Results Resolution Delivery Manager

Job Description

ABOUT THE TEAMThe 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 examinationsession. Results Resolution is a customer focused team responsible for the delivery of over 6 million examination results per annum. This includes A-Level, GCSE, Functional Skills and BTEC results to students in UK and International centres.ABOUT THE ROLEThe primary responsibility of this role is to ensure that each candidate is issued with a fully validated, accurate and timely result for Level 2 and 3 BTEC and general qualifications. This is delivered through the management of results resolution, ensuringfull visibility and tracking of both UK and international scripts through our paper-based, coursework and digital processes.WHAT WE ARE LOOKING FOR:We are seeking a clear effective communicator who can maintain strong working relationships with key stakeholders across multiple sites, you will have the ability to thrive during peak periods of demand and change and will have the ability to lead teamsto maintain quality and meet tight immovable deadlines.You will have the ability to manage multiple projects at a time and will have experience of working within a regulated framework and an ability to make fact based, time pressured decisions. Attention to detail, and flexibility during peak periods will alsobe key.Results Resolution:

• Management of the resolution of results queries from examination centres within defined time scales.
• Monitoring and management of the mark closure process, ensuring all marks are received by agreed business calendar dates.
• Utilisation of management information to minimise and effectively report on missing assessment material in order to make this material available for marking.
• Management and maintenance of Assessment Associates for Post Results review of marking, liaising with key stakeholders in order to ensure the smooth delivery of the OFQUAL regulated service.
• Management of Assessment Associates in conjunction with other stakeholders, ensuring all mark return dates, deadlines and marking milestones are adhered to.
• Management and monitoring of the aegrotat process, ensuring timely and legitimate requests are made and closed.
• Liaising with stakeholders to ensure all missing scripts through the process have been appropriately logged, in accordance with the aegrotat process.
• Management and monitoring Post Results Services against published SLAs in conjunction with operational delivery teams and other stakeholders within the business, ensuring all OFQUAL deadlines are met.
• Liaising/working in or with any operational team, where or when the need arises to ensure the effective and smooth delivery of results.
• Monitoring the receipt and processing of traditionally marked & exception material to ensure timely dispatch to examiners to prevent delays to marking.

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.

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.
• Monitoring team workloads to ensure all operations are effectively managed throughout any given examination cycle.
• Work alongside the Senior Delivery Manager in the training and development of staff members in order to develop a multi-skilled, efficient high morale team.
• In the absence of the Senior Delivery Manager, lead areas of delivery within Results Resolution.

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.

WE NEED: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
• Professional management qualification

Role location: This is an office-based role and will require you to work from our location in Hellaby, Rotherham.Hours of work: Full time, 37.5 per weekYour Reward & BenefitsWell expect a lot and we know youll do great work, so we give a lot back with some of the best benefits in the business. We know that one size doesnt fit all, so our workplace programmes meet the different needs of our diverse teams and their familiestoo. There is a range of options, too many to list here, but when you join our Pearson family you can look forward to:

• A starting holiday of 25 days plus UK public holidays and youll earn 1 additional days holiday per year you work with us.
• Generous pension scheme where we match and double what you contribute.
• Maternity, paternity, and family care leave as well as flexible work policies.
• Stock/share purchase options.
• Healthcare and dental plans, and an employee wellbeing assistance programme for you and your family to help balance work, family, and personal life.
• Cycle to work program, gym membership concessions in selected office locations, along with retail and leisure discounts.

Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purposeto help everyone achieve their potential through learning. We dothat by providing high quality, digital content and learning