• Job Description

  Req#: R5236

  At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over seven million GCSEs and A-levels each year and it’s our people who make this happen.

  Operational Support Manager
  Permanent
  Manchester: £32,800 - £38,160
  Hybrid Working with increased office attendance August - October

  Are you a Team Leader looking for the next step in your career?

  
  Within AQA, this role is called a Post Results Support Manager and your job is to support the small team of 8, which grows to around 80 people when the seasonal staff join during the exams season. The remit of the team is to communicate with and support the students who have sat exams and have queries about their marks or results – around 350,000 requests with very short SLA’s.

  Every day will be rewarding, different and a challenge as you support and lead a team that will liaise with associates, centres, colleagues and other stakeholders across the business.

  
  As the Operational Support Manager in the Post Results team, you will support the Operations Manager in delivering regulatory compliance, behavioural change, excellent support for customers, associates and stakeholders in reviews of results. You will lead the post-result reviews team effectively, ensuring clear and realistic plans are in place to deliver this service and provide clear guidance and information for internal and external customers to deliver excellent customer support. You will monitor and report on processes, while managing risks effectively, lead continuous improvement, provide appropriate updates to stakeholders and ensure regulatory compliance. You will also provide subject matter expert support to technology programmes and improvement projects.

  What’s in it for me?

  • An incredible pension scheme with employee and employer contributions jointly totalling, up to 18.5%

  • 25 days annual leave allowance rising with service to 30 plus Bank Holidays and additional office closure over the Christmas period

  • Private Medical Insurance and a Health Care Cash Reward Plan

  • Paid volunteering days

  • Newly refurbished office spaces with discounted eateries, a gym, a games room and a yoga studio

  What will I need to succeed?

  • The skills to build great relationships with our internal and external customers in order to deliver a best in class service that meets our customers’ needs

  • To be able to develop and maintain comprehensive plans for delivery of processes.

  • To be able to support continuous improvement activities through the development and delivery of detailed training plans and associated materials for associates.

  • To be able to create an environment where team members feel valued and supported to achieve their best and continue to make improvements.

  • To produce high levels of performance from direct reports and teams by modelling leadership behaviours with confidence and providing clarity, challenge, feedback, coaching and development in line with business objectives.

  • To be able to develop and improve own leadership style, making time for own development as well as that of the team.

  • To be able to champion the behaviours and values we wish AQA to be famous for and to be able to guide the team through consistently exemplifying these values and behaviours internally and externally.

  What Next?
  Upload your most recent CV with a cover letter detailing your skills and experience for this Operational Support Manager role

  All applications will receive a response
  CRE23

  
  

  Recruitment Agencies

  We have a preferred supplier list (PSL) in place.

  Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees.

  Full Job Description

  Summary

  To support the Operations Manager in delivering regulatory compliance, behavioural change, excellent support for customers, associates and stakeholders in reviews of results. Lead the post-result reviews team effectively, ensuring clear and realistic plans are in place to deliver this service. Provide clear guidance and information for internal and external customers to deliver excellent customer support. Monitor and report on processes, while managing risks effectively, lead continuous improvement, provide appropriate updates to stakeholders and ensure regulatory compliance. Provide subject matter expert support to technology programmes and improvement projects.Landscape:
  After the delivery of marking more than 10 million exam scripts, the journey is not yet over. Some candidates will feel that they haven’t been awarded the grade they deserve. That’s where our small team of 8 come in alongside up to 75 seasonal members of staff to deliver approx.. 350, 000 post-results services to short SLAs. Everyday will be rewarding, different and a challenge as you support and lead a team that will liaise with associates, centres, colleagues and other stakeholders across AQA.
  
  This position requires a combination of leadership, line management, excellent technical and product knowledge skills alongside a desire to continually improve the services we offer our customers who can be anyone within the educational setting.
  
  Activities: Day-to-day you will report to the post-results operations manager and lead on:
  
  Coordinating daily operations, including employee line management, ensuring monthly one-to-ones are conducted, setting SMART goals and supporting colleagues to achieve them.
  
  Enable post-project evaluations to capture lessons learned and inform future CI project strategies.
  
  Expertly develop, implement, evaluate and embed change with a strong customer focus that aligned to team goals. Inspire, support, collaborate and challenge team members.
  
  Leading teams through complex operations by proactively driving engagement, performance plus mentoring and coaching team members during tight timescales.
  
  Thinking strategically with the ability to conduct and implement CI opportunities. Engaging colleagues using excellent communication skills and building rapport across the business.
  
  Take risk based decisions, assessing options and using sound judgement about when to consult and when to escalate. Confidence and resilience will be key.
  
  To be successful in this role, you will need to know:
  Our Customer (external or internal) and how to never let a learner down
  Build great relationships with our internal and external customers in order to deliver a best in class service that meets our customers’ needs.
  Maintain effective oversight of post-results processes, ensuring plans meet regulatory requirements and customer expectations. Associates are well supported and informed and able to support their teams
  Demonstrates commercial flexibility by undertaking other responsibilities which are of a commensurate level as business needs change.
  
  Our Cash (finances) and how to deliver at pace and accurately
  Ensuring sound financial management and a robust asset base
  Manages and monitors performance against the budget including season resource costs and series related costs.
  
  Our Product and internal processes to enable working and learning together.
  Delivering quality products and outcomes – as recognised by the customer
  Maintains comprehensive plans for delivery of post-results BAU processes.
  Continues to develop and improve services, to benefit customers and the team. Support continuous improvement activities through the development and delivery of detailed training plans and associated materials for associates. Liaises with complaints and communications.
  Safeguards confidentiality of data.
  Ensures AQA is safe and legally compliant by applying AQA’s policies and other legislative requirements including but not limited to HSE, Equal Opportunities, GDPR and ISMS.
  
  Our People and culture
  Ensuring we have great people achieving their potential
  Creates an environment where team members feel valued and supported to achieve their best and continue to make improvements.
  Produces high levels of performance from direct reports and teams by modelling leadership behaviours with confidence and providing clarity, challenge, feedback, coaching and development in line with business objectives.
  Develops and continues to improve own leadership style, making time for own development as well as that of the team.
  Champions the behaviours and values we wish AQA to be famous for. Guides the team through consistently exemplifying these values and behaviours internally and externally.
  
  Our Technology – Shape Tomorrow
  Delivering demonstrably secure, reliable, agile and cost-effective systems
  Contribute to technology projects as needed, to meet objectives.
  Adding value when it comes to the ‘user experience’
  

• About the company

  AQA, formerly the Assessment and Qualifications Alliance, is an awarding body in England, Wales and Northern Ireland.

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