Delivery Manager Operations - English & Exams

British Council; New Delhi; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

British Council in Delhi seeks an experienced Operations professional to manage daily service delivery across back and front office, oversee floor and people, and ensure governance and quality.

You will lead a dispersed team, manage shift operations, SLAs/OLAs/KPIs, develop SOPs, and report to the Process Manager, while championing information security per ISO standards and aligning with organisational policies.

Qualifications

• Graduation 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.

Responsibilities

• Manage daily service delivery across back/front office operations.
• Oversee staffing, forecasting, scheduling, and performance reviews.
• Communicate process updates, risks, and achievements to stakeholders.
• Develop SOPs and process documentation; drive continuous improvement.
• Ensure compliance with ISO 27001 and ISO 22301; maintain data security.
• Provide regular performance reports to the Process Manager; support strategic projects.
• Act as role model; optimize resource utilization and lead when required.

Skills

People management

Communication

Analytical thinking

Attention to detail

Decision making

Problem solving

Team collaboration

Change management

Education

Graduation (bachelors)

Tools

MS Office

Job description

Responsible for driving and managing operations of a large back/front office processes. This includes floor, people, process, and governance management.

Role Accountabilities

• We 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 & Experience

• Graduation 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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.