Advanced Associate, Professional Services Mandaluyong City, PHL Workplace
Pearson · Remote
Job Title: Advanced Associate, Professional Services
The Qualifications Processing directorate consists of several areas, which work together to deliver General and Vocational Qualification operations throughout the year. This operation supports the delivery of accurate results to every candidate in each examination session. This is a customer focused team responsible for the delivery of over 10,000 training events for Teachers and Assessment Associates per year.
Key Accountabilities
To manage the data transfer of active Associates who are approved to book travel and accommodation checking the contracting logs to ensure any new additions are transferred
To liaise with the travel supplier regarding any issues with travel or accommodation
To ensure all bookings are processed within 24 hours
To support innovation and change to improve the processes and add quality to the outcomes
To ensure MI is maintained and updated regularly
To answer customer queries within SLAs
Liaising with relevant stakeholders to ensure that operational protocols are adhered to
To process end to end scheduling of visiting examiners booking travel and accommodation in line with centre visits
To flag issues and risks to the team manager
Key Challenges
It will be necessary for the post holder to quickly assimilate information on several distinct qualification suites, and to understand the differences in the management and delivery of these. They will also need to learn different areas of the business that also have associates that use the booking tool such as Test Inspections and Trainers.
The department is based in South Yorkshire, but many of our key stakeholders are based in the London office. Clear, effective communication channels are essential to the success of the department.
In order to keep up with the customer and business demands, the processes are rapidly changing within operations.
Due to the nature of the examination process, the volume of work varies through the year. A key challenge of this is working on multiple projects at a time.
The nature of the work undertaken is public facing and of a sensitive nature. The post holder will need to demonstrate a professional and commercial outlook.
Working within a regulated framework
Working to tight, and immoveable, deadlines
Attention to detail
Attention to detail even with repetitive tasks
Flexibility of working patterns during peak periods
Reacting positively to change
Adapting to the challenges created by the introduction of new qualifications or working methods
Adapting to mulitple/ different IT systems
Supporting various stakeholders from different teams
Influencing and working closely with collegues
Restrictions on annual leave during peak periods
Minimum Requirements:
Graduate of any 4-year course.
Has at least 1-year of Administrative or Back-office work experience as this is an entry-level role.
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Job: Customer Success
Job Family: GO_TO_MARKET
Organization: Assessment & Qualifications
Schedule: FULL_TIME
Workplace Type: Remote
Req ID: 26391