Manager Operations - English

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity. Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. We connect. We inspire. Pay Band: 7 Country/Location: Noida, India Department: GSS English & Exams (Services Leadership) Contract Type: Fixed term contract Contract Duration: 1 year Closing Date: Monday, 31 Aug 2026- 23:59 PM, IST. Role Description/Purpose The responsibilities of this role include building and managing the English process to deliver sustainable, scalable, efficient 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. 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. Qualifications & Experience * Graduation or equivalent experience. * 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 6.5–7), with the ability to communicate ideas and solutions effectively. * Successful completion of the English language assessment test (arranged by BCMS). * Expertise in designing and implementing service delivery frameworks. * Strong analytical skills with excellent attention to detail. * Demonstrates the British Council's Core Values and Behaviours. Desirable * Experience developing and implementing Teaching Centre business in any capacity. * Forward-thinking approach with the ability to contribute to organisational success. 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. A connected and trusted UK in a more connected and trusted world. Equality, Diversity and Inclusion Statement We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities. Safeguarding Statement 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 in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children. If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org