Process Leader

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Job 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 6 million examination results per annum. This includes A-Level, GCSE, 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 to the Senior Delivery 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 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 coursework mark 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.
Qualifications Processing is sited in South Yorkshire and head office in London. The work undertaken by Qualifications Processing supports all aspects of delivery at our London office. Communication is often undertaken via telephone and email; therefore, excellent communication skills are essential.
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.
• Qualifications Processing is sited in South Yorkshire and head office in London. The work undertaken by Qualifications Processing supports all aspects of delivery at our London office. Communication is often undertaken via telephone and email; therefore, excellent communication skills are essential.

Skills/Qualifications:

• 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
• Provides a customer focused service

Additional Competencies

• 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 are 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
Essential

• 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

Desirable

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

Previous Experience
Essential

• Experience of leading/managing activities/projects
• Organising own workload to manage multiple high priority tasks
• Managing people
• Working to tight deadlines
• Experience of data interpretation and analysis

Desirable

• Working in the education sector
• Experience of data interpretation

Personal Style and Behaviour
The Results Resolution Team is an integral part of Qualifications Processing. The post holder must demonstrate an ethos of strong supervisory skills, adaptability to change, teamwork within own functions and the wider business and an ability to deal with pressurised and complex situations.
Working Pattern
Standard 37.5 hours a week, office hours, Monday - Friday but will be required to be flexible during busy periods including the possibility of working at weekends occasionally. Overtime may be paid or offered as time off in lieu.
What can we offer you
Here at Pearson we also offer a great package and a fantastic range of benefits that you would expect to receive in a global organisation. Including 25 Days annual leave, this increases by 1 each year up to 30 days with the option to buy and sell up to 5 days per year on top of this. Pearsons other benefits also include a fantastic Pension plan, private medical insurance, private dental care, season ticket loan, eye tests, cycle to work scheme, volunteering days, discounted products and services from leading companies and much more.
Diversity and Equality
At Pearson, we believe in the power of difference. Harnessing the unique skills, perspectives, and backgrounds of every employee helps us foster innovation and create the most effective solutions for learners around the world. That's why we're committed to ensuring that diversity and inclusion are embedded into everything we do. We foster a work environment that's inclusive and diverse - and where our people can be themselves - so we can reflect the customers and learners we serve.
Pearson is delighted to be committed to the Race Charter, and to be confirmed by Stonewall to be in the Top 100 Employers LGBTQ+ employers in the UK.
We are a Disability Confident committed employer and were recognised in the Best Employers for Diversity 2019 awards, and featured on The Forbes list of Best D&I Employers..... click apply for full job details