Senior Manager (IELTS/Digital Exams)
Role Type Pay Band Location Duration Reports to:
Delivery Pay band 8 SSC, Noida Indefinite Senior Manager (BPS)
To ensure delivery of efficient and highly customer focused service which meets the required
standards of British Council staff globally. Responsible to develop strategy for the processes to
Building and delivering proof of concepts shared by the presales team and convert them into
structured delivery output.
BC Management Services Pvt. Ltd. (BCMS) is a wholly owned subsidiary of the British Council
Holdings UK and British Council Charity. It was set up as Shared Services Centre (SSC) in July
2010 to support British Council by providing Finance Delivery, OSM (On-screen Marking), IELTS
(Digital Exams), ICC (India Contact Centre- Customer service desk), GIS (Global Information
Services), HRSS (HR Shared Services) and GSD (Global Service Desk) from a centralised
The British Council’s objective is to create cultural relations between the UK and other countries
along with educational opportunities. BCMS as an entity supports the organisation in achieving the
Our aim is to deliver cost effective, efficient and value generating services with good customer
experience in every action/transaction/service delivery we do.
Context and Environment
§ BPS operates in 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 closely with Head of BPS, Stakeholders and other business leaders.
§ There are 5 key process in BPS involving approx. 300 - 400 resources – both front and back
§ The individual is required to operate in a secured environment i.e. access to personal belongings
and mobile phones or any other electronic devices is not allowed on production floor.
§ The role will demand cross working between various customer services and operational
processes for effective implementation of quality principles.
Equality, Diversity & Inclusion
The British Council is committed to a policy of equal opportunity and welcomes applicants from all
sections of the community. We work to ensure that people are not unjustifiably discriminated against
on the basis of gender, including transgender, marital status, sexual identity, religion and belief,
political opinion, race, work pattern, age, disability or HIV/AIDS status, socio-economic background, spent convictions, trade union activity or membership, on the basis of having or not having dependents, or any other irrelevant grounds.
Accountabilities, responsibilities and main duties:
Program Management & Transition
§ An expert in transition management who understands the key principles of transition
management and project 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.
§ Developing a detailed transition plan (including work shadowing) and application of migration
strategy including transition toll gates, identifying measures of success, developing client
relationship and identifying opportunities for improvement in process.
§ An expert in knowledge management to ensure all documented/tacit knowledge is captured and
§ Defining IT infrastructure for process through testing and support of technical teams.
§ An expert in process study so that the person can help in building appropriate transition/ process
documents for the process. § Risk management expert so that risk to the process are identified and mitigated at the right time. The person is responsible for managing issues and risk in the project and delivery, shall be an expert in documenting and managing risks and shall be able to mitigate the risks to achieve the milestones of the project. § 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. Operations: Leadership skills § Strategic thinking for the team and the organization. Visionary thinker who can deliver strategic projects for the process/ organization. § People Management & Development skills. Should be able to manage multiple functions with large teams through effective people management and development approach. Operation management skills § Service Design and Delivery § Stakeholder Management § People / Resource Management § Quality Management § Governance & Reporting Service Design and Delivery § Expert in managing multiple blended processes with large headcount. § Expert in defining service delivery framework (floor scheduling & staffing, occupancy management, seat utilization etc.) § Delivering efficiency by meeting process KPIs. § 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. § Drives continual improvement projects within process to ensure better efficiencies.
§ 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. § Responsible for day to day service delivery. Stakeholder Management § Understand the stakeholders’ priorities and act upon them. § Proactive communication and connect with the stakeholders on process updates, risks, challenges & highlights. § Managing stakeholder visits effectively. § Maintain strategic & tactical relationship with the HRBPs – regional and country level to build confidence and trust in the implementation of Success factors while adapting changes to ensure that their needs are met. 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 § Embedding Quality Management principles 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. Governance and Reporting § Provide monthly executive reports on the performance of the process.
§ Analyze critical data for strategic solutions during rollout phases and through the lifecycle of the process. § 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 services are delivered within the assigned budget. § Ensure process compliances are met with respect to contractual/ legal/ law of land obligations. § Identify and manage risks for the process. 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 compliances to Organisational policies like code of conduct, IT policy etc.
· Supervisor/Team Leader/ Managers (as defined in the organogram)
· IELTS Global Managers, Colleagues at British Council
· UK management for global policies
· Customer Management team in the UK and Egypt
· Customers/Cambridge English, Suppliers, Examiners and Test Centres
Threshold requirements: Assessment stage
Right to work in country Applicants must have the legal right to work in the country where they are residence. Applicant should be able to travel outside their country of residence and secure visa where required at short notice. Shortlisting
IELTS Certification for
Band evaluation The selected candidate shall be required to appear for IELTS exam certification for language skills test within 45 days of joining. The candidate must get minimum 7.0 Band in the overall evaluation for confirmation of probation period. Shortlisting
Direct contact or managing
staff working with
children? Yes N/A
Employment Criteria The position holder would be required to work in
shifts (24*7), 5 days in a week. Should own a laptop having a genuine window 10 and above operating system.
Minimum / essential Desirable Assessment Stage
§ Master in operations and quality
§ Certified as Six-sigma green belt
· Certified as six sigma black belt · IELTS Band Score =>7 · Project Management Shortlisting
Role Specific Knowledge & Experience
Minimum / essential Desirable Assessment Stage
§ 12 to 14 years of experience in BPO industry
with at least 5 years of team management
preferably in a back-end process.
§ At least 1-2 transitions managed
§ At least managed a size of 250-300 staff
with multiple accounts
§ Should have managed a few key accounts
§ Mentored Service Improvement projects
§ Expert in transition management.
§ Analytical with excellent attention to detail.
§ Excellent written and oral communication
skills and proven experience.
§ Expert in defining service delivery framework
which is appropriate for the process.
§ Ability to define data reporting structures and
data collection methodologies.
§ Understanding of quality control principles
and implementation techniques.
§ Expert in Excel with Good IT skills, including
Visio and PowerPoint § Understands change management and practices § Understands budget management and control § Fair understanding of ISO standards (9001, 27001 § Project management (Prince 2/PMP certified) English Language Test Shortlisting & Interview
Role Specific Skills (if any) Assessment Stage
§ Able to simultaneously manage tasks for multiple processes
§ Be proficient in creating and documenting procedures.
§ Be proficient in conducting audits
§ Be proficient in managing customer escalations and preparing corrective
§ Be proficient in managing internal and external audits.
§ Have great interpersonal and communication skills
§ Be Versatile. A big part of the BPS function is the willingness to help one Shortlisting and Interview
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
British Council Behaviours Assessment Stage
Working Together (Most Demanding)
Making it happen (Most Demanding)
Connecting with others (Most demanding)
Shaping the future (Most Demanding)
Creating shared purpose (Most Demanding)
Being accountable (Most Demanding)