Special Requirements Delivery Manager

6 days ago

Rotherham, United Kingdom Pearson Full time

**The Role: Special Requirements Delivery Manager**

**Location: Lowton House, Hellaby. UK**

**Our Organisation**

Pearson is the world’s leading learning company, dedicated to helping everyone realise the life they imagine. We have more than 20,000 employees that deliver our products and services in 200 countries, all working towards a common purpose - to help everyoneachieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them

**Your Opportunity**

**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 Eligibility Manager 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
- In the absence of the Eligibility Manager, lead areas of delivery within Results Resolution

Customer Service:

- 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:

- Accurate and timely reporting of Access Arrangements and Special Considerations to key internal and external stakeholders

Special Requirements Activities:

- Management of the resolution of queries from examination centres within defined time scales
- Monitoring and management of the special consideration process to ensure aegrotats and tariffs are processed within key deadlines
- Utilisation of management information to effectively report on Special considerations to key internal and external stakeholders.
- Ensuring all OFQUAL reporting 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 result
- Ensuring regulatory processes are met
- Work closely with other Awarding Bodies as part of a working JCQ group
- Ensure adherence to the Code of Practice and Pearson procedures throughout all stages of the examination lifecycle
- Monitor audit outcomes and work with process/team leaders to ensure requirements and recommendations are resolved
- Work to tight and immovable deadlines

**Key Challenges**

It 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.

Results Resolution 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 multitask and be able to support all processes they haveresponsibility for leading.

The nature of the work undertaken is public facing and of a sensitive nature. The post holder will need to demonstrate a professional and commercial outlook.

The majority of staff utilised at peak periods will be seasonal resource. An adaptable approach will be required to maximise potential in the workforce.
- Working within a regulated framework
- Attention to detail and careful analysis despite busy work load
- Attention to detail even with repetitive tasks
- Flexibility of working patterns during peak periods
- Reacting positively to change
- Adapting to the challenges created by the introduction of new qualifications or working methods
- Adapting to multiple/ different IT systems
- Supporting various stakeholders from different teams
- Influencing and working closely with colleagues
- Simultaneously managing multiple high priority tasks
- Restrictions on annual leave during peak periods

Individual Core Competencies
- Provides a customer focused service
- Communicate with influence
- Work with others to achieve goals
- Deliver goals in a changing environment
- Take a creative and innovative approach to work
- Maximises potential in self and others
- Managing others
- Strategic thinking

Additional Competencies
- Inspires and fosters team commitment, spirit, pride, and trust
- Facilitates cooperation and motivates team members to accomplish group goals
- Makes effective and timely decisions, even when data is limited, or solutions produce unpleasant consequences
- Perceives the impact and implications of decisions

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