Delivery Manager Operations - English And Exams

British Council; Dadri; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

British Council is seeking a Delivery Manager – Operations to lead end-to-end Finance Operations service delivery across a global shared services network. The role focuses on workforce planning, scheduling, SLA adherence, and continuous improvement within an on-site, 24/7 operating model in Noida.

Strong governance, security awareness, and stakeholder engagement are essential. The candidate should have 7+ years in Finance Operations / SSC, 4+ years people management, and deep knowledge of

Qualifications

• Graduation in Commerce.
• Proficiency in English; British Council systems and global processes operate 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.
• Advanced stakeholder management and communication skills.

Responsibilities

• Lead end-to-end delivery of Finance Operations services, defining service delivery frameworks across staffing, scheduling and utilisation.
• Ensure SLA compliance and high-quality customer interactions while maintaining governance and reporting.
• Drive process standardisation, risk mitigation and business continuity planning.
• Oversee recruitment, onboarding and training of teams and drive productivity improvements.
• Ensure compliance with information security policies and incident reporting culture.

Skills

English fluency

People management

Governance & controls

Reporting & MIS

Global SSC experience

Stakeholder management

Education

Graduation in Commerce

Tools

SAP/Oracle ERP

Job description

Job Description:

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries.

We connect. We inspire.

Pay Band: 6

Country/Location: Noida, India

Department: GSS English & Exams (IELTS Operations)

Contract Type: 1 Year Fixed term contract

Work Schedule: This is a 24/7 on-site role with rotating shifts, including night shifts. The position offers two days off per week, which may not always fall on weekends. Flexibility and adaptability to a continuous shift-based environment are essential. There is no hybrid work arrangement for this position, and it requires working onsite five days a week

Training & Assessment Requirement
Successful candidates will be required to complete mandatory process training and achieve the required pass mark in a competency assessment before undertaking independent production responsibilities. Support, coaching, and reassessment opportunities will be provided where applicab

Role Description/Purpose

The Delivery Manager – Operations is responsible for leading and managing end-to-end Finance Operations service delivery to ensure it is efficient, scalable, and consistently meets business and customer expectations. The role focuses on designing and implementing robust service delivery frameworks, including workforce planning, utilisation, and process optimisation, while ensuring adherence to defined service level agreements and quality standards. It plays a critical role in driving continuous improvement, standardisation, and operational excellence across shared services, while proactively identifying and mitigating risks to ensure business continuity. The role also ensures strong governance, reporting, and compliance practices, enabling reliable and high-quality outcomes for stakeholders and customers in a global operating environment.

Role Accountabilities

The role operates within the English & Examinations business, a key strategic and revenue-generating unit of the organisation, delivering services across a global network of over 100 countries. It functions in a shared services environment that supports multi-country operations, requiring high levels of standardisation, automation, and efficiency in processes. The Delivery Manager must balance ongoing service delivery with transformation and digital initiatives in a cost-conscious and resource-constrained setting, working closely with global and regional stakeholders to ensure alignment with business priorities, governance frameworks, and compliance requirements, while maintaining uninterrupted service delivery.

You will lead end-to-end delivery of Finance Operations services, defining and implementing service delivery frameworks covering staffing, scheduling and utilisation, and ensuring SLA compliance and high-quality customer interactions. You will establish escalation mechanisms and helpdesk structures, monitor risks and ensure mitigation and business continuity planning, and drive process standardisation to reduce operational inefficiencies. You will also ensure adherence to information security policies (ISO 27001/22301), monitor access controls and compliance within your teams, drive a security awareness and incident reporting culture, and ensure immediate action is taken in case of non-compliance or risks.

You will maintain strong engagement with internal and external stakeholders, communicating performance, issues and insights to leadership, managing MIS reporting on a daily, weekly and monthly basis, aligning service delivery with stakeholder expectations, and facilitating stakeholder reviews, governance forums and visits. On people and resource management, you will manage recruitment, onboarding and training of teams, drive performance management and productivity improvements, implement engagement and retention initiatives, and build a high-performing, motivated operations team.

On quality, you will ensure compliance with internal and external quality standards, deliver against KPIs and quality benchmarks, drive continuous improvement initiatives, and manage customer feedback and complaint resolution. On governance and reporting, you will provide insights through dashboards, reports and analytics, ensure compliance with contractual, regulatory and legal requirements, identify, assess and manage operational risks, and strengthen governance frameworks and reporting accuracy.

Qualifications & Experience

• Graduation in Commerce
• Written and verbal proficiency in English (British Council systems and global processes operate 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

Desirable

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

Further Information

Right to Work: Locally recruited

Applications are welcomed from candidates currently in this location with a natural right to work.

Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided.

India (OCI)

Overseas Citizen of India (OCI) card holders will need have, or be able to obtain, a valid special work permit issued from Government of India (GOI) to work in the British High Commission (BHC). BHC will not be able to sponsor work visas or obtain/ assist with the special work permit from GOI. Offers of employment made to OCI card holders will be conditional upon candidates obtaining a special work permit.

Note: For requisite special permission to take up employment in any foreign Diplomatic Missions in India, OCI Cardholder must visit https://ociservices.gov.in

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 British Council is a Disability Confident Employer. 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

The British Council is committed to safeguarding children, young people and adults who we work with. We believe that all children and adults everywhere in the world deserve 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. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you experience any difficulties with submitting your application, please email [e-mail]