Delivery Manager Operations - English & Exams

IndiaFull-time2026-10-20 → 2026-10-21

Core

Managing daily service delivery, people, process, and governance for a large back/front office operations team in a secure KPO environment.

Role type

Senior Operations Manager (Contact Centre/Back-Office)

Builds

Service delivery against SLAs/OLAs/KPIs for IELTS Online exams

Domain

Education / Language Testing / KPO

Required skills

People management, shift operations, stakeholder management, quality assurance, process improvement, risk management, team leadership, forecasting, scheduling, compliance management, data security

Preferred skills

Experience in KPO industry, ISO 27001/22301 knowledge, MS Office proficiency

Responsibilities

Manage daily service delivery and team performance, oversee staffing and scheduling, ensure compliance with policies and security standards, drive continuous improvement and SOP development, provide line management and performance reviews, report on KPIs and operational risks

About britishcouncil

The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections, and engendering trust.