Team Leader Operations

Overview

Lead and manage day-to-day operational activities for the IELTS Operations team at British Council Shared Services in Noida, ensuring high service quality, process efficiency and compliance.

What you'll do

• Deliver optimum floor support by mentoring, coaching and guiding team members, and take ownership of an excellent customer service experience.
• Achieve or exceed process KPIs to keep the Shared Services team relevant to business needs.
• Supervise, plan and manage day-to-day operational functions and smooth service delivery.
• Act as the first level escalation point for the team, answering team queries and providing clear communication and direction.
• Create and maintain SOPs, knowledge articles and process updates, and run regular knowledge-sharing and training sessions.
• Independently support team members on process, transport, administration, payroll and other operational concerns, coordinating with stakeholders as required.
• Manage team performance, monitor service quality and drive operational efficiency through evaluations, attendance management, shift planning, workforce management and schedule adherence.
• Conduct regular team meetings and one-on-one discussions to support engagement, development and performance improvement.
• Ensure team members receive the right training, guidance and support to perform effectively.
• Manage quality through call monitoring, quality checks and constructive feedback.
• Prepare reports, dashboards and operational analysis using MS Excel and other reporting tools, ensuring adherence to BCMS policies and procedures.
• Ensure team compliance with information security policies, ISO 27001 standards and IGA requirements.
• Manage account access requests, disable accounts for leavers or employees on long leave, and monitor access levels.
• Ensure timely closure of incidents within SLA timelines and maintain records in compliance with the Freedom of Information Act.
• Promote continuous security awareness within the team.

What you'll need

• 5 years or more of experience in operations or BPO.
• At least 2 years of team leading experience with a team size of more than 10.
• Any graduate or bachelor's degree.
• Proficiency in relevant computer applications (MS Office).
• Knowledge of customer service principles and practices.
• Good people and interpersonal skills to build effective relationships with all levels of professionals.
• Ability to inspire and support the team with regard to first level escalations.
• Good communication skills.
• Proactive approach with focus on problem analysis and resolution.
• Ability to plan well and prioritize work.
• Strong English proficiency, fluent in written and spoken communication; interviews are conducted primarily in English.

Details

• Location: Noida, India. Locally recruited; applicants must currently be in this location with a natural right to work. Relocation support is not provided.
• 24/7 on-site role with rotating shifts, including night shifts; two days off per week that may not fall on weekends.
• No hybrid arrangement; on-site five days a week.
• Fixed Term Contract, 1 year.
• Overseas Citizen of India (OCI) card holders must have or obtain a valid special work permit from the Government of India; the British High Commission cannot sponsor work visas or the permit, and offers to OCI card holders are conditional on obtaining it.