Delivery Manager Operations - English & Exams

Overview

Lead end-to-end Finance Operations service delivery for the English & Examinations business at the British Council, Noida, India, on a 1-year fixed-term contract (Pay Band 6).

What you'll do

• Lead end-to-end delivery of Finance Operations services, defining and implementing service delivery frameworks covering staffing, scheduling and utilisation.
• Ensure SLA compliance and high-quality customer interactions, and establish escalation mechanisms and helpdesk structures.
• Monitor risks and ensure mitigation and business continuity planning.
• Drive process standardisation to reduce operational inefficiencies.
• Ensure adherence to information security policies (ISO 27001/22301), monitor access controls and compliance, and drive a security awareness and incident reporting culture.
• Maintain engagement with internal and external stakeholders, communicate performance and issues to leadership, and manage daily, weekly and monthly MIS reporting.
• Facilitate stakeholder reviews, governance forums and visits.
• Manage recruitment, onboarding and training of teams, drive performance management and productivity, and implement engagement and retention initiatives.
• Ensure compliance with internal and external quality standards, deliver against KPIs and quality benchmarks, and drive continuous improvement.
• Manage customer feedback and complaint resolution.
• Provide insights through dashboards, reports and analytics, and ensure compliance with contractual, regulatory and legal requirements.
• Identify, assess and manage operational risks, and strengthen governance frameworks and reporting accuracy.

What you'll need

• Graduation in Commerce.
• Written and verbal proficiency in English.
• 7+ years of experience in Finance Operations (O2C / R2R) / Shared Services.
• 4+ years of people management experience.
• Strong understanding of finance governance and controls.
• Experience in reporting, dashboards, and MIS.
• Experience in operational delivery in a global/shared services environment.
• Strong understanding of Finance Operations & Shared Services delivery.
• Expertise in financial governance and compliance frameworks.
• Advanced stakeholder management and communication skills.

Nice to have

• Lean / Six Sigma certification.
• Experience with ERP systems (SAP, Oracle, etc.).
• Experience in transitions / migrations.
• Exposure to global capability centres.

Details

• Location: Noida, India; on-site five days a week, no hybrid arrangement.
• 24/7 role with rotating shifts, including night shifts; two days off per week, not always on weekends.
• Mandatory process training and a competency assessment with the required pass mark before independent production responsibilities.
• Right to work: locally recruited candidates with a natural right to work; applicants from other British Council offices must have a permanent natural right to work. No visa sponsorship or relocation support.
• Indian OCI card holders must have or obtain a valid special work permit from the Government of India; offers are conditional on obtaining it.
• 1-year fixed-term contract.