Delivery Manager Operations - English & Exams

You will be responsible for leading and managing the operations of large-scale back-office and front-office processes in the GSS English & Exams department located in Noida, India. Your role will involve overseeing floor operations, optimizing processes, and ensuring governance while working on a fixed-term contract until 31 March 2027. As the Delivery Manager Operations, you will play a crucial role in ensuring the seamless execution of both back-office and front-office processes with a key focus on service delivery, stakeholder engagement, people management, quality assurance, and governance. Your leadership capabilities will be essential in inspiring your team towards operational excellence and participating in strategic projects for organizational growth. Your daily responsibilities will include managing shift operations, task allocation, system closure, overseeing Team Leaders, monitoring performance, and guiding them to enhance team efficiency. You will need expertise in staffing, forecasting, scheduling, and meeting key performance indicators. Conducting team meetings, ensuring compliance with policies, and data security standards will also be part of your role. Engaging with stakeholders, managing recruitment, training, performance evaluations, reducing attrition, and boosting employee engagement are additional expectations. Quality management, process documentation, continuous improvement, meeting contractual obligations, and upholding information security standards will be core areas requiring your attention. Your role will also involve preparing monthly performance reports, identifying risks, ensuring process compliances, and upholding information security standards. You will play a crucial role in ensuring team awareness and adherence to ISO standards while reporting any non-compliance incidents. To qualify for this role, you should hold a graduate degree with at least 8 years of work experience in a contact centre or back-end operations environment, including 4 years of people management experience. Strong communication skills, analytical mindset, attention to detail, proficiency in Microsoft Office applications, and decision-making abilities are necessary. You should possess planning and prioritization skills, a proactive approach to problem analysis, and resolution with the ability to inspire and support team members. This role offers benefits such as annual leave, public holidays, insurance policies, gratuity, professional development opportunities, and more. It requires a 24/7 on-site presence with rotating shifts, including night shifts, and offers two days off per week. Flexibility and adaptability to a continuous shift-based environment are essential for this role. The British Council is committed to equality, diversity, and inclusion, welcoming applications from all sections of the community. Safeguarding children, young people, and adults is a priority, and thorough checks are conducted in line with legal requirements and Safeguarding policies. If you face any challenges during the application process, you can reach out to askhr@britishcouncil.org.,