Head of Operations and Quality

Job Description

Why do we want youWe want you because of your background in operations and quality assurance in a education or training contexts (youll likely be a University Registrar or similar). You have strong experience in operational processes and process enhancement within the education sector and have the skills required to lead operational and delivery enhancement projects in a key area of our business. You have a strong focus on the customer experience combined with a broad knowledge of accreditations / regulations such as ISO and ofqual.Head of Operations and QualityLocation: Birmingham - B24 9FDSalary: £41,000 to £50,000 (DOE) plus discretionary bonusA bit about usCLT International is a global provider of education for professionals working in financial services. The company is UK-based with a global student community and is a subsidiary of Wilmington plc (a global information and education business). The core of our business is to provide education and development opportunities to professionals worldwide, in partnership with a professional membership body (STEP) and other commercial stakeholders. Supporting both individuals and firms worldwide, CLTI has trained over 15,000 individuals and maintains relationships with some of the world’s largest financial and legal institutions, regulatory bodies and government departments.Main Purpose of RoleIn this Head of Operations and Quality role you will manage a team of 6 and be responsible for all of the efficient operational planning and delivery, operational process design and quality assurance of our operational delivery of our programmes, qualifications, assessments, and content from the point of programme go-live’ and student registration to graduation. You will develop and own our Academic Regulations, Manual of Policy and Procedures and ensure our Quality Assurance processes are continually developed and adhered to.If youve got experience of ISO Accreditation of similar that would be helpful as its something we might light to pursue in the future.Other areas of responsibility are:- Supporting the design of and the execution of our customer journey, progression, and retention and KPIs as they relate to the Operations and Quality experience and ensuring our students are dealt with fairly in their time with CLTI- The accuracy and quality of our student record data and writing operational reports relating to their field of operations to support our strategic planning and delivery- Ensuring our collaborative partnerships are supported in their operations and quality assurance- The training and induction of our tutors, examiners and external examiners- Secretary our QA and Qualification boards- You will also ensure the CRM, LMS and any other exam, content or venue management systems are current and updated with all the detail necessary for our programmes, assessments, content and ancillary items to be purchased and delivered.There is also responsibility here for you to ensure student communications in all formats are of the highest professional standards maintaining focus on customer service levels in terms of response times and accuracy of informationSkills and Experience Required- Experience in the same or similar role- Background in operations and quality assurance in education or training contexts- Background and experience in operational processes and process enhancement- Knowledge of accreditation / regulations such as ISO and Ofqual- Good degree or equivalent professional qualification or equivalent professional experience- A creative problem solver who ensures implementation and effects change- Good written and verbal communication skills- Good systems knowledge of Salesforce- Good knowledge of LMSs- Commercially astute in operational process design and execution- Experience in designing and implementing change management initiatives- Excellent communication skills, both orally and in writing demonstrating a consultative and collaborative outlook"We are committed to equality, equality of opportunity and valuing diversity"