Team Manager

Job Description

Role: Digital Processing Team ManagerDivision: UK PQS HellabyDigital ProcessingLocation: Hellaby, Fretwell Road, Rotherham S66 8HNWe are the worlds learning company with more than 22,500 employees operating in 70 countries. We combine world-class educational content and assessment, powered by services and technology, to enable more effective teaching and personalized learning at scale.We believe that wherever learning flourishes so do people. Were committed to a world thats always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are alwaysre-examining the way people learn best, whether its one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports andinspires us to always be better. By pushing the boundaries of technologyand each other to surpass these boundarieswe create seeds of learning that become the catalyst for the worlds innovations, personal and global, large and small.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. Thats why were committedto ensuring that diversity and inclusion are embedded into everything we do. We foster a work environment thats inclusive and diverseand where our people can be themselvesso 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 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 2019awards. We are featured on The Forbes list of Best D&I Employers and are a Working Mums Top Employer and Age Positive employer. Pearson is listed on both the London and New York Stock Exchanges (UK: PSON; NYSE: PSO). We are proud to offer an exceptional and supportive environment to develop your professional career!Your Opportunity

• A full-time permanent role working 37.5 hours per week
• You will have a small team of direct reports who you will be responsible for.
• You will join our Digital 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 Digital Processing team are responsible for various processes, including the receipt, preparation and scanning of examination papers and the allocation of post result cases.
• You will be required to support other processing activities within the team as priorities dictate.

Your primary responsibilitiesLead on the Digital Processing of examination material which is processed via the usual electronic path. Follow agreed quality processes to manage the Traditional Processing activities to ensure a secure delivery, whilst meeting service level agreements.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

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

Digital Processing Activities:

• Manage orders through the Material Management System.
• Manage processing of marked examination material through primary and exception scanning.
• Management of the resolution of queries within defined time scales.
• Manage and control the Post Results process ensuring all series levels are achieved
• Manage the processing of scannable Attendance Registers
• Attend and update Closure and other meetings with stakeholders
• Utilisation of management information to effectively report on process progress.
• Arranging and managing Lessons Learnt meetings and improvement opportunities.
• 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 process/team leaders to ensure requirements and recommendations are resolved

Key ChallengesIt 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 stillmeet 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 multit