Supervisor Channel Operations

**Overview**

To serve the growing needs of Pearson’s event testing business, the Event 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 Director of Test Administration Solutions, co-manage the local Event Team and will be part of a global event testing team structure with a concentrated focus on events in the SAARC Region. The Event Manager will research, identify and negotiate with multiple vendors from various fields to ensure adequate test delivery coverage and capacity.

It is the responsibility of the Event 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 Event Manager will also ensure that all stakeholders are made aware of local program matters.

The Event Manager will be expected to learn and understand all client requirements, develop timelines and implementation plans, negotiate priorities and contributions with other teams within Pearson organisations and external 3rd party suppliers, meet company and client quality standards, and communicate and report both internally and externally with all stakeholders.

**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
- Working closely with Pearson’s Quality, Capacity, Sales, CCOM and Channel Care Teams, provide the necessary support to test centres
- Directly manage one or more team members
- Develop and implement 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
- Liaise with the wider Pearson team, and agencies where appropriate, to help deliver successful testing events
- Support other initiatives as provided by the Director of 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 is provided to meet forecasts

**Key Activities**
- Develop, maintain and manage multiple project plans associated with ensuring successful exam delivery through various channels
- Facilitate the establishment of event solutions to meet the requisite footprint for exam delivery
- Launch and provide ongoing management of new event solutions
- Propose and implement new ways of working and/or processes
- 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
- Raise awareness of localised testing challenges

**Essential Experience and Qualifications**
- Experience with managing relationships with multiple vendors and stakeholders from various fields
- Experienced and fully competent professional with in-depth knowledge of managing projects who works with mínimal guidance to solve complex problems
- 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
- Can communicate complex information to colleagues and clients in a way that can be easily understood
- Ability to directly and indirectly lead and supervise employees
- Ability to succeed under remote supervision and make operational or moderately complex decisions without guidance
- Ability to use diplomacy skills to persuade and influence colleagues in other departments or external customers / agencies
- Ability to exceed customer expectations
- 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 in coordinating a range of event types
- Degree educated preferred
- Previous experience in exam delivery and test centre operations preferred

**Required Competencies**
- Project Management
- Collaborative Working
- Commercial Awareness
- C