Overview:
Would you like to help enrich the lives of learners around the world?
At RM, we’ve been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 20 million students and improving educational outcomes worldwide.
What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification; we partner with schools, examination boards, governments, and professional organisations globally to make learning more accessible, more engaging, and more impactful.
RM operates through three divisions: Assessment (digital assessment and marking solutions), Technology (managed services, hardware, and software for schools), and TTS (educational resources).
Within the assessment market we are experts in providing solutions for online exam testing and marking and the management and analysis of educational data. We work with government ministries, exam boards and professional awarding bodies for high stakes assessment such as GCSEs, A Levels, and professional qualifications. Each year, our software is used globally to conduct hundreds of thousands of on-screen tests and to mark millions of paper-based scripts. For over a decade we have been partnering with the world’s leading awarding bodies to deliver intuitive, secure, and reliable e-marking solutions.
Visit our website to find out more: www.rm.com/assessment
The Assessment Service Management (ASM) function sits within the Operations group of the Assessment division and is responsible for delivering the processes that support assessment examination cycles.
You will work closely with colleagues from across the business including other Operational teams and Customer Relationship Management to constantly evolve and improve the service we provide. To achieve this, you will need a process and customer orientated background.
We encourage early applications as the vacancy may close once the position has been filled or final interviews have been arranged.
Responsibilities:
An Assessment Service Delivery will be responsible for organising and delivering a range of Assessment Service Management team services for one or more customers. It is a customer facing role and will liaise with operational counterparts within customer and supplier organisations.
The primary functions of this role are to:
> Co-ordinate the operational delivery of Assessment Service Delivery e-marking and e-assessment services in each assessment session, service or pilot, from planning through to full reconciliation of candidate responses
> Ensure suppliers are given the required information to plan resources and capacity
> Represent the Assessment Service Management team across the RM business
> Manage and deliver quality checking and reconciliation activities for your customer(s)
> Build and maintain effective direct operational level relationships with suppliers and customers
> Ensure the Assessment Service Management day to day performance is monitored and reported on against the agreed operational delivery plans and service levels
> Supervise a team of temporary staff to deliver the Assessment Service Management activities required during an examination period
You will work closely with the Assessment Service Manager to constantly evolve and improve the service we provide.
Delivery
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Responsible for the end-to-end delivery for the Assessment Service Management processes required in an examination session or service, with activities from session planning through to reconciliation to session closure.
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Manage queries raised by the system users (examiners and awarding body admin teams) via investigation and interaction with third parties suppliers (scanning and data capture companies).
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Manage and deliver daily and weekly quality checks including checking accuracy of customer feed data to ensure a consistently high level of service quality.
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Manage and deliver the reconciliation activities for your customer.
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Contribute to the internal continual service improvement process for your customer(s).
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Be the point of operational contact for the customer for Assessment Service Management activities. This will involve attending customer conference calls, ad hoc requests and updates. Deliver a high level of customer care, providing regular updates and resolving any issues in a timely fashion.
Governance
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Monitor performance of your customer’s Assessment Service Management session activities against internal key performance indicators and external service level agreements and take action on under-performance for Assessment Service Management activities. Provide regular feedback to the Customer team meetings and own the production of the Assessment Service Management operational SLA report inputs for your customer.
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Contribute to the Assessment Service Management processes/documents for your customer (for example Exception Handling Guideline documents). Contribute to the RM accreditation activities to ISO standards, i.e. participate in internal and external audits, and maintain documentation to agreed standards.
Service Improvement
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Deliver internal process improvement activities for Assessment Service Management (e.g. outputs from lessons learnt), and contribute to process improvement activities or new service introductions in Assessment Service Management to ensure best practice across customers. Liaise with the Assessment Service Management Consultant, Customer Relationship Managers, Service Architect and Development teams when appropriate.
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Participate in end user testing as part of the on-going release cycle of RM software.
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Ensure test materials are available and prepared when required.
Experience:
The role will deliver against a number of contracts, ranging from small to large accounts. Due to the high stakes nature of eAssessment and the requirement to deliver over 10 million responses each summer, the job holder will be responsible for ensuring the quality of the Assessment Service Management delivery of the service and ensuring it is delivered both within timescales and within the SLAs. The job holder will be responsible for identifying opportunities for operational efficiencies within the Assessment Service Management activities and executing a plan for the implementation of these efficiency measures.
Experience
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Experience in a customer facing delivery role
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Experienced in the delivery of operational activities
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Experience of working with and reporting on KPIs
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Ability to be self-reliant, work under presser and prioritise workload
Behaviours/Skills
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Ability to deliver results meeting KPIs, SLAs and OLAs
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Ability to maintain quality output whilst demonstrating flexibility to changing demands and priorities in a high paced environment
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Demonstrable ability to identify and deliver improvements to products and / or services
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Ability to make informed decisions that directly affects team performance. Displaying good judgement in balancing the needs of the customer and RM
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Excellent written and verbal communication
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In addition, an advanced knowledge of MS Office Packages with the ability to learn new interfaces quickly and confidently.
Knowledge
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Knowledge of service or project management methodologies would be an advantage (e.g. ITIL, PRINCE)
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Industry experience of using MS Excel
