Test Center Manager

3 days ago

Hong Kong, Central and Western District, Hong Kong SAR China Pearson Full time

Leadership

  • Line manager for all Test Centre staff with specific responsibility for employee relations, training & development, absence management and performance management

  • Recruit in line with agreed staffing levels and notify the Regional Manager of any staffing issues

  • Carry out 1:1 meetings, Performance Reviews and Development Reviews with staff as required

  • Oversee overall day-to-day operation of the PPCs or PTCs, co-ordinate activities and instructions from Regional Managers and support other Test Centre Management teams

  • Train new and existing staff to ensure successful recertification per guidelines

  • Create site staffing schedules, and collect Test Centre time keeping records

  • Support and implement the Company policies and procedures for Security, Quality, Health/Safety and Business Continuity arrangements that apply in the Test Centre.

  • Admit & accompany authorised site visitors as per the specified guidelines and update the necessary documentation

  • Serve as the local contact point for operations, building management, site security, deliveries, vendors, etc., and escalate issues to the Regional Manager as appropriate

  • Ensure personal responsibility for understanding and delivery of exams, following updates and changes to client requirements/testing, as they occur and provide updates to the team within the Test Centre

  • Undertake all accreditations, mandatory training, skills checks and attend management meetings, as required by the business

Customer Service/Communication

  • Provide and ensure a consistent high standard of customer service to all stakeholders at all times. Ensure candidate's needs, including those of candidates with special requirements, are met with understanding and respect

  • Ensure that any complaints or candidate issues are managed appropriately and support is provided to enable the team to achieve a satisfactory outcome and escalated to appropriate teams if not resolved

  • Communicate with technical support to investigate and assist in fixing technical issues and assist with update installations as required

  • Maintain timely and accurate communication, and professional relationships, with all contacts

Operational/Administration

  • Work alongside TA/TCA(s) to actively contribute to the day-to-day successful administration and invigilation/proctor of all tests delivered within the PPC

  • Maintain and update local site administration and documentation (including petty cash management, if applicable and as necessary)

  • Monitor supplies inventory, and order inventory when applicable within budget guidelines

  • Promote and maintain a safe and healthy working environment for candidates and staff

  • Ensure safe, secured and clean environment for candidates testing at the Test Centre along with the team of Test Centre Administrators

  • Strive for continuous improvement through the recognition and identification of potential areas where policies and procedures require change or where new processes may be developed and shared

  • Create and send other reports and information as requested by the Regional Manager

  • Comply with all incident reporting and escalation procedures

  • Adhere to all Company policies and procedures as noted in the formal documentation; especially IT, HR and Security

  • Support and deliver any events and alternative exam delivery processes as defined, both in permanent and temporary locations

  • Undertake reasonable additional duties to ensure the smooth running of the Test Centre

  • Perform any other duties as defined within the Test Centre Administrator job description

Security

  • Ensure all compliance standards are met relating to the Test Centre operation and that there is strict adherence to the stringent Pearson VUE security protocols within the Test Centre and take appropriate action following audits

  • Maintain confidentiality of all candidates and proprietary Pearson VUE information in accordance with local data protection laws

  • Ensure that the integrity and security of the exams are maintained and that they are invigilated/proctored to the required standard

Essential Experience and Qualifications

  • Supervisory experience in the management of teams and individuals, scheduling and cost control is preferred

  • Ability to communicate (written and verbal) in English

  • Strong communication skills both written and verbal, in both technical and functional areas

  • Experience in a customer facing role

  • PC literate, comfortable with the use of a full range of Microsoft Office and Windows Applications

  • Strong administration and reporting skills

  • Negotiating skills

  • Must enjoy working with people, be comfortable in a quiet environment, have effective management skills, and be able to work under pressure

  • Strong attention to detail and organisational skills

  • Ability to pass the Pearson VUE certification for Testing Administrator and achieve annual re-certification

  • Experience of a testing environment preferred

  • Prior experience of working remotely, without direct supervision, on a day-to-day basis is preferred

Working Arrangements/Environment

  • Some travel to other work locations may be required

  • Flexibility in work hours

  • Ability to lift up to 20 pounds

  • Working hours will be 41.25 hours (include break) per week

Who we are:

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing TalentExperienceGlobalTeam@grp.pearson.com.

Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.

Job: TESTING CENTER

Organization: Assessment & Qualifications

Schedule: FULL_TIME

Workplace Type: On-site

Req ID: 18962

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