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.
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Pay Band: 6
Country/Location: Noida, India
Department: GSS English & Exams (IELTS Operations)
Contract Type: Fixed term contract
Contract Duration: One-year
Closing Date: Wednesday, 08 July 2026- 23:59 Philippine Time (GMT +8)
Number of vacancies: 3
Role Description/Purpose
Build and manage processes for sustainable, scalable, efficient, and effective service delivery, while continuously improving frameworks and practices to ensure high-quality, consistent, and reliable outcomes for customers and stakeholders.
Role Accountabilities
We are seeking an experienced and driven professional to lead and manage end-to-end service delivery operations, ensuring services are sustainable, scalable, efficient, and aligned with agreed standards. In this role, you will oversee day-to-day delivery, define and optimize service delivery frameworks (including staffing, scheduling, and occupancy management), and ensure all customer interactions meet high-quality standards. You will play a key role in driving standardization, reducing escalations, meeting contractual SLAs, and implementing robust escalation and support mechanisms. Additionally, you will proactively identify risks and develop mitigation plans, ensure business continuity readiness, and embed industry best practices and compliance across all operational processes.
You will work closely with internal and external stakeholders, maintaining strong communication channels to ensure alignment, transparency, and operational excellence. The role requires regular reporting of performance metrics, insights, risks, and improvement opportunities to leadership teams, as well as effective management of stakeholder expectations and engagements. You will take ownership of governance and reporting, including MIS, dashboards, and operational reviews, ensuring accurate and timely information flow while maintaining compliance with contractual, legal, and regulatory requirements.
As a people leader, you will manage recruitment, training, performance, and engagement of team members, fostering a high-performing and motivated workforce while addressing attrition and capability development. You will also drive quality management initiatives by meeting KPIs, embedding continuous improvement practices, and ensuring all feedback and complaints are resolved effectively. A strong focus on information security is essential, including ensuring compliance with ISO standards, managing access controls, promoting awareness, and addressing any non-compliance promptly.
Qualifications & Experience
- Education: Bachelor’s degree
- 7+ years of experience in a contact centre/back-end operations environment delivering services.
- At least 4 years of people management experience.
- Expertise in operations management.
- Strong analytical skills with excellent attention to detail.
- Proven expertise in defining service delivery frameworks, with working knowledge of costing frameworks.
- Experience leading and mentoring service improvement projects.
Advanced proficiency in Excel, with strong IT skills including PowerPoint.
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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
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.
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 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 [email protected]
