Delivery Manager Operations

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.
Pay Band:
6

Country/Location:
Noida, India

Department:
GSS English & Exams

Contract Type:
Fixed term contract

Contract Duration:
Until 31 March 2027

Closing Date:
Sunday, 14 September :59 Philippine Time (GMT +8)

Role Description/Purpose
Responsible for leading and managing the operations of large-scale back-office and front-office processes. This includes oversight of floor operations, people management, process optimization, and governance.

Role Accountabilities
We are seeking a dynamic and experienced Delivery Manager Operations to lead and manage the operations of our English & Exams division. This role is pivotal in ensuring the seamless execution of both back-office and front-office processes, with a strong focus on service delivery, stakeholder engagement, people management, quality assurance, and governance.

As a Delivery Manager Operations, you will be expected to demonstrate strong leadership capabilities, acting as a role model and inspiring your team to achieve operational excellence. You will be a proactive learner, participating in strategic projects that contribute to the growth and efficiency of the organization.

Your responsibilities will include independently managing daily shift operations, allocating tasks, and ensuring proper closure of systems and tools. You will oversee Team Leaders, monitor their performance, and guide them to enhance team efficiency. Expertise in staffing, forecasting, and scheduling is essential, as is the ability to meet and exceed key performance indicators. You will also be responsible for conducting regular team meetings, addressing discrepancies, and ensuring compliance with organizational policies and data security standards.

In this role, you will engage with stakeholders to understand their priorities and maintain open communication regarding process updates, risks, and achievements. You will manage recruitment, training, and performance evaluations, while also implementing initiatives to reduce attrition and boost employee engagement.

Quality management will be a core focus, requiring you to embed quality principles into daily operations, create and maintain process documentation, and drive continuous improvement. You will ensure all contractual obligations are met and that the process adheres to the highest standards of integrity and compliance.

Governance and reporting duties will involve preparing monthly performance reports, identifying risks, and ensuring all process-related compliances are fulfilled. You will also play a key role in upholding information security by ensuring team awareness and adherence to ISO 27001 and ISO 22301 standards, and by reporting any non-compliance incidents.

Qualifications & Experience

• Education: Graduate
• Excellent communication skills.
• At least 8 years of work experience in a contact centre or back-end operations environment with a focus on service delivery.
• A minimum of 4 years of people management experience.
• Experience managing a team of 20 to 30 individuals.
• Strong knowledge of managing both back-end and front-end operations teams.
• Analytical mindset with excellent attention to detail.
• Proficient in Microsoft Office applications.
• Ability to inspire and support team members.
• Strong planning and prioritization skills.
• Good decision-making abilities.
• Proactive approach with a focus on problem analysis and resolution.

Further Information
Benefits

• 21 days of Annual Leave per calendar year, subject to policy
• 14 days of Public Holidays per calendar year
• Group Mediclaim policy
• Group term life insurance policy
• Group accident insurance policy
• Gratuity, subject to prevailing country laws
• Free library membership
• Professional development - Ongoing learning and career growth opportunities to support your development.

Right to Work: Locally recruited

Applications are welcomed from candidates currently in this location with a natural right to work.

Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided.

Work Schedule: This is a 24/7 on-site role with rotating shifts, including night shifts. The position offers two days off per week, which may not always fall on weekends. Flexibility and adaptability to a continuous shift-based environment are essential.

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 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