New job Manager - Operations in Uttar Pradesh

Manager - Operations

Company : British Council
Salary : Details not provided
Location : Uttar Pradesh

Full Description

Date: 27-May-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: Manager – Operations - Ask HR

Purpose of job:

The role will be responsible to ensure delivery of efficient and highly customer focused HR transactional and administrative service which meets the required standards to the British Council staff globally. The role holder is responsible for developing a strategy for the service to achieve excellence through continuous improvement for Tier 1 services

The role will also be required to ensure all required documentation for delivery lines (internal and external audit, and ISO standards is established and implemented.

Experience areas:

  • Senior level experience in KPO/ BPO industry with Strong experience of HR Shared Services experience.
  • Should be currently managing an HR Shared Services.
  • Should have an experience of managing a highly secured service.
  • At least managed a size of 50+ staff
  • Mentored Service Improvement projects
  • Extensive Knowledge of using Success Factor and Cloud for Customer (C4C) ticketing tool – especially Employee central.
  • Understanding of quality control principles and implementation techniques.
  • Good knowledge of Human Resources processes and procedures / policies
  • Able to articulate change, process improvement to HR team members and business customers
  • Expert in Excel with good IT skills, including Visio and PowerPoint
  • Expert in staffing & forecasting schedules for large team 50+ resources per shift.

Knowledge of:

  • Able to simultaneously manage tasks for multiple SuccessFactor modules
  • Be proficient in creating and documenting procedures.
  • Be proficient in conducting audits
  • Be proficient in managing customer escalations and preparing corrective actions.
  • 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 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
  • Understanding of HR related ticketing tools and applications

Accountabilities, responsibilities and main duties:
(including people management and finance)

The role has four main objectives:

HR Service Delivery
  • Ensure that HR data and administrative services follow standardized process and policy efficiently and effectively to meet business requirements and SLAs, optimizing and continuously simplifying the service user interface.
  • Set and monitor the deliverables of AskHR.
  • Define service delivery framework (eg floor scheduling & staffing, occupancy management, seat utilization etc.).
  • Establish and maintain high standards of integrity and data security.
  • Ensure services comply with or exceed standards specified in contracts, pre-defined SLAs and ISO 27001/ ISO 22301.
  • Ensure knowledge management is maintained.
  • Manage escalation points/helpdesk for the end customer to escalate issues.
  • Ensure Business Continuity Plans are tested.
Continuous Improvement
Continuously support and develop Assistant Managers and employee self-reliance, and work with Corporate HR teams through continuous improvement mechanisms to automate and optimize T1 processes, upskilling capacity to handle T2.
  • Develop self-service capability to decrease manual handling and improve customer experience.
  • Develop proposals to address issues, track improvements and optimize processes and services.
  • Optimize and streamline service by using data from various sources to inform approach and priority.
  • Proactively seek out more and new services which can be managed at tier 1.
  • Design and implement mechanisms for capturing customer satisfaction and feedback to feed into improvement.
  • Maintain and improve performance on KPIs to ensure continuous improvement of service and data quality.

Data, Compliance and Service Evolution
Increase data quality and process compliance year on year, expanding the scope and capacity of services processed as b) above is achieved.
  • Identify key priorities and make relevant improvements to ensure operational excellence and legislative compliance
  • Define targets, create and measure end to end process efficiency and performance
  • Identify and deliver and track service improvement activity across the function through employing process improvement methodologies and the application of innovative thinking
  • Ensure the fundamentals of governance and service management are in place for delivering a good service
People Management
Attract and retain resources through continuous development opportunity for individuals and teams in meeting these objectives through high levels of engagement and stretch goals. This will be evidenced in stability and capability of resource, as well as formal and informal employee engagement feedback.
  • Manage and conduct where necessary the recruitment, training, standardisation and performance evaluation of executives and team leaders.
  • Embed employee engagement and drive initiatives to manage attrition effectively.
  • Build and lead an engaged and high-performing team by holding yourself and others accountable to a high standard of service delivery.

What we’re looking for:
We’re looking for more than just a good operator. We need someone reliable to ensure tier 1 HR service delivery across the globe is compliant with the standards, SLAs and KPIs and friction-free.
What sets you apart is that you can problem solve and manage issues appropriately and collaboratively through smooth and smart navigation of a politically sensitive and matrixed organization You need confidence, and poise to challenge the thinking of your peers and seniors with an aim to continuously improve processes and the service delivery..


  • Graduation or equivalent
  • Masters or equivalent (MBA)
Further Information
Pay Band – 7
Contract Type – Indefinite
Department/Country- HRSS/ India - Noida
Closing Date (Time) – 11/June/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 email
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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