monthly, and quarterly reports for the Delivery Manager on services. These reports analyze operational activity levels and performance data, to support managers in making timely and effective business decisions that respond to operational needs.
- Share the agreed reports/Dashboard on regular frequencies.
- Practicing and ensuring compliance with all the BCMS’ policies and procedures.
Stakeholder Management/People-Resource Management
- Carrying out performance measurements, quality monitoring, and evaluation of entire team to monitor service quality & improve efficiency.
- Preparing and directing schedules, monitoring attendance of the team, scheduling breaks and shifts as necessary.
- Compiling and maintaining lists of on-call and key schedules and personnel.
- 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.
- Creating a growth plan for top performers and a plan for bottom performers. Should be able to showcase team’s performance on a day-to-day basis to identify bottom and a good performer.
- Handling people management related queries/ concerns.
- Coaching and mentoring BQs and MQs within the team working in coordination with other support teams.
Leadership
- Should be able pre-empt problems and identify solutions with logical analysis.
- Should have a flair for achieving organization goals and driving Continual Improvement projects.
Qualifications
Role Specific Knowledge And Experience
- Minimum 3 – 5 years of work experience in Front /Back-office processes. And have managed a team of 10-15 team members for at least 1-2 years.
- Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognized qualification.
- Intermediate in Microsoft excel application (BCMS will test the excel skills to evaluate)
- Demonstrable experience of delivering training and feedback using a range of methods.
- Shall be independently handling floor Ability to plan well and prioritize work.
- Proactive approach with focus on problem analysis & resolution
- Green belt or should possess any quality improvement related certification
Further Information
Pay Band – 5
Contract Type – FTCDepartment/Country- GSS English & Exams (IELTS Operations)/IndiaClosing Date (Time) – 10 July 25 (IST)A connected and trusted UK in a more connected and trusted world.
Equality, Diversity and Inclusion Statement
We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.
Safeguarding Statement
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 in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.
If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org
