Team Leader - Operations

Job Description

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For over 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 the more than 100 countries. We connect. We inspire. 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 operations. An important part of the role is to support the operations leadership team in delivering the effective and efficient services. Main Accountabilities We’re looking for a dynamic and driven Team Leader – Operations to play a key role in managing service delivery and driving operational excellence. In this role, you will act as a process expert, overseeing complex transactions, resolving queries, and managing escalations in coordination with senior leadership and key stakeholders. You will ensure smooth operations across various tools and technologies while maintaining ownership of process inboxes and customer enquiries. As part of your day-to-day responsibilities, you’ll work closely with your team to maintain schedule adherence, workforce and shift management, and overall team coordination. You’ll lead pre- and post-shift huddles, share process updates, and act as the first line of escalation on the floor. Your deep understanding of process flows and systems will be critical in creating SOPs, updating knowledge articles, and delivering consistent training via well-structured knowledge transfer processes. When needed, you'll also step in as a doer, directly handling tasks to support the team. You will be expected to uphold all information security and compliance policies, reporting any observed non-compliances and ensuring that your team adheres to all organisational policies, including those related to IT, code of conduct, and IELTS compliance. Your role also involves governance and reporting responsibilities, where you will create and share weekly, monthly, and quarterly reports using standard templates. These reports will highlight operational performance and trends to support effective business decisions In terms of people and stakeholder management, you will lead a team by setting performance expectations, monitoring service quality, and ensuring overall team efficiency. This includes managing schedules, monitoring attendance, and maintaining up-to-date contact rosters. You will regularly engage with your team through meetings and one-on-one sessions, fostering a supportive and performance-oriented environment. Your leadership will be key in helping team members grow through targeted training and development plans. As a leader, you will be expected to anticipate challenges, identify solutions through logical analysis, and lead continuous improvement initiatives. You should be highly motivated to align with the organisation’s goals and ready to take charge of mentoring team members in collaboration with support functions. If you are passionate about operational excellence, people leadership, and driving results through continuous improvement, we would love to hear from you. Qualification & Experience Graduate 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 Green belt or should possess any quality improvement related certification Important Information Pay Band: 5/H No. of positions: 1 Country/Location: Department : Exams Contract Type : Fixed Term Contract Closing Date : Sunday, 8th June 2025 Interview Dates: 16th June onwards 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. Right to Work: Applications are welcomed from candidates in Noida, India with a natural right to work. 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. Show more Show less