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Operations Manager

TES Global
Job LocationSheffield
EducationNot Mentioned
Salary£30,000 - £35,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time or part-time

Job Description

Job Title Operations ManagerDepartment: Customer Operations Location: Sheffield (Hybrid 3 days office work per week)Reporting to: Head of Operations Direct reports: Learner and programme teams Salary: £30,000 - £35,000 paBasic scope and primary objectives:We are looking for an experienced Operations Manager who can manage our accredited, high demand teaching assistant and teacher training programmes provided by Tes Institute. To manage all teams supporting learners through the end-to-end learner journey of initial enquiry, application, funding provisions, compliance requirements, onboarding and final Learner award. The role will cover a variety of elements from people and processmanagement, improving processes and gaining time efficiencies, ensuring robust compliance procedures alongside guidance, delivery excellent learner experience and have a strong commercial understanding of how the processes impact delivery for the business. Key role responsibilities:

  • Responsibility for the delivery of learner and programme support queries, application processing, lead conversion to enrolment, learner onboarding and achievement for all Tes Institute courses.
  • Ensure all SLAs are met including but not limited to leads, applications, calls, emails, and admin fulfilment. Managing this dynamically between resource and teams when necessary.
  • Deliver consistently against a clear set of objectives and KPI’s relating to lead generation and conversion, revenue generation and team productivity.
  • Maintain and delivery of all platform administration and fulfilment for Tes Learn within agreed timeframes.
  • Management of any coaching support and delivery of performance using the agreed performance framework of Compliance, Quality and Productivity against the teams KPI’s.
  • Work as triage between Learner operations teams, other business areas and third parties; liaising with the Department of Education, Finance and Salesforce teams to ensure learner impacting issues are managed and resolved in a timely fashion. Ensuring allrelevant facts and information are recorded, effectively logged, and passed on to the relevant departments.
  • Manage and deliver effective training plans and material for all programmes and operational roles; either directly, with Programme Directors, through the L&D team or peer to peer; for all Institute Programmes to ensure consistency of delivery.
  • To identify and promote cross-skilling, process improvement and efficiency where possible.
  • Build effective relationships with key stakeholders to ensure open communication and swift resolutions to learner impacting issues.
  • Be an advocate for providing excellent learner support within the team to encourage first contact resolution.
  • Monitor NPS and Learner feedback to identify issues and provide feedback to the team on comments and results.
  • Make suggestions for process improvements which support the Learner journey and improvements to the Learner experience Tes delivers.
  • Ensure FTE is maintained against forecast, taking ownership of all recruitment of staff to avoid impact to service delivery.
  • Authorise leave ensuring that service is factored into all approval decisions.
  • Set objectives for the team and conduct monthly 1-1’s with the team individually to ensure welfare and training needs are being met.
  • Management of staff engagement through communications and Peakon feedback. Ensuring staff remain motivated and delivering a consistently high standard.
  • Manage poor performance using the Disciplinary and Performance Improvement Procedure. Ensuring this is fully evidenced and documented.
  • Responsible for all team training ensuring training materials are kept up to date. Including programme and DFE policy changes.
  • Ensure any technical or Programme issues are escalated to the relevant teams and monitored until resolved. ...

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