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    Knowledge Support Manager - Milton Keynes, Buckinghamshire, United Kingdom - AQA Recruiting

    AQA Recruiting
    AQA Recruiting Milton Keynes, Buckinghamshire, United Kingdom

    1 week ago

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    Description
    Knowledge Support Manager page is loaded Knowledge Support Manager

    Apply locations Milton Keynes time type Full time posted on Posted 3 Days Ago job requisition id R5361 At AQA, we're committed to advancing education and we're committed to our people.

    As the largest provider of academic qualifications in the UK, we mark over seven million GCSEs and A-levels each year and it's our people who make this happen.

    Knowledge Support Manager
    Permanent
    £Hybrid working
    ~ Can you shape a new role in knowledge management , lead change and make it your own?

    ~ You know how customers want to consume information in a digital way and can help to embed these methodologies across our Examiner (internally known as Associates) Community.

    Leading a team of two Training Subject Matter Experts, you will bring knowledge management to the forefront of what we do, providing a high-quality level of support to our Associates.

    Shape and roll out Knowledge Management across the organisation.
    Professional and personal development at your fingertips .
    Supportive and driven peer group and senior leadership team.

    Access to a pension which would see you paying in 7% and AQA contributing 11.Life Assurance, BUPA PMI, Electric Vehicle Leasing plan, Health cash plan, 35 hour working week, 25 days holiday and Christmas off increasing with services.

    The ability to unwind and focus on self-care through the full Headspace App and our Employee assistance and wellbeing programmes.

    Developing a single portal to provide associate accounts with task management, system access and a communication tool.

    Develop core knowledge management processes to support critical knowledge flow within and across the business to support e2e delivery.

    You'll collaborate with business leads and colleagues internally, who are subject matter experts in their field, to create useful and engaging knowledge articles and resources that enable effective support and drive self-service and first time resolution for our Associate Community.

    Work with the Training SMEs to create innovative strategies for delivery of training content using the latest research in behavioural science in the way people consume media and learn.

    Working with senior stakeholders to form a future strategy developing a successful operating model.

    Demonstrable experience in rolling out an innovative technology rich Knowledge management system, gathering and collating current data and content with a focus on continuous improvement.

    Change Management.
    Strong stakeholder management and influencing skills.
    You will have an inquisitive and innovative outlook to investigate data analysis.

    The Associate Support Manager will work with the wider business, lead on the development and delivery of an innovative support strategy which provides associates with omnichannel experience for training, knowledge management and queries.

    Reporting to the Head of Associate Services, and a member of the wider Associate Management Team, this role will be accountable for ensuring our associate community is prepared for and supported with regard to AQA systems, processes and regulatory requirements, with support delivered in line with relevant industry standards.

    This role is responsible for delivering first class support to the associate community ensuring high levels of satisfaction and will work closely with the head of Associate Experience.

    Each year AQA works with a community of around 40,000 Associates to design, produce, mark and award high-stakes qualifications for more than one million young people both in the UK and overseas.

    Many of these examiners are qualified teachers and academics; Some use their expertise in curriculum design, assessment writing, and pedagogy to design and develop our specifications, our assessments, our CPD offering, and supporting our customer.

    Our team comprises of around fifty core colleagues, (which increases at times of peak activity) including colleagues focused on Associate Resourcing, Contracting, Fees, Training, Process Development, and Experience.

    Support

    Lead on the design, implementation, and maintenance of a core knowledge management programme to support critical knowledge flow regarding associates across the business to support end to end delivery.

    Enable associates to use self-service channels for information from point of contact to completion of work to ensure that AQA is easy to do business with

    Work with associate facing teams to define and document knowledge management content, ensuring training guides, help files, reference data and tutorials are maintained, continuously improved and align with training materials and AQA policies.

    Monitor the effectiveness of knowledge management and connected IT tools and systems.
    Monitor and evaluate the knowledge management programme, including the use of external benchmarking to enable continuous improvement.

    Research new capabilities in line with the latest industry trends for user self-help tools from both a technology and user innovation perspective.

    Lead the associate training team to create innovative strategies for delivery of training content using the latest research in behavioural science in the way people consume media and learn.

    Ensure ROI is demonstrated across all plans and initiatives, driving business wide KPIs and using relevant industry metrics for benchmarking performance.

    Effectively use data and management information to provide reports to the Director of Associates and other senior stakeholders.

    Build consistency across all associate facing functions so that associates receive a high standard of service across all teams.

    Work in partnership with associates, creating a positive experience for associate training and contact management to ensure high levels of annual retention rates.

    Team Management
    Effectively use data and KPI's to evidence the performance of the team and delivery of outcomes.
    Produce high levels of performance from direct reports and teams providing clarity, challenge, feedback and coaching.
    Management of risks that could impact delivery.

    Develop, monitor and maintain plans to mitigate these risks, reporting and escalating as relevant to stakeholders to highlight the possibilities.

    Clear understanding of the principles of knowledge management and up to date with the latest technology/social tools that support knowledge management.

    Knowledge and experience of how the delivery of a high-quality training programme is integral to the provision of a first-class support model.

    Experience of working at a strategic level, managing senior leader relationships including stakeholders with excellent influencing skills and delivering change through matrix management rather than hierarchical relationships.

    Able to think strategically with strong planning, organisation and prioritisation skills, leading teams to drive performance.
    Confident and effective communicator, creative and self-motivating with strong problem-solving skills.

    AQA is an independent charity that sets and marks over half of all GCSEs and A-levels in the UK every year.

    Our purpose is to advance education by helping students and teachers to realise their potential.

    To help drive these ambitions, AQA invests in the development of its people by offering a range of professional development and learning opportunities leading to over 50% of our permanent roles being filled internally.

    Please note that Faye will not be able to assist you with enquiries regarding Temporary vacancies or non-recruitment enquiries.

    If you have query regarding Temporary vacancies, please contact:

    Hybrid Working
    We're operating a hybrid working model. This allows for our colleagues to work from two days a week in one of our offices across England.

    AQA is an equal opportunities employer and welcomes applications from all sections of the community regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique.

    Please note that due to the confidential nature of our work, we are unable to employ people for our temporary roles who are currently a candidate for Key Stage 4 and 5 public examinations.

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