Delivery Manager Operations - Exams

Department:

GSS English & Exams (IELTS Operations)

Contract Type:

1 Year Fixed Term Contract

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.

Training & Assessment Requirement:

Successful candidates will be required to complete mandatory process training and achieve the required pass mark in a competency assessment before undertaking independent production responsibilities. Support, coaching, and reassessment opportunities will be provided where applicable.

Job description:

The Delivery Manager - Operations is responsible for leading and managing end-to-end Finance Operations service delivery to ensure it is efficient, scalable, and consistently meets business and customer expectations. The role focuses on designing and implementing robust service delivery frameworks, including workforce planning, utilisation, and process optimisation, while ensuring adherence to defined service level agreements and quality standards. It plays a critical role in driving continuous improvement, standardisation, and operational excellence across shared services, while proactively identifying and mitigating risks to ensure business continuity. The role also ensures strong governance, reporting, and compliance practices, enabling reliable and high-quality outcomes for stakeholders and customers in a global operating environment.

Role Accountabilities:

The role operates within the English & Examinations business, a key strategic and revenue-generating unit of the organisation, delivering services across a global network of over 100 countries. It functions in a shared services environment that supports multi-country operations, requiring high levels of standardisation, automation, and efficiency in processes. The Delivery Manager must balance ongoing service delivery with transformation and digital initiatives in a cost-conscious and resource-constrained setting, working closely with global and regional stakeholders to ensure alignment with business priorities, governance frameworks, and compliance requirements, while maintaining uninterrupted service delivery.

You will lead end-to-end delivery of Finance Operations services, defining and implementing service delivery frameworks covering staffing, scheduling and utilisation, and ensuring SLA compliance and high-quality customer interactions. You will establish escalation mechanisms and helpdesk structures, monitor risks and ensure mitigation and business continuity planning, and drive process standardisation to reduce operational inefficiencies. You will also ensure adherence to information security policies (ISO 27001/22301), monitor access controls and compliance within your teams, drive a security awareness and incident reporting culture, and ensure immediate action is taken in case of non-compliance or risks.

You will maintain strong engagement with internal and external stakeholders, communicating performance, issues and insights to leadership, managing MIS reporting on a daily, weekly and monthly basis, aligning service delivery with stakeholder expectations, and facilitating stakeholder reviews, governance forums and visits. On people and resource management, you will manage recruitment, onboarding and training of teams, drive performance management and productivity improvements, implement engagement and retention initiatives, and build a high-performing, motivated operations team.

On quality, you will ensure compliance with internal and external quality standards, deliver against KPIs and quality benchmarks, drive continuous improvement initiatives, and manage customer feedback and complaint resolution. On governance and reporting, you will provide insights through dashboards, reports and analytics, ensure compliance with contractual, regulatory and legal requirements, identify, assess and manage operational risks, and strengthen governance frameworks and reporting accuracy.

Qualifications & Experience:

• Graduation in Commerce
• Written and verbal proficiency in English (British Council systems and global processes operate in English)
• 7+ years of experience in Finance Operations (O2C / R2R) / Shared Services
• 4+ years of people management experience
• Strong understanding of finance governance and controls
• Experience in reporting, dashboards, and MIS
• Experience in operational delivery in a global/shared services environment
• Strong understanding of Finance Operations & Shared Services delivery
• Expertise in financial governance and compliance frameworks
• Advanced stakeholder management and communication skills

Desirable:

• Lean / Six Sigma certification
• Experience with ERP systems (SAP, Oracle, etc.)
• Experience in transitions / migrations
• Exposure to global capability centres