Team Leader - Operations

Overview

Team Leader – Operations in the English & Exams department, supervising a 24/7 on-site operation and supporting the operations leadership team in delivering effective and efficient services.

What you'll do

• Deliver optimum floor support by mentoring, coaching and guiding team members, and take ownership of an excellent customer experience.
• Supervise, plan and manage operational functions, supporting the operations leadership team in delivering effective and efficient services.
• Manage complex transactions and queries, and handle escalations in coordination with senior leadership and stakeholders.
• Manage the applications linked to process inboxes and deal with enquiries, using expert knowledge of the process tools and technologies.
• Evaluate and update current processes and procedures to improve service quality.
• Maintain schedule adherence, workforce management (including break management), and shift management and rotation in line with WFM/MIS inputs.
• Take pre- and post-shift handovers with the team and act as first-level escalation point and information source for the floor.
• Create and maintain SOPs and knowledge articles for the team on a regular basis.
• Receive training on process updates and share it with the team through a channelised Knowledge Transfer process, acting as a doer when required.
• Meet internal SLAs for a 24-hour turnaround on delivery performance targets.
• Cross-work with colleagues located globally across British Council.
• Read, understand and comply with information security policies, and raise any incidents or non-compliance with information security or IELTS-related compliance policies.
• Ensure compliance with organisational policies such as the code of conduct, IT policy and BCMS policies and procedures.
• Produce weekly, monthly and quarterly reports for the Delivery Manager, analysing operational activity levels and performance data, and share agreed reports and dashboards regularly.
• Carry out performance measurement, quality monitoring and evaluation across the team to monitor service quality and improve efficiency.
• Prepare and direct schedules, monitor attendance, and schedule breaks and shifts as necessary.
• Compile and maintain lists of on-call and key schedules and personnel.
• Conduct regular team meetings and one-to-one sessions, and ensure team members receive appropriate support and training.
• Create growth plans for top performers and development plans for underperformers, and handle people management queries and concerns.
• Coach and mentor BQs and MQs within the team in coordination with other support teams.
• Pre-empt problems and identify solutions through logical analysis, and support continual improvement projects.

What you'll need

• Bachelor's degree.
• Minimum 3–5 years of work experience in front/back-office processes.
• Experience managing a team of 10–15 team members for at least 1–2 years.
• English language proficiency at a minimum of IELTS band 7 or an equivalent internationally recognised qualification.
• Intermediate proficiency in Microsoft Excel (BCMS will test Excel skills as part of evaluation).
• Demonstrable experience delivering training and feedback using a range of methods.
• Ability to independently handle the floor, and to plan well and prioritise work.
• Proactive approach with a focus on problem analysis and resolution.
• Green Belt or another quality-improvement-related certification.
• Proficient in Microsoft Office, especially Excel and Outlook.
• Great interpersonal and communication skills to build effective working relationships with stakeholders and colleagues.
• Versatile, with a willingness to help one another even where this falls outside the core job description.
• Motivated self-starter, eager to learn and develop as the role expands.
• Willingness to contribute to BCMS objectives in service delivery.
• Ability to read, understand and comply with information security policies.
• Willingness to complete mandatory process training and achieve the required pass mark in a competency assessment before undertaking independent production responsibilities.

Nice to have

• Experience independently managing shifts in previous organisations.
• Experience working in a secure process/environment in previous roles.
• ISO 9001 trained/certified.
• Black Belt trained/certified.

Details

• Location: Noida, India (country to be confirmed); on-site only, no hybrid arrangement, five days a week.
• 24/7 operation with rotating shifts, including night shifts; two days off per week, which may not fall on weekends.
• Fixed term contract of 1 year; Pay Band 5.
• Closing date: 29 September 2026, 11:59 PM (IST).
• Locally recruited; candidates must hold a natural right to work in the country on a permanent basis, as no immigration clearance, visa support or relocation support is provided.
• OCI card holders must have or obtain a valid special work permit from the Government of India; offers are conditional on obtaining it.