Delivery Manager Operations - English & Exams

Overview

Lead day-to-day operations for a large back/front office process within the GSS English & Exams (IELTS Online) department, covering floor, people, process and governance management.

What you'll do

• Manage daily service delivery, stakeholder relationships, people and resources, quality, governance and reporting.
• Independently manage shift operations, allocate work, monitor team performance and ensure delivery against SLAs, OLAs and KPIs.
• Provide line management to Team Leaders, oversee staffing, forecasting and scheduling.
• Conduct team meetings and performance reviews; support recruitment, training, employee engagement and attrition management.
• Communicate process updates, risks, challenges and achievements to stakeholders.
• Ensure compliance with organisational policies, contractual obligations and process requirements.
• Maintain quality standards, develop SOPs and process documentation, and resolve discrepancies.
• Drive continuous improvement initiatives and manage operational risks.
• Provide regular performance reports to the Process Manager.
• Champion information security and ensure the team complies with ISO 27001 and ISO 22301.
• Act as a role model for the team, contribute to strategic projects, support effective resource utilisation and step in as Team Leader when required.

What you'll need

• Graduation (mandatory).
• At least 8 years of work experience in a contact centre or back-end operations environment delivering services.
• At least 4 years of people management experience.
• Experience managing a team of 20–30 resources.
• Knowledge of managing front-end and back-end operations teams.
• Experience in the KPO industry within a secure environment.
• Excellent communication skills.
• Strong analytical skills and excellent attention to detail.
• Proficiency in MS Office applications.
• Ability to inspire and support people.
• Ability to plan effectively and prioritise work.
• Good decision-making skills.
• Proactive approach to problem analysis and resolution.
• Demonstrable experience working as part of a dispersed team to deliver a service.
• Demonstrable experience responding positively to change.

Details

• Location: Noida, India.
• 24/7 on-site role with rotating shifts, including night shifts; two days off per week, which may not fall on weekends.
• No hybrid arrangement; on-site five days a week.
• Fixed term contract of 1 year.
• Pay Band 6.
• Right to work: applications welcomed from candidates with a natural right to work in India on a permanent basis; no immigration clearance, visa support or relocation support provided. OCI card holders must have or obtain a special work permit from the Government of India.
• Closing date: 23 October 2026, 11:59 PM (IST).