Job Description
Job Title: Operations Manager (Education, Apprenticeships)
Job ID: 02632
Salary: £45-50k
Location: Hybrid – London & Home Based (2 days in the office a week)
Job Type: Permanent
Industry: Education
A leading Education Organisation are looking to bring in an Operations Manager, the role will be responsible for overseeing the performance of a team of Assessors, ensuring that they meet key performance benchmarks in assessment quality, compliance, and customer satisfaction.
The role is a hybrid role, requiring travel into their London office 1-2 days a week which would be fully expensed.
The Performance Manager will be responsible for driving continuous improvement, maintaining high standards, and driving a culture of accountability & ensuring the team adhere to company values
Responsibilities:
Performance Management and KPI Achievement
* Develop and enforce performance management processes that ensure Assessors meet KPI targets:
* NPS: Achieve and maintain a Net Promoter Score of 65 and above.
* Compliance: Ensure Assessors are 100% compliant across all monthly assessments.
* Customer SLAs: Ensure 0% cancellations and honour a reschedule within 24 hours, ensure grades are released alongside set SLEs
* Consistency: Maintain Green status on assessment quality throughout each quarter.
* Prep Completion: Ensure all preparation activities are completed within the agreed SLAs.
* Conduct regular performance review meetings with Assessors to discuss progress, address challenges, and celebrate achievements.
Quality Assurance and Compliance
* Work with Quality teams to address gaps identified through moderation activities and immediately implement corrective actions for non-compliance issues.
* Monitor Assessor adherence to policies such as CPD, ensuring 100% monthly compliance across all assessments.
Data Analysis and Performance Reporting
* Collect, analyse, and interpret performance data related to KPIs, providing actionable insights to Assessors and accurate reporting to senior management.
* Prepare detailed monthly and quarterly reports on Assessor performance, identifying trends, achievements, and areas for improvement.
Coaching and Support
* Provide targeted feedback and coaching to Assessors to enhance their performance, support improvement in weak areas, and reinforce strengths.
* Design and implement Performance Improvement Plans (PIPs) for Assessors failing to meet KPI targets, offering guidance and resources for improvement.
* Maintain positive culture of continuous learning and accountability, encouraging Assessors to strive for consistent high performance.
Process Optimisation and Continuous Improvement
* Identify and implement process improvements to streamline performance management and reporting activities, supporting more efficient tracking of KPIs.
* Collaborate with the Quality and Compliance teams to refine assessment processes, driving efficient working practices
* Regularly assess and adjust performance management approaches based on feedback and outcomes to drive sustained performance enhancements.
Service Delivery & Recovery
* Serve as the main point of contact for Assessor queries, working closely with Quality, Compliance, and Customer Support across all queries and service recovery items
* Handle all issues relating to staff absence, ensuring allocation of staff to recover assessments
* Lead on recruitment for FTEs and support as requested with Freelancer recruitment to ensure resource to pipeline
* Build strong working relationships across teams & stakeholders, creating an environment of trust and collaboration
Skills and Experience:
* Experience: Minimum of 3-5 years in performance/people management ideally within an EPAO or educational setting.
* Analytical Skills: Strong analytical ability to interpret data, identify trends, and drive performance enhancements.
* Attention to Detail: Ability to monitor KPIs with precision, ensuring standards are consistently met.
* Communication: Excellent communication skills for providing feedback, coaching, and performance updates to Assessors and senior stakeholders.
* Leadership and Coaching: Proven track record of coaching or mentoring others to improve performance and meet organizational goals.
* Problem-Solving: Ability to proactively identify and resolve performance challenges with practical, sustainable solutions.
* Strong Communication Skills: Clear, precise written and verbal communication skills to effectively provide feedback & present with impact to ensure key messaging is cascaded timely.
* Familiarity with Digital Assessment Tools: Comfortable with assessment and learning platforms (e.g., LMS systems) and proficient with analytical tools such as Power BI or similar tools for tracking and reporting.
If this sounds like a good match, then please get in touch ASAP as remote interviews are taking place immediately.