Assessment Operations Manager

Role context and purpose:

The Assessment Operations Manager is responsible for the end-to-end management and oversight of assessment and examination delivery, ensuring high-quality, timely, and compliant outcomes. The role provides leadership to a team of assessors, invigilators, and assessment services staff, overseeing planning, scheduling, workforce coordination, performance monitoring, and continuous improvement across all assessment operations.

The Assessment Operations Manager plays a pivotal role in ensuring assessments are delivered securely, fairly, and in line with regulatory, organisational, and awarding body requirements, supporting the organisation's strategic, operational, and quality objectives.

Key Responsibilities:

Leadership & Team Management

• Lead, develop, and support the assessment operations team to achieve organisational goals and deliver excellent client outcomes.
• Provide coaching, mentoring, and performance management to build capability and maintain high standards.
• Lead by example, upholding our company values while managing, coaching, and developing team members to foster engagement, growth, and high performance.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Demonstrate flexibility and adaptability in responding to changing priorities, needs, and environments.

Planning & Scheduling

• Plan, schedule, and oversee delivery of assessments and examinations across multiple locations and online platforms.
• Manage workforce deployment and assessor scheduling to ensure adequate coverage, efficiency, and quality delivery.

Assessment Delivery & Quality Assurance

• Ensure assessments are delivered securely, fairly, and in accordance with organisational policies, regulatory frameworks, and quality standards.
• Monitor assessor performance through observation, audits, feedback, and data insights to ensure consistency and compliance.

Stakeholder Engagement

• Build and maintain strong relationships with assessment centres, providers, examiners, assessors, and delivery partners to ensure readiness and effective coordination.
• Collaborate with internal functions, including the Awarding and Assessment team, to align operational practices with quality and regulatory standards.

Candidate Experience & Issue Resolution

• Oversee candidate communications, issue resolution, and escalation of complex cases to maintain fairness and integrity.
• Ensure accessibility, responsiveness, and a consistently high standard of service for all candidates.

Operational Governance & Reporting

• Maintain accurate records of assessment activities, performance data, and outcomes.
• Prepare regular operational reports on delivery performance, risks, and improvement actions for senior management and governance bodies.

Continuous Improvement & Transformation

• Maintain a continuous improvement mindset by seeking opportunities to enhance team performance, processes, and outcomes.
• Lead improvement initiatives to enhance assessment processes, systems, and tools, driving efficiency and effectiveness.
• Identify opportunities for automation, efficiency, and enhanced customer satisfaction.

Budget & Resource Management

• Support budget planning and resource allocation to ensure effective use of staff, systems, and external services.
• Monitor cost efficiency while maintaining service quality and compliance standards.

Third-Party Management

• Oversee the performance of external platforms, suppliers, and partners supporting assessment delivery.
• Ensure service level agreements (SLAs) and contractual standards are met.

PERSON SPECIFICATION

Education & Qualifications

• Bachelor's degree (or equivalent professional experience) in Business Administration, Information Technology, Management, or a related field.

Experience

• Significant experience in service delivery, operations management or customer service leadership.
• Experience in assessment administration, examinations or related operational/education environment.
• Relevant experience in assessment, education, or training delivery management.
• Strong leadership, team management and people development experience.

Competencies & Skills

• Strong organisational and time-management skills, with the ability to prioritise tasks and manage multiple deadlines.
• Effective line management experience, including coaching, mentoring and performance management.
• Excellent communication and interpersonal skills, able to work with staff, candidates and external partners.
• Attention to detail and commitment to accuracy in assessment processes and record-keeping.
• IT literate, including proficiency with MS Office and assessment/learning management systems.
• Analytical and reporting skills to monitor performance and identify improvement opportunities.
• Problem-solving skills with a proactive, positive and solution-focused approach.

Knowledge

• Experience in education, training or qualifications administration.
• Knowledge of awarding body or regulatory requirements.
• Understanding of quality standards, regulatory compliance or assessment frameworks is desirable.

Special Conditions

• Some offsite visits to clients, partners and suppliers may be required.
• Travel to other BCS offices may be required.
• Some out-of-hours working including weekends may be required.

Job Types: Full-time, Permanent

Pay: Up to £45,000.00 per year

Work Location: In person