Overview
To serve the growing needs of Pearson’s exam delivery business, the Client Channel Operations Manager is responsible for supporting exam delivery through the implementation and on-going management of exam delivery solutions.
The appointed individual will report to the Head of Client Channel Operations, PTE and will help establish and maintain testing venues throughout the world with a focus on a designated geography. The Client Channel Operations Manager will research, identify and negotiate with multiple vendors from various fields to ensure adequate test delivery venue coverage and capacity.
It is the responsibility of the Client Channel Operations Manager to ensure that client program requirements are planned for and appropriately implemented in all associated testing venues. This role is also responsible for maintaining quality and security requirements and striving for process improvements and increased efficiencies. The Client Channel Operations Manager will frequently engage stakeholders and provide necessary updates and reports on program matters.
It involves understanding client requirements, setting-up timelines and implementation plans, negotiating priorities and contributions from other teams within Pearson organisations and external 3rd party suppliers, meeting company and client quality standards, and communicating and reporting both internally and externally.
Key Responsibilities
- Responsible for securing and maintaining exam delivery venues that will provide the required level of secure capacity and geographic coverage per regional and global expectations
- Work closely with Pearson’s Quality, Capacity and Sales Teams, to provide the necessary support to test centres
- Develop and utilize proactive monitoring processes to meet program expectations and global standards
- Support the business by ensuring that client satisfaction levels are achieved to a high standard and issues are recognised, documented and resolved
- Liaising with the wider Pearson team, and agencies where appropriate, to help deliver successful testing events, when needed
- Supporting other initiatives as provided by the Director, Test Administration Solutions where appropriate
- Develop strong relationships with Pearson colleagues to maximise effectiveness of exam delivery solutions
- Responsible for coordinating channel activity and exam delivery to ensure capacity demands are met; this may include contributing to the strategy for new channel expansion
- Ensure client satisfaction levels are achieved to a high standard and issues are recognised, documented and resolved
- Provide input to channel strategy for long term success of exam delivery
- Ensure adequate capacity and coverage is provided to meet forecasts
Key Activities
- Facilitate the establishment of testing venues to meet the requisite footprint for exam delivery
- Launch and provide ongoing management of new channel solutions
- Take part in the preparation of exam coordination and delivery reports
- Arrange and plan visits to select sites, as needed
- Work with stakeholders, trainers and document writers to ensure the provision of appropriate process, training and operational reports and documentation
- Participate in Channel Sales calls, as needed, and facilitate the on-boarding of new 3rd party test centres
- Raise awareness of localised testing challenges and implement appropriate resolutions
Essential Experience and Qualifications
- Enthusiastic, energetic team player who has the ability to work on their own, whilst possessing the ability to seek assistance and/or escalate concerns when required
- Degree educated
- Ability to work positively within a wider team
- Ability to succeed under remote supervision
- Ability to manage multiple projects and meet deadlines
- Ability to exceed customer expectations
- Comfortable presenting to senior-level stakeholders
- Ability to adapt to new business practices and respond positively
- Excellent English, both written and verbal
- Fully familiar with the Microsoft Office suite and associated packages
- Full valid and non-restrictive passport
Desirable Experience and Qualifications
- International work experience and cultural awareness preferred
- Experience of coordinating a range of event types
- Previous experience in educational services or testing businesses preferred
Required Competencies
- Ability to physically support manual handling of equipment
- Collaborative Working
- Commercial Awareness
- Commitment to Improving Quality
- Customer Focus
- Performance Maximisation
- Effective Communication
- Project Coordination/Management
Working Arrangements
- Flexibility to travel domestically and internationally as required
What to expect from Pearson
Did you know Pearson is one of the 10 most innovative education companies of 2022?
At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.
We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.
Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.
To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing ppsmhr@pearson.com.
Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.
Job: TESTING CENTER
Organization: Assessment & Qualifications
Schedule: FULL\_TIME
Req ID: 13803
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