Process Manager

☞ British Council

Ver: 101

Día de actualización: 06-05-2024

Ubicación: Noida Uttar Pradesh

Categoría: Legales / Contratos Gerencia ejecutiva Recursos humanos Seguridad Servicio / Limpiador / Sirvientas PG / PB / Recepción Evento Educación / Entrenamiento Artes / Diseño

Industria: Nonprofit NGO

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Contenido de trabajo

Date:17-Jul-2021

Location: Noida, South Asia, IN

Company:British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language.

We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK.

These connections lead to an understanding of each other’s strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.
Job Title: Process Manager – OSM and IELTS Digital Products

Purpose of job:

Building and managing the process of IELTS Digital Exams for sustainable, scalable, efficient and effective service delivery. Connecting and managing Stakeholders to understand their stated and unstated need and build proactive operations delivery model to stay relevant for business all the time. Driving continual improvement culture on the floor to ensure collaborative, effective and efficient operations. This is also responsible to develop strategy for the process to achieve excellence.

Main opportunities/challenges for this role
Accountabilities, responsibilities and main duties:
  • Process with 24*7 operations, with any 2 week offs in a calendar week (doesn’t necessarily mean a Saturday or Sunday.
  • The role is required to work in team and reporting to a Team Leader.
  • The overall process size is approximately 150 resources.
  • Operations in three shifts.
  • This is a secured process where access to personal belongings and mobile phones or any other electronic devices is not allowed.
  • The placement for this role is based on a comprehensive certification process and clearance of Background checks.
  • Process manager will lead operations of IELTS Online and Digital Products customer services and operational activities for British Council. Ensuring that service operates within budget and delivers value for the organisation.

Main Accountabilities:

The job is accountable for day to day service delivery which requires below skill set.
  • Service Design and Delivery
  • Stakeholder Management
  • People / Resource Management
  • Quality Management
  • Governance & Reporting
  • Project Management and Transition

Service Design and Delivery

  • Expert in managing multiple blended processes with medium to large headcount.
  • Able to define service delivery framework (floor scheduling & staffing, occupancy management, seat utilization etc.)
  • Responsible for day to day service delivery.
  • Understand & implement various policies of the organization and build a culture of customer excellence and compliance around them.
  • Implementing Service management principles in service delivery.
  • Ensure various resources are available for effective operations through connection with other functions of the organization.
  • Ensure services meet or exceed standards specified in the contracts and pre-defined SLA’s.
  • Help build escalation points/helpdesk for the end customer to escalate issues.
  • Identifying risks/challenges and developing mitigation plans to ensure smooth and seamless operation between the British Council and BCMS.
  • Ensure Business continuity plans are always tested for service and critical services are always delivered as agreed with customer.
  • Ensure product and process trainings are effectively delivered from the Shared Services.
  • Process compliance with respect to contractual obligations.
  • Undertake study of industry best practices related to BPO Operations for implementation.

Stakeholder Management

  • Understand the stakeholders’ priorities and act upon them.
  • Proactive communication and connect with the stakeholders on process updates, risks, challenges & highlights.
  • Manage Stakeholder visits effectively.

People/ Resource Management

  • Manage and conduct where necessary the recruitment, training, standardization and performance evaluation of executives, Team Leaders and Assistant Managers.
  • Performance management of the team.
  • Drive initiatives in the process to manage attrition effectively
  • Embedding employee engagement and motivation initiatives in the process.

Quality Management

  • Ensure the process meets all the requirements of standards (internal & external) implemented in the organization and get them audited at regular intervals.
  • Achieving quality related KPIs of the process.
  • Driving continual improvement initiatives in the process.
  • Undertake study of industry best practices related to similar processes and embed them in the process/ organization.
  • Ensure all complaints and feedbacks are addressed within reasonable time and impact is measured for process and business at regular intervals.

Governance and Reporting

  • Analyze critical data to share the business insights with the stakeholders
  • Reporting & governance, to ensure right level of information is shared with the right stakeholders at the right time. This includes creation of dashboards, presentations, process reports and reports for stakeholders.
  • Ensure process compliances are met with respect to contractual/ legal/ law of land obligations.
  • Identify and manage risks for the process.

Project Management & Transition

  • Has good understanding of transition management and can advise on effective transition of new process.
  • Manage critical path of any new transition effectively and take decisions to manage the timelines of transition. Should be able to convert proof of concepts into delivery.
  • An expert in knowledge management to ensure all documented/tacit knowledge is captured and transition effectively.
  • An expert in process study so that the person can help in building appropriate transition/ process documents for the process.
  • Ability to manage delays in different work streams while keeping overall project plan within timelines (this may require extending on a few days during transition).
  • Lead strategic decisions in the process to achieve excellence and contribute to organizational goal.

Information Security

  • Ensure that their workforce is aware of the information security policies and comply with them
  • Ensures that the team complies to ISO 27001 and IGA related requirements
  • Send account opening requests effectively
  • Disable accounts immediately for leavers and Absconders /on long leaves
  • Document and monitor / review access levels of his/her team
  • Provide security awareness and education to team
  • Manage Records to ensure compliance to Freedom of information act
  • Ensure incidents of their respective functions are closed within SLAs

Key relationships

Internal
Supervisor/Team Leadder/IELT Global Managers, colleagues at British Council
External
  • Customers/Cambridge English, suppliers, Examiners and Test Centres

Role specific knowledge and experience
Minimum/essential

IELTS Certification for Band evaluation
Employment Criteria

Desirable

  • Experience of IELTs processes or administration

Role specific knowledge and experience
Minimum/essential

  • Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognised - communication skills will also be judged in the voice and accent assessment round.
  • English Language assessment test is a mandate (BCMS will arrange for language proficiency and certification test)
  • Typing Speed minimum 35 WPM
  • Project management knowledge
  • Experience of developing and implementing IELTS exams Customer Service business processes
  • Track record of managing risk and compliance in IELTS exams operations
  • Experience in conducting training workshops for IELTS exams CS staff or colleagues
  • Forward thinker who can contribute in the success of the organization.
  • Analytical with excellent attention to detail.
  • Ability to clearly articulate thoughts and solutions with good presence.
  • Excellent written and oral communication skills and proven experience
  • Expert in defining service delivery framework which is appropriate for the process
  • Experience in Customer Services and operations management with Blended/ voice and Chat process.
  • Experience in managing 30-50 people process
  • British Council Core Values and Behaviours to be judged.
  • Able to simultaneously manage tasks for multiple processes
  • Ability to adapt quickly to different IT systems
  • Be proficient with Microsoft office, especially excel and outlook
  • Have great interpersonal and communication skills
  • Be Versatile. A big part of the IELTS function is the willingness to help one another even though it may fall outside of the job description
  • Motivated self-starter who must be eager to learn and develop as the role expands

Desirable

  • Demonstrable experience of working as part of a dispersed team to deliver a service
  • Demonstrable experience of reacting positively to chan

Qualifications:

Graduation or equivalent

Desirable
  • Distinction in English
  • Excel Certification
  • IELTS Band Score =>7

Further Information
Pay Band – 7
Contract Type – FTC Till 2 Yrs
Department/Country- IELTS/ India - Noida
Closing Date (Time) – 2 Aug 21 (IST -23:59)

A connected and trusted UK in a more connected and trusted world.

Equality Statement

The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies.
The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.


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; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you have any problems with your application please emailaskhr@britishcouncil.org
Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ‘ASK HR’ email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.
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Plazo: 20-06-2024

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