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Process Leader

Process Leader

Posted 5 April by Pearson UK Featured Ended

Process Leader

Description

The Qualifications Processing directorate consists of several areas, which work together to deliver General and Vocational Qualification operations throughout the year. This operation supports the delivery of accurate results to every candidate in each examination session. Results Resolution is a customer focused team responsible for the delivery of over 9 million examination results per annum. This includes A-Level, GCSE, Functional Skills and BTEC results to students in UK and International centres.

The Processing Leader role sits within the Results Resolution team and is responsible for leading a process, delivering support to Pearson’s Assessment Associate community (examiners) and examination centres (schools and colleges) by both telephone and email. The post holder will report directly to the Results Resolution Manager and will have responsibility for leading a team of seasonal staff. This includes supporting recruitment, induction, training, performance management, sickness absence monitoring and quality measurement.

The post holder will also be required to support other processing activities when required.

Key Accountabilities

  • To provide a customer focused service, ensuring both written and verbal communication is clear and concise, and that all communicated information is accurate

  • To develop and maintain a professional relationship with internal and external customers

  • To interpret management information and make informed decisions from it, and escalate as appropriate

  • To utilise management information to support individuals and the team in delivering performance to required service levels

  • Ensuring candidate results are processed and issued within agreed SLAs

  • Leading processing activities

  • Develop and maintain a professional working relationship with internal and external customers

  • During peak processing periods lead a team of seasonal staff in line with Pearson’s policy, procedures and values

  • Administrate the delivery of the Induction process

  • To deliver on the job training to all temporary resource

  • To administrate completion of training assessment forms to ensure that temporary resource is competent to carry out required tasks

  • To review and update, in conjunction with delivery managers, all work instructions, training documentation and process maps to accurately reflect the processes undertaken and training given to resource in line with current document control processes

  • To deliver appropriate Health and Safety training and assessment to temporary resource

  • To monitor adherence to Health and Safety standards in work area and in temporary resource, and act upon or escalate issues as appropriate

  • To deliver daily/weekly/monthly team briefs to

  • To collect, track and monitor accurate time and attendance data for temporary resource which supports accurate payment and management of time and attendance.

  • To plan and implement distribution of work using appropriate MI

  • To gather information to support the resolution of complaints and queries as directed by line manager

  • To review and gather work metrics for each process as directed by the line manager

  • To identify and contribute to process improvements which improve quality, service and reduce cost

  • To resolve any quality issues and refer to the line manager if appropriate

  • To ensure that a clear desk policy is operated within the department

  • To undertake other projects as directed by line manager

  • Work in other areas of the business as required

  • Ensure adherence to the Code of Practice and Pearson procedures at all times

  • Effectively communicate key issues

  • Participate in regular team communication to review progress

Key Tasks

  • Monitoring result completion and schedule adherence

  • Leading the processing activities to ensure candidate results are issued in accordance with deadlines

  • Communicating with internal/external customers

  • Leading/participating in meetings

  • Appropriately escalating key issues where necessary

  • Induct, train and assess direct reports/seasonal staff

  • Working in other areas of the business when required and to lead a team of seasonal staff in periods of peak processing

Key Challenges

  • Due to the nature of the examination process, the volume of work varies through the year. A key challenge of this is working on multiple projects at a time. It is expected that the post holder will multitask and be able to support all processes they have responsibility for leading.

  • The nature of the work undertaken is public facing and of a sensitive nature. The post holder will need to demonstrate a professional and commercial outlook.

  • The majority of staff utilised at peak periods will be seasonal resource. An adaptable approach will be required to maximise potential in the workforce.

  • The processing centre is sited in South Yorkshire and head office in London. The work undertaken by the processing centre supports all aspects of delivery at our London office. Communication is often undertaken via telephone and email; therefore, excellent communication skills are essential.

  • Working within a regulated framework

  • Working to tight, and immoveable, deadlines

  • Attention to detail and careful analysis despite busy work load

  • Attention to detail even with repetitive tasks

  • Flexibility of working patterns during peak periods

  • Reacting positively to change

  • Adapting to the challenges created by the introduction of new qualifications or working methods

  • Adapting to mulitple/ different IT systems

  • Supporting various stakeholders from different teams

  • Influencing and working closely with collegues

  • Simultaneously managing multiple high priority tasks

  • Restrictions on annual leave during peak periods

#LI-NB1

Qualifications

Skills/Qualifications:

Individual Core Competencies

  • Provides a customer focused service

  • Communicate with influence

  • Work with others to achieve goals

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  • Reference: 34839001

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