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Milton Keynes

    Knowledge Support Manager - Milton Keynes, United Kingdom - AQA

    AQA
    AQA Milton Keynes, United Kingdom

    3 weeks ago

    Default job background
    Full time
    Description
    Description

    Summary

    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.

    Landscape

    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; responsible for marking completed student exam scripts to preset mark schemes, enabling us to deliver results including GCSEs and A-Levels.

    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.


    Activities
    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.


    Associate Experience

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

    Promote opportunities to demonstrate where associates are advocates of AQA.

    Leverage relationships with internal and external stakeholders and work collaboratively to identify improvements to create a positive associate experience.


    Team Management
    Build high performing teams that are ambitious, have a shared purpose, work collaboratively and are results focused. Effectively use data and KPI's to evidence the performance of the team and delivery of outcomes.
    Guide, develop and inspire the team through consistently exemplifying our values and behaviours internally and externally.
    Produce high levels of performance from direct reports and teams providing clarity, challenge, feedback and coaching.

    Develop those in your team ensuring there are regular meetings and a development programme in place for each person.


    Other Accountabilities

    Drive and deliver continuous improvement, through leading the teams in implementing and embedding change, across people, processes and technology.

    Ensure the correct allocation of resources to drive associate satisfaction and deliver measurable and significant value to the business.

    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.

    Create innovative approaches to problems, forming and maintaining strong relationships with key stakeholders, even though challenging circumstances.

    Where business needs change, to undertake other responsibilities which are of a commensurate level outside the terms of this role profile.


    To be successful in this role you will need:

    Extensive understanding of relevant business process and organisational change methodologies, tools and techniques, with a proven track record in developing, implementing and embedding change.

    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.

    Experience of translating vision into achievable goals and provide clear direction to achieve organisational objectives.

    Outstanding customer focus, with expertise in focusing own and team's work to the best outcome from the customer perspective.

    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.
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