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Pay Band: 5
Country/Location: Noida, India
Department: GSS English & Exams (IELTS Operations)
Contract Type: Fixed Term Contract, 1 year
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 Purpose
To deliver optimum floor support by mentoring/ coaching & guiding team members & take ownership in maintaining an excellent Customer Service experience. An important part of the role is to achieve/exceed process KPI’s to ensure that the Team at Shared Services is relevant to business always.
Role Accountabilities
We are looking for a dynamic and proactive Team Leader – Operations to lead and manage operational activities while ensuring high service quality, process efficiency, and compliance standards. The role requires a strong leader who can anticipate challenges, identify practical solutions through logical analysis, and contribute towards achieving organisational goals and continuous improvement initiatives.
The successful candidate will be responsible for supervising, planning, and managing day-to-day operational functions while ensuring smooth service delivery. The role demands strong working knowledge of operational tools and technologies and the ability to act as the first level escalation point for the team. You will be expected to provide guidance, answer team queries, and ensure clear communication and direction across all operational activities.
A key aspect of the role involves creating and maintaining SOPs, knowledge articles, and process updates, while ensuring regular knowledge-sharing sessions with the team through structured training and knowledge transfer processes. The Team Leader will independently support team members on process, transport, administration, payroll, and other operational concerns, coordinating with relevant stakeholders whenever required.
The position also includes managing team performance, monitoring service quality, and driving operational efficiency through regular evaluations, attendance management, shift planning, workforce management, and schedule adherence. You will conduct regular team meetings and one-on-one discussions to support employee engagement, development, and performance improvement. Ensuring team members receive the right training, guidance, and support to perform effectively will be an important responsibility.
The role requires a strong focus on quality management through call monitoring, quality checks, and constructive feedback to maintain high operational standards. In addition, you will be responsible for preparing reports, dashboards, and operational analysis using MS Excel and other reporting tools while ensuring adherence to all BCMS policies and procedures.
Information security and governance form a critical part of this role. The Team Leader will ensure that all team members understand and comply with information security policies, ISO 27001 standards, and IGA requirements. Responsibilities will include managing account access requests, disabling accounts for leavers or employees on long leave, monitoring access levels, ensuring timely closure of incidents within SLA timelines, maintaining records in compliance with the Freedom of Information Act, and promoting continuous security awareness within the team.
We are looking for candidates with excellent leadership, stakeholder management, analytical, and problem-solving skills, along with the ability to manage teams effectively in a fast-paced operational environment. Strong communication skills, attention to detail, and a commitment to operational excellence are essential for success in this role.
Role specific skills, knowledge, experience and qualifications
- 5 years or more experience in operations/BPO.
- At least 2 year of Team leading experience (team size of more than 10)
- Any graduate/bachelor
- Proficient in relevant computer applications ( MS Office)
- Knowledge of customer service principles and practices.
- Good people and interpersonal skills to build effective relationships with all levels of professionals. Ability to inspire and support the team with regards to the first level escalations.
- Good communication skills
- Proactive approach with focus on problem analysis & resolution. Ability to plan well and prioritize work.
Further Information
Language: Strong English proficiency is crucial for this role, requiring fluency in both written and spoken communication to effectively navigate British Council systems and international operations.
Please note: Interviews will be conducted primarily in English. The successful candidate must be able to speak and write well in English, as this is essential for the role.
Locally recruited: Applications are welcomed from candidates currently in this location with a natural right to work. Relocation support is not provided.
Overseas Citizen of India (OCI) card holders will need to 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 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]
