Team Leader - Operations

We support peace and prosperity by building connections understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas to learn English to get a highquality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories we are on the ground in more than 100 countries. In 202122 we reached 650 million people.

Pay Band: 5
Country/Location: (Advant IT Park) Noida India
Department: GSS English & Exams (IELTS Online)
Contract Type: Fixed term contract until 4 April 2026
Closing Date: 5 May 2025 23:59 Singapore Time (GMT 8 (The role may close sooner if an ideal candidate is identified.

Role Purpose:
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 IELTS online operations. An important part of the role is to support the operations leadership team in delivering the effective and efficient services.

Main Accountabilities:
Leadership
Should be able preempt problems and identify solutions with logical analysis.
Should have a flair for achieving organisation goals and driving Continual Improvement projects
Service Delivery
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 assigning E Mail Enquiries following up and giving instructions as needed.
Working as a first level escalation point for the floor
Create SOPs/Maintain Knowledge articles/updates and share with team on a regular basis.
Get first hand training on the process or and other new updates and share the same with the team via channelized Knowledge Transfer Process.
Support team on all queries (e.g. Process/Transport/Admin/Payroll/Team Related) independently and occasionally with support of relevant stakeholders.
Stakeholder Management/PeopleResource Management
Carrying out performance measurement 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 oncall 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 teams performance on a day to day basis to identify bottom and a good performer.
Governance and Reporting
Share the agreed reports/Dashboard on regular frequencies
Practicing and ensuring compliance with all the BCMS 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.

Role specific knowledge and experience:
Essential
Minimum 3 5 years of work experience in Front /Back office processes. And have managed a team of 1015 team members for at least 12 years
Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognised qualification.
Typing Speed minimum 35 WPM.
Intermediate in Microsoft excel application (BCMS will test the excel skills to evaluate)
Shall be independently handling floor Ability to plan well and prioritize work
Proactive approach with focus on problem analysis & resolution
Green belt or yellow belt certified.
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

Requirements:
Language:
The British Council systems and global processes operate in English. Written and verbal proficiency in English is required.
Education:
Graduate or equivalent

Condition of Employment:
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 ongoing visa support is not provided by the British Council for this role. Relocation support is also not provided.

Additional requirements:
Services will operate in multiple shifts and in 24*7 operations with any 2 week offs in a calendar week (doesnt necessarily mean a Saturday or Sunday). This role is expected to operate in 24*7 work from office environment.
The role is required to work in team.
The overall process size will range between 80 100 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 teams and operational processes for effective delivery.

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 underrepresented groups in particular but not exclusively on grounds of ethnicity and why we warmly welcome applications from all underrepresented communities alongside candidates from all backgrounds. Your unique perspectives skills and experiences matter to us and are invaluable in shaping our inclusive workplace.

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 iscommitted 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 Councils Safeguarding policies for Adults and Children.

If you have any problems with your application please email

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.