Operations Manager

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Job Description

Permanent Full-time

Location: Hybrid, Sale

Reports to: Head of Operational Services

Salary: £40,000

Line Management Responsibilities: Yes

Overview

Training Qualifications UK is a market leader in technical education. We work with over 500 schools, colleges, universities, and training providers across the world to provide qualification certificates, endorsements, and apprenticeships to over 150,000 learners.

What\’s the secret to our success? Simply put, we do things differently here!

We are seeking a quality-focused and results-driven Assessment Operations Manager to lead our Assessment Readiness and Assessment Bookings functions. This is a critical management role in a regulated, high-volume environment where precision, consistency, and service excellence are essential. You will be responsible for driving high performance across two operational teams, ensuring that every process is delivered to the highest standards and in line with strict service level agreements.

With a strong eye for detail and a passion for continuous improvement, you\’ll take ownership of key pre-assessment processes, ensuring learners are fully supported and operational risks are minimised. You\’ll work closely with a Team Leader to set clear expectations, embed a culture of accountability, and use data and audit outcomes to monitor quality and drive improvement.

If you\’re someone who leads by example and takes pride in delivering measurable results, this role offers the opportunity to make a real impact.

Key Responsibilities

• Lead and manage the Assessment Readiness and Assessment Bookings teams, ensuring all pre-assessment activities are delivered efficiently, accurately, and in line with organisational and regulatory expectations.
• Take full ownership of pre-assessment operations, maintaining oversight of all processes from initial learner readiness through to final assessment scheduling.
• Oversee the Reasonable Adjustment (RA) and Special Consideration (SC) process, ensuring requests are assessed and implemented with accuracy, sensitivity, and in line with compliance with regulatory standards, supporting fair and equitable access to assessment for all learners.
• Manage and oversee a team of Coordinators and Officers that schedule and coordinate assessments and exams across multiple formats and platforms, including initial bookings, resits, cancellations, and internal quality assurer (IQA) allocations.
• Ensure robust and accurate Gateway reviews are completed as part of the readiness process, verifying that all required evidence is in place before learners progress to assessment.
• Support the Team Leader in setting and maintaining high performance expectations.
• Support the Team Leader in conducting audits of team outputs, reviewing outcomes, and ensuring findings are reported upwards for action and oversight.
• Ensure all pre-assessment processes are audit-ready, meet service level agreements (SLAs), and are continuously improved to support a high-quality learner experience

Other Responsibilities

• Conduct regular performance reviews, 1:1s, and team meetings to ensure high performance, accountability, and staff development.
• Actively manage individual and team performance, setting clear expectations, addressing underperformance promptly, and recognising strong contributions.
• Monitor team capacity and workflow, proactively identifying and addressing resourcing needs to maintain service levels.
• Monitor team performance and process effectiveness using data and reporting tools, identifying areas for improvement and implementing changes to enhance service delivery.
• Ensure systems are used effectively to support operational workflows.
• Work collaboratively with the wider management team to improve cross-functional processes and ensure consistency across departments.
• Ensure alignment with organisational goals and keep the Head of Operational Services informed of key developments, risks, and progress.
• Provide regular MI reports and updates to the Head of Operational Services, highlighting performance trends, risks, and opportunities for improvement.

Key Requirements

• Proven experience in managing operational processes.
• Previous line management experience – 3 years minimum.
• Strong leadership and people management skills.
• Excellent organisational and problem-solving abilities.
• High attention to detail and commitment to quality.

Desirable Requirements

• Proven experience in managing complex operational processes in an education, training, or assessment environment.
• Strong understanding of assessment regulations, including RA/SC and Gateway processes.
• Previous experience in a similar role.

Key Characteristics

Here are just a few of the essential softer skills you will need to successfully join our team:

• Detail-oriented: Able to manage complex processes with precision, ensuring accuracy and compliance across all pre-assessment activities.
• Process-driven: Comfortable owning and refining operational workflows, with a strong focus on efficiency, consistency, and continuous improvement.
• Collaborative leader: Skilled at supporting and developing teams, working closely with a Team Leader to set high standards and foster a culture of accountability and performance.
• Learner-focused: Committed to delivering a high-quality experience for learners, particularly in ensuring fair access through Reasonable Adjustments and Special Considerations.
• Resilient and adaptable: Able to manage competing priorities, respond to operational pressures, and act as a point of escalation or overflow support when needed.
• Performance-focused: Comfortable managing performance, giving constructive feedback, and addressing issues directly to support continuous improvement and team development.

Key Benefits

• Training, Qualifications & Apprenticeships. It\’s what we do!
• 25 days annual leave plus 8 days Bank Holiday (33 in total)
• Additional annual leave day each year, after 2 years of continuous service (up to 28 days)
• An extra day off to celebrate your birthday
• Annual Loyalty Bonus
• Annual salary review
• Bupa Healthcare benefits
• Employee Assistance Programme (EAP)
• NEST pension
• Cycle to work scheme
• A positive and supportive working environment
• Comprehensive onboarding
• A workplace that supports a healthy work/life balance.

*We are an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Should you require any additional support during the recruitment process due to a disability, please contact us so we can assist you.

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