TOpS Digital Processing Team Manager

The Company

Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com. 

At Pearson, we believe in the power of difference. Harnessing the unique skills, perspectives, and backgrounds of every employee helps us foster innovation and create the most effective solutions for learners around the world. That’s why we’re committed to ensuring that diversity and inclusion are embedded into everything we do. We foster a work environment that’s inclusive and diverse — and where our people can be themselves — so we can reflect the customers and learners we serve. 

Pearson were awarded the TOpS contract in April 2024, with the first test cycle to be completed in 2025/2026 window. The TOpS Digital Processing Team Manager will be supporting with ensuring that all set-up deliverables are met throughout the set-up of the TOpS project, meeting tight deadlines and ensuring that all processing criteria is met.   

The Role

The Digital Processing Team Manager will lead on the Digital Processing of examination material which is processed via the usual electronic path. Follow agreed quality processes to manage the Traditional Processing activities to ensure a secure delivery, whilst meeting service level agreements. 

• A full-time permanent role working 37.5 hours per week
• You will have a small team of direct reports who you will be responsible for.
• You will join our Digital Processing team which is part of the Qualifications Processing Department. The department consists of several areas which work together to deliver General Qualifications, Vocational Qualifications and On-demand Qualifications.
• The Digital Processing team are responsible for various processes, including the receipt, preparation and scanning of examination papers and the allocation of post result cases.
• You will be required to support other processing activities within the team as priorities dictate.

Key Accountabilities

People Management:

• Ensure a continuous improvement ethos drives the team throughout all areas and allow clear paths for team members to feedback improvements and changes to management
• Management of permanent and temporary staff, monitoring team workloads to ensure all operations are effectively managed throughout any given TOpS test cycle, providing support to other teams where required
• Work alongside the other team managers in the training and development of staff members to develop a multi-skilled, efficient high morale team
• To ensure staff are managed in accordance with Health and Safety policy and procedures

Customer Service:

• Develop a strong customer service ethos and working practice as standard within the team
• Develop and maintain professional working relationships with external and internal customers
• Ensure clear communication channels and SLAs are in place for the best service to and from any other stakeholders

Planning, Scheduling And Management Information:

· Work on the maintenance of work rates and team expenditure in order to forecast accurate annual staffing requirements and budget costs 

Digital Processing Activities:

• Manage orders through the Material Management System
• Manage processing of marked examination material through primary and exception scanning
• Management of the resolution of queries within defined time scales
• Manage and control the Post Results process ensuring all series levels are achieved
• Attend and update Closure and other meetings with stakeholders
• Utilisation of management information to effectively report on process progress
• Arranging and managing Lessons Learnt meetings and improvement opportunities
• Liaising/working in or with any operational team, where or when the need arises

Quality Management:

• Ensure adherence to the Code of Practice and Pearson procedures throughout all stages of the examination lifecycle
• To ensure all processes and procedures are fully defined, captured and controlled in accordance with the PQS ISO9001 Quality Management System and in line with 9 key disciplines
• Monitor audit outcomes and work with process/team leaders to ensure requirements and recommendations are resolved

Your rewards & benefits  

We know you’ll do great work, so we give a lot back with some of the best benefits in the business. We know one size doesn’t fit all, so our workplace programs meet the different needs of our diverse teams, and their families too. 

Please see our attractive UK benefits here: Pearson Jobs – Benefits