Team Leader – Operations (ID: 45382)

Job Description

Company: British Council
Location: Noida, Uttar Pradesh, India
Job Type: Fixed Term Contract (36 hours per week)
Experience: Minimum 3 – 5 years of work experience in front/back-office processes, with
at least 1-2 years managing a team of 10-15 members
Education: Graduate or equivalent
Expected Salary: ₹8 Lakhs – ₹15 Lakhs per year (plus employer benefits)
Job Category: Teaching, Project Management
Website: Website info
Contact: Contact us

About the Role:

At the British Council, we support peace and prosperity by building connections,
understanding, and trust between people in the UK and around the world. As the Team
Leader – Operations for our IELTS Online division within the GSS English & Exams
department, you will deliver exceptional floor support by mentoring, coaching, and
guiding your team. Your primary responsibility is to ensure excellent customer service and
efficient operational performance on the floor. This role requires proactive problem
solving, effective communication, and strong leadership skills in a dynamic, 24×7 work
environment.

Key Responsibilities:

Leadership:

Pre-empt problems and identify effective solutions through logical analysis. – Drive organizational goals and lead continual im

• Service Delivery:
• Maintain schedule adherence, workforce management, and shift rotation as per inputs
  from the WFM/MIS supervisor. – Conduct pre- and post-shift briefings to share process updates.
• Act as the first-level escalation point for operational issues, ensuring timely resolution.
• Create and maintain SOPs and knowledge articles to ensure team-wide process clarity

People Management:

• Monitor team performance through regular quality checks and evaluations.
• Manage team attendance, scheduling, and on-call personnel.
• Conduct regular team meetings and one-on-one sessions to support individual and team
  development.

• Governance & Reporting: –
• Share regular reports and dashboards as per the agreed frequency.
• Ensure compliance with BCMS policies, information security, and other organizational
  standards.