Delivery Manager Operations - English & Exams

British Council; Dadri; On-site; INR 1,400,000 - 2,000,000; Full time

Job summary

The British Council Noida office is seeking an experienced Operations Manager to drive and manage the operations of large back/front office processes. The role focuses on floor, people, process and governance management, ensuring service delivery against SLAs, OLAs and KPIs.

You will provide line management to Team Leaders, oversee staffing, forecasting and scheduling, and support recruitment, training and employee engagement.

Qualifications

• Graduation is mandatory.
• 8+ years of work experience in contact centre or back-end operations.
• 4+ years of people management experience.
• Experience managing 20–30 resources.
• Good communication and analytical skills.

Responsibilities

• Manage daily service delivery and frontline/back-end operations.
• Lead floor, people, process and governance, ensuring SLAs/OLAs/KPIs are met.
• Provide line management to Team Leaders; oversee staffing, forecasting and scheduling.
• Drive recruitment, training, engagement and attrition initiatives.
• Ensure compliance with policies and ISO 27001/ISO 22301 standards.
• Develop SOPs and process documentation; monitor risks and drive improvements.

Skills

People management

Operations management

Service delivery

Stakeholder communication

Analytical skills

MS Office

Education

Bachelor's degree

Job description

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For over 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.We work with people in over 150 countries and reach over 700 million people.We connect. We inspire.Pay Band: 6Country/Location: Noida, IndiaDepartment: GSS English & Exams (IELTS Online)Contract Type: Fixed term contractContract Duration: 1 yearClosing Date: 23 October 2026, 11:59 PM (IST)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.Role Description/PurposeResponsible for driving and managing operations of a large back/front office processes. This includes floor, people, process, and governance management.Role AccountabilitiesWe are looking for an Operations professional to manage daily service delivery, stakeholder relationships, people and resource management, quality, governance and reporting. The role involves independently managing shift operations, allocating work, monitoring team performance and ensuring delivery against agreed Service Level Agreements (SLAs), Operational Level Agreements (OLAs) and key performance indicators (KPIs).You will provide line management to Team Leaders, oversee staffing, forecasting and scheduling, conduct team meetings and performance reviews, and support recruitment, training, employee engagement and attrition management initiatives.You will work closely with stakeholders to communicate process updates, risks, challenges and achievements, while ensuring compliance with organisational policies, contractual obligations and process requirements. The role also involves maintaining quality standards, developing Standard Operating Procedures (SOPs) and process documentation, resolving discrepancies, driving continuous improvement initiatives, managing operational risks and providing regular performance reports to the Process Manager. You will champion information security and ensure the team complies with ISO 27001 and ISO 22301 requirements, maintaining high standards of integrity and data security. You will also act as a role model for the team, contribute to strategic projects, support effective resource utilisation and step in as Team Leader when required.Qualifications & ExperienceGraduation is 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.Further InformationRight to Work: Locally recruitedApplications 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.inA connected and trusted UK in a more connected and trusted world.Equality, Diversity and Inclusion StatementWe are committed to equality, diversity and inclusion and we 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 and 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 StatementThe 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 live in safe environments and have the right 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]