This person will join the On-Demand Processing team which is part of the Qualifications Processing Department. The department consists of several areas which work together to deliver General Qualifications, Vocational Qualifications and On-demand Qualifications. The On-Demand Processing team are responsible for various processes, including the result resolution and closedown of results for paper based on-demand and onscreen tests, candidate malpractice, and the traditional processing and mark capture for series-based qualifications.

This is an onsite position, 5 days/week, in our Hellaby office.

Key Accountabilities:

People Management:

• Ensure a continuous improvement ethos drives the team throughout all areas and allow clear paths for team members to feedback improvements and changes to management

• Management of permanent and temporary staff, monitoring team workloads to ensure all operations are effectively managed throughout any given examination cycle

• Work alongside the other team managers in the training and development of staff members in order to develop a multi-skilled, efficient high morale team

• To ensure staff are managed in accordance with Health and Safety policy and procedures

• In the absence of the Head of Traditional Processing, Onscreen and On-demand, deputise and lead all areas of delivery within the team.

Customer Service:

• Develop a strong customer service ethos and working practice as standard within the team

• Develop and maintain professional working relationships with external and internal customers

• Ensure clear communication channels and SLAs are in place for the best service to and from any other stakeholders

Planning, Scheduling and Management Information:

• Work on the maintenance of work rates and team expenditure in order to forecast accurate annual staffing requirements and budget costs

Senior Delivery Manager Activities:

• Management of incident resolution across all areas of the team

• Mentor and develop teams to achieve personal development goals whilst supporting process delivery.

• Manage and deliver key KPI’s on multiple processes including ad hoc and contingency support across the Qualifications divisions.

• Ability to work independently with strong communication, influencing, and leadership skills.

• Ability to build partnerships and work in a collaborative environment.

• Highly organised with strong time management including the ability to coordinate multiple efforts and address changes in priorities.

• Self-motivated with a proven ability to motivate and empower other

• Management of the resolution of internal/external customer queries within defined time scales

• Deputise for Head of Department and as such have an overview and understanding of all processes within the team

• Represent the department in meetings with stakeholders

• Utilisation of management information to minimise and effectively report on progress and monitor SLA’s

• Liaising/working in or with any operational team, where or when the need arises

Quality Management

• Ensure adherence to the Code of Practice and Pearson procedures throughout all stages of the examination lifecycle

• To ensure all processes and procedures are fully defined, captured and controlled in accordance with the PQS ISO9001 Quality Management System and in line with 9 key disciplines

• Monitor audit outcomes and work with Delivery Managers and Process Leaders to ensure requirements and recommendations are resolved

Key Challenges

It will be necessary for the post holder to quickly assimilate information on several distinct qualification suites, and to understand the differences in the management and delivery of these.

The team is based in South Yorkshire, but many of our key stakeholders are based in the London office. Clear, effective communication channels are essential to the success of the department.

In order to keep up with the customer and business demands, the processes are rapidly changing within operations. The post holder should be prepared to lead teams through this change and to improve our processes in order to maintain the quality and still meet tight deadlines.

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.

• Working within a regulated framework

• Working to tight, and immoveable, deadlines

• Attention to detail and careful analysis

• 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 multiple IT systems

• Supporting various stakeholders from different teams

• Influencing and working closely with colleagues

• Simultaneously managing multiple high priority tasks

• Restrictions on annual leave during peak periods

Individual Core Competencies

• Provides a customer focused service

• Communicate with influence

• Work with others to achieve goals

• Deliver goals in a changing environment

• Take a creative and innovative approach to work

• Maximises potential in self and others

• Managing others

• Strategic thinking

• Inspires and fosters team commitment, spirit, pride, and trust

• Facilitates cooperation and motivates team members to accomplish group goals

• Makes effective and timely decisions, even when data is limited or solutions produce unpleasant consequences

• Perceives the impact and implications of decisions

• Identifies and analyses problems

• Make recommendations for alternate solutions

Education, Qualifications & Training

• 5 GCSEs A*-C to include English and Mathematics

• Proficient in the use of the Microsoft Office suite

• Able to quickly learn multiple software packages

• Familiarity with more complex functions of MS Excel to manipulate data

• Professional management qualification

Previous Experience

• Experience of leading/managing activities/projects

• Organising own workload to manage multiple high priority tasks

• Managing people

• Working to tight deadlines

• Experience of leading/managing activities/projects

• Experience of data interpretation

• Experience of working in a highly charged customer facing environment

• Excellent interpersonal skills

• Ability to make fact based, time pressured decisions

• Experience working in the education sector preferred

• Experience of working in an ISO9001, BS25999, IiP certificated organisation preferred

• Experience of change management preferred

Your Reward & Benefits

We know you’ll do great work, so we give a lot back with some of the best benefits in the business. We know one size doesn’t fit all, so our workplace programs meet the different needs of our diverse teams, and their families, too.

Please see our attractive UK benefits here: Pearson Jobs - Benefits

If we sound like a good match for you we’d love to receive your application, please include both a CV and a cover letter outlining why you feel you are suitable for this role. Applications received without a covering letter will not be considered.

What to expect from Pearson

Did you know Pearson is one of the 10 most innovative education companies of 2022?

At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.

We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing ppsmhr@pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: GENERAL BUSINESS OPERATIONS

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Req ID: 13816