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Business Process Associate Lead

2 months ago

Guildford, Surrey, United Kingdom AQA Full time
Position Overview

Objective:

To oversee the end-to-end business processes that facilitate interactions with associates, leveraging in-depth knowledge from both internal and associate viewpoints.

Drive process enhancements through effective collaboration with teams that engage directly with associates, conducting regular assessments to identify and implement improvements that enhance the overall associate experience.

Formulate and uphold a roadmap for changes and enhancements throughout the associate lifecycle, prioritizing needs and managing timelines efficiently.


Context:

AQA collaborates annually with a network of approximately 39,000 associates to design, produce, evaluate, and confer high-stakes qualifications for over 1 million students both domestically and internationally.

Most of these examiners are qualified educators and scholars, tasked with evaluating student examination scripts according to established mark schemes, enabling the delivery of results such as GCSEs and A-Levels.

Some utilize their expertise in curriculum development, assessment creation, and pedagogy to craft and enhance our specifications, assessments, continuous professional development offerings, and support for our clientele.

The Associate Management team is responsible for the recruitment, contracting, onboarding, and retention of this essential community.

In collaboration with internal departments like Assessment Design, Assessment Production, Marking, Preparation, Moderation, and Post-Results, our team ensures that requirements are documented, demand is anticipated, resources are allocated, and that our associates enjoy a positive experience while working with AQA.

Our team consists of around 30 core members, with numbers increasing during peak periods, and is part of a larger department of about 50, including colleagues dedicated to providing services for all associate-facing teams, encompassing Contracting & Fees, Associate Training, Process Development, and Associate Experience.


Key Responsibilities:
  • Develop and maintain a model for the associate lifecycle to articulate a vision for future operational methods.
  • Coordinate the creation and analysis of process maps for all associate-led activities.
  • Serve as the Associate Subject Matter Expert for any technical projects or program initiatives, ensuring that changes to associate-led processes are thoroughly assessed and approved prior to implementation.
  • Identify and document associate pain points throughout service delivery, advocating for associate user requirements as part of our technology roadmap.
  • Ensure effective collaboration with associate-facing teams to foster understanding of the overall associate experience and pinpoint improvement opportunities.
  • Work in partnership with the Associate Management team to identify challenges and propose viable solutions that streamline bulk associate recruitment and onboarding.
  • Develop and maintain a change roadmap for associates to coordinate and monitor changes to processes.
  • Collaborate with stakeholders to ensure adherence to processes across various business areas, providing support for monitoring and compliance.
  • Measure and report on the impact of implemented changes, including collaboration with the Nexus development team and outcomes from Associate Program implementation.
  • Oversee technical requests and issues related to the associate experience, ensuring resolution.
  • Collaborate with stakeholders, such as Associate Training Managers, to ensure that any changes made are accurately reflected in training materials.

Essential Knowledge and Skills:

To excel in this role, candidates should possess:

  • A comprehensive understanding of AQA's operational context and its primary stakeholder and customer groups.
  • Extensive expertise in process improvement, business justification, and requirement prioritization.
  • Strong analytical skills in evaluating the effectiveness of business processes and in creating and modifying process documentation.
  • The ability to engage with colleagues at all organizational levels, including the Executive Team, to articulate business requirements.
  • Solid project management capabilities and financial acumen, with the ability to manage plans and budgets effectively.