Role Description/Purpose The responsibilities of this role include building and managing the English process to deliver sustainable, scalable, effective and effective services. The role focuses on connecting and managing stakeholders to understand their stated and unstated needs, building a proactive operations delivery model to remain relevant to the business, driving a culture of continual improvement to ensure collaborative, effective and efficient operations, and developing the process strategy to achieve excellence. The role works closely with the Service Delivery Lead English & Exams and other stakeholders within and outside India.

Placement in this role is subject to successful completion of the certification process and background checks.

Qualifications & Experience

- Education: Graduation (Must)
- 10-12 years' relevant operations experience, currently working as a Manager Operations within a global organisation.
- Experience managing operational transitions.
- Strong track record in risk and compliance operations.
- Excellent written and verbal communication skills (equivalent to IELTS 6.57), with the ability to communicate ideas and solutions effectively.
- Expertise in designing and implementing service delivery frameworks.

Desirable

- Experience developing and implementing Teaching Centre business in any capacity.
- Forward-thinking approach with the ability to contribute to organisational success.





Role Accountabilities The responsibilities of this role include managing the day-to-day delivery of English services by implementing effective service delivery frameworks and ensuring services meet agreed contractual standards and SLAs. The role is responsible for maintaining knowledge of SMS, LMS and other systems related to English delivery, while ensuring adherence to course and class management principles. It involves managing and prioritising incoming work requests, process updates and escalations, ensuring prompt communication with relevant teams, identifying operational risks, implementing mitigation plans and maintaining business continuity. The role works closely with stakeholders to understand priorities, provide regular updates on process performance, risks and challenges, and deliver effective governance and reporting through dashboards, presentations and business reports. It is responsible for recruiting, training and managing team members, acting as the first point of contact for process-related queries, troubleshooting and escalations, driving initiatives to manage attrition, and creating and maintaining SOPs, knowledge articles, workflow documents, troubleshooting guides and process updates. The role also ensures compliance with quality, contractual, legal and information security requirements, drives continual improvement initiatives,



supports transition of new processes and leads operational decisions to achieve process objectives.

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.

📌 Manager Operations - English & Exams (Noida)
🏢 BC Management Services
📍 Noida