Manager Operations

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: IELTS Operations

Contract Type: Fixed term contract

Contract Duration: One year

Closing Date: Thursday, 30 April 2026- 23:59 Philippine Time (GMT +8)

Role Description/Purpose

Responsible for building and managing the process of On-Screen Marking of Global IELTS exams to ensure sustainable, scalable, efficient, and effective service delivery.

Role Accountabilities

We are seeking an experienced professional to lead the day-to-day service delivery of our global exam operations. This role is central to ensuring that our On-Screen Marking processes for IELTS exams are sustainable, scalable, efficient, and effective. You will be responsible for designing and managing service frameworks, overseeing staffing and scheduling, and embedding a culture of customer excellence and compliance. Success in this role requires the ability to balance operational demands with strategic improvements, ensuring services consistently meet contractual obligations and service level agreements while driving innovation and best practice adoption.

The position involves close collaboration with stakeholders across regions, requiring proactive communication, risk management, and the ability to translate priorities into action. You will manage recruitment, training, and performance evaluation of a large team, while fostering engagement and motivation to deliver high-quality outcomes. Strong governance and reporting skills are essential, as you will analyse critical data, produce insights, and ensure compliance with legal and contractual requirements. Additionally, you will oversee transitions of new processes, ensuring knowledge is captured and transferred effectively, while maintaining timelines and business continuity. Information security is a key responsibility, with adherence to ISO standards and proactive incident management forming part of the role’s remit.

This is an opportunity to make a significant impact in a global organization, ensuring excellence in exam operations and contributing to the British Council’s mission of delivering trusted, high-quality education services worldwide.

Qualifications & Experience

• Education: Any Graduate
• 8–10 years of experience managing 80 or more staff in a process.
• Experience working in a highly secure environment.
• Certified Six Sigma Yellow Belt.

Role specific skills

• Strong understanding of exam operations.
• Proficiency in relevant computer applications, including MS Office.
• Knowledge of customer service principles and practices.
• Excellent interpersonal skills with the ability to build effective relationships at all levels. Capable of inspiring and supporting teams in handling first-level escalations.
• Strong communication skills
• Proactive approach focused on problem analysis and resolution, as well as the ability to plan effectively and prioritize work.

Further Information

Benefits:

• 21 days of Annual Leave per calendar year, subject to policy
• 14 days of Public Holidays per calendar year
• Group Mediclaim policy
• Group term life insurance policy
• Group accident insurance policy
• Gratuity, subject to prevailing country laws
• Free library membership
• Professional development - Ongoing learning and career growth opportunities to support your development.

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

SSC Roles

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