Process Manager
看过: 101
更新日: 06-05-2024
位置: Noida Uttar Pradesh
类别: 法律/合同 执行管理 人力资源 安全 服务/清洁工/女仆 PG / PB /接待处 事件 教育/培训 艺术/设计
工作内容
Date:17-Jul-2021
Location: Noida, South Asia, IN
Company:British Council
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.
- 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.
- Service Design and Delivery
- Stakeholder Management
- People / Resource Management
- Quality Management
- Governance & Reporting
- Project Management and Transition
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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
- Customers/Cambridge English, suppliers, Examiners and Test Centres
- Experience of IELTs processes or administration
- 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
- Demonstrable experience of working as part of a dispersed team to deliver a service
- Demonstrable experience of reacting positively to chan
- Distinction in English
- Excel Certification
- IELTS Band Score =>7
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.
最后期限: 20-06-2024
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