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We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications. Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021-22 we reached 650 million people. Pay Band: 5 / Grade H Location: Noida, India Department : GSS English & Exams Contract Type:  Fixed Term Contract, 1 year Closing Date: Sunday, 11th May 2025 - 23:59 Malaysia Time (GMT +8) Role Purpose: To deliver optimum floor support by mentoring/ coaching & guiding team members & take ownership in delivering excellent Customer experience. This role will be responsible for supervising, planning, and managing functions concerned to operations. An important part of the role is to support the operations leadership team in delivering the effective and efficient services. Main accountabilities but not limited to the following: Service delivery A process expert who is responsible for managing complex transactions and queries and responsible for managing escalations in coordination with senior leadership and stakeholders. Manages the various applications related the process inboxes, dealing with enquiries. Expert with all the tools & technologies that are in use in the process. Improves service quality by assisting in evaluating and updating current processes and procedures. Maintain Schedule Adherence, Work Force Management (Break management), Shift Management and Rotation as per the inputs provided by WFM/MIS supervisor. Take pre/post shifts with the team to ensure that process updates are shared successfully. Acting as an information source and answering team questions, following up and giving instructions as needed. Working as a first level escalation point for the floor. Create SOP's/Maintain Knowledge articles/updates and share with team on a regular basis. Get firsthand training on the process or and other new updates and share the same with the team via channelized Knowledge Transfer Process. Act as a doer whenever required. Information Security and other mandatory compliances Read, understand and comply with the information security policies. Raise incident / blow whistle when observe any noncompliance to information security or IELTS compliance related policies. Ensure compliance to Organizational policies like code of conduct, IT policy etc. Governance & Reporting Using standard procedures and templates, to produce weekly, monthly, and quarterly reports for the Delivery Manager on services. These reports analyze operational activity levels and performance data, to support managers in making timely and effective business decisions that respond to operational needs. Share the agreed reports/Dashboard on regular frequencies. Practicing and ensuring compliance with all the BCMS' policies and procedures. Stakeholder Management/People-Resource Management Carrying out performance measurements, quality monitoring, and evaluation of entire team to monitor service quality & improve efficiency. Preparing and directing schedules, monitoring attendance of the team, scheduling breaks and shifts as necessary. Compiling and maintaining lists of on-call and key schedules and personnel. Conduct regular team meetings and one-on-one sessions with the teams. Ensuring team members acquire the appropriate support and training to apply the best skills and knowledge on the job. Creating a growth plan for top performers and a plan for bottom performers. Should be able to showcase team's performance on a day-to-day basis to identify bottom and a good performer. Handling people management related queries/ concerns. Coaching and mentoring BQs and MQs within the team working in coordination with other support teams. Leadership Should be able pre-empt problems and identify solutions with logical analysis. Should have a flair for achieving organization goals and driving Continual Improvement projects. Role specific knowledge and experience Essential Minimum 3 - 5 years of work experience in Front /Back-office processes. And have managed a team of 10-15 team members for at least 1-2 years. Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognized qualification. Intermediate in Microsoft excel application (BCMS will test the excel skills to evaluate). Demonstrable experience of delivering training and feedback using a range of methods. Shall be independently handling floor Ability to plan well and prioritize work. Proactive approach with focus on problem analysis & resolution. Green belt or should possess any quality improvement related certification. Desirable A person who has independently managed shifts in previous organizations. A person who has worked in secure process/ environment in previous work profiles. ISO 9001 trained/ certified. Black Belt trained/ certified. Requirements Minimum with Bachelor degree in any field. Additional Information Conditions of Employment: Local Direct Hire Applications are welcomed from candidates currently in the 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. 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 (EDI) Statement The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. 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