Job Description

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