Team Leader - Operations at British Council

Noida, Uttar Pradesh, India -

Full Time

Start Date

Immediate

Expiry Date

12 Feb, 26

Salary

0.0

Posted On

14 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Management, Performance Measurement, Quality Monitoring, Scheduling, Training Delivery, Problem Analysis, Coaching, Mentoring, Compliance, Reporting, Stakeholder Management, Continuous Improvement, Microsoft Excel, Communication, Shift Management, Governance

Industry

Non-profit Organizations

Description

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. 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. 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. Essential 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 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 Language: Written and verbal proficiency in English is required. Graduate or equivalent Condition of Employment: Locally Recruited Applications are welcomed from candidates currently in this location with a natural right to work. Adherence to the internal SLA set by process to meet 24-hour turnaround delivery performance targets Team Leader Operations will be required to operate in shifts and in 24*7 operations, with any 2-week offs in a calendar week (doesn't necessarily mean a Saturday or Sunday). The role is to operate from the office. Should be comfortable to work in a 24x7 environment. 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 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 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. If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org

Responsibilities

The Team Leader - Operations is responsible for ensuring compliance with organizational policies and producing reports to support management decisions. They will also manage team performance, conduct meetings, and provide training and support to team members.