Job Description


Type : Full Time

Location : Delhi NCR

Experience Required : 5 Year(s)

Industry : Education/Teaching/Training

Preferred Skills : Academic Administration Academics Counselling Programme Management

Job Description :

Work Format: Working hours may be on a shift rotation between the hours of 08:00 and ending by 20:00. Weekly working rota of 5 days, this could be Monday Friday, Tuesday Saturday, but may include Sundays as working days occasionally. Possibly occasional travel around India 


Assist in delivering operational excellence in the delivery of IELTS and other examinations.

Deliver a service to the customer across all channels which is above the British Council global minimum standards.

Ensure Customer Service standards are adhered to;

Inquiries and complaints are handled as per corporate policies and standards, including Examinations Quality Standards (EQS), Corporate Customer Service Standards, British Council Equality, Diversity and Inclusion (EDI) policies & practice, Child Protection & Data Protection requirements and in line with the standards set by the relevant Boards and Professional Boards.

Handle all customer inquiries including complaints as per corporate policies and standards.

Adhere to operations service level agreements & agreed turnaround times as per customer service standards.

Adhere to India Exams, global and board specific procedures and policies ensuring that Procedural timelines are met.

Complete required financial tasks as per British Council Financial guidelines and provide accurate financial information when requested.

Record accurately and to defined timelines all information relating to customer discussions and communication Responsibilities:

Strong operations management experience.

As one of the team of Senior Operations Managers the main area of responsibility would be in one of the following: Test day planning, test day staff / examiner allocation, confidential materials storage and movement or post-test day activities.

Ensure operational excellence in the planning and delivery of IELTS and other examinations.

Responsible for communication and adherence to Examinations India, global and board specific

procedures, policies and ensure that procedural timelines are met.

Responsible for compliant and secure storage of all required data and materials.

Provide India examinations finance team with required financial management, information and reporting services needed in order to ensure an efficient, secure and appropriately controlled environment as per Essential Finance.

Manage all resources efficiently, taking into account times of peak activity and factors which could influence operations, for example festivals and seasonal weather constraints.

Act as an effective leader and develop the skills and behavior of India operations or logistics team

Line management of a maximum of six direct reports.

Ensuring HR procedures and standards are adhered and applied consistently.

British Council performance procedures and standards are used to induct, manage and develop staff members.

Work with Head Operations, Head Logistics and Head Test Day staff Management to develop and implement strategic staffing plans to meet current and future business needs.

Monitor the effectiveness of the team and ensure compliance with all corporate standards (e.g. IELTS audits, Quality, Control and Compliance, Equal Opportunity & Diversity, Data Protection and Child Protection as well as externally driven client requirements) and in line with agreed financial and non-financial targets.