Pearson Centre Management Analyst in United Kingdom
Centre Management Analyst
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
The Centre Management Team take overall responsibility for identifying where risks exist in the quality of teaching, learning and assessment in schools and colleges (centres), both in the UK and internationally, for Pearson’s portfolio of vocational qualifications. The team are the point of contact across the business for managing risks to the quality of programme delivery and centre/qualification approvals issues. The team is made up of approximately 25 people, including a number of home-based staff in the UK and internationally.
Support/manage the analysis and administration within Centre Management, of management information, both routine and occasional, and review of key trigger points within set qualification areas.
Supporting and supervising the Quality Standards team.
Identification and escalation of key trends, risks and issues within these qualification areas
Triangulation, presentation and escalation of information sourced within these qualification areas
Production and presentation, both in person and written, of the above information to regular meetings.
Monitoring actions raised and tracking progress against milestones.
Production and maintenance of centre profiles, within set qualification areas, for a range of internal key stakeholders across all levels.
Updating, administration of and reporting on key management information including learner registration, withdrawal, completion timings, volumes and growth plus predicted future management information.
Maintenance of departmental reporting dashboards.
Maintenance of departmental logs regarding; risks and issues; policy gaps; process gaps; regulatory actions and recommendations.
Development and maintenance of centre profiles.
Production of templates for centre profile summaries for top level stakeholders.
Identification if key trigger points for potential risks/issues from management information.
Identification of inactive centres and programmes.
Logging of key internal and external reporting mechanisms into centre profiling, including QAA; Ofsted; Quality Management and Review, Academic Management Review, Standards Verification; Investigation and changes in Tier 4 status.
Triangulation, presentation and escalation of the outcomes from Quality Management.
Working across departments and business divisions within Pearson to monitor actions and obtain information as required.
Standard Pearson hours, to be agreed with line manager at start. There may be a requirement to work outside of normal hours on occasion, subject to mutual agreement with line management.
Personal skills, knowledge and attributes
Flexible attitude and willingness to help other teams as required.
Good communicator – written and verbal.
Good IT skills.
Able to work under pressure.
Excellent customer service.
Competencies - Skills, Abilities, and Knowledge:
Edexcel Core Competencies- Managing Self
Providing a Customer Focused Service
Being Commercial in our Approach to Work
Delivering Goals in a Changing Environment
Influencing Others to Make Things Happen
Maximising the Performance and Potential of Self and Others
Additional Competencies (Skills, Abilities and Knowledge) required to perform the role:
Must have good customer service focus and be responsive to both internal and external customers
Strong communication, negotiation, and presentation skills
High degree of initiative and independent judgment; strong attention to detail
Strong interpersonal and relationship building skills
Previous Work Experience:
Experience of working in a customer-facing role
Experience of responding to customer enquiries by telephone and in writing
Educated to degree level or equivalent
Experience in handling customer complaints
An understanding of the UK examinations system
Experience in designing and delivering improvements to customer service processes
Personal Style and Behaviour:
Professional with a flexible and helpful attitude
Able to work effectively in a dynamic and demanding environment
Primary Location: United Kingdom
Employee Status: Regular Employee
Job Type: Standard
Shift: Day Job
Job Posting: Oct 11, 2018
Job Unposting: Oct 25, 2018
Schedule: Full-time Regular
Req ID: 1813356
Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.