Head of Exam Management

**About the Role**:
The Head of Test Delivery Operations oversees the exam delivery services of Janison’s Test Delivery Operations (JEM/AAS) team, managing the delivery of in-person exam events across educational and professional sectors. The role is responsible for ensuring high-quality, efficient, and cost-effective operations, aligning with Janison's strategic initiatives, and driving continuous improvement and scalability. This includes overseeing the recruitment, training, and management of large-scale casual workforces and optimising processes for long-term sustainability and governance.

**Duties & Responsibilities**:

- Strategic Oversight: Lead and manage the end-to-end delivery of in-person assessment events, ensuring alignment with Janison’s Strategic objectives
- Operational Efficiency: Develop and implement strategies, policies, and processes to enhance governance, efficiency, and resource management.
- Team Management: Manage, support, and develop the Test Delivery Operations team, ensuring a collaborative and high-performing culture.
- Casual Workforce Management: Oversee the recruitment, training, and compliance of casual staff, maintaining adherence to Fair Work guidelines and other regulatory requirements.
- Event Planning and Execution: Ensure smooth execution of high-stakes assessment events, from venue management to invigilation and logistics.
- Customer Engagement: Build and maintain strong relationships with key clients to drive customer satisfaction and retention.
- Performance Improvement: Monitor and optimise team performance, implementing initiatives to improve efficiency, cost control, and service quality.
- Financial Management: Manage budgets (CAPEX and OPEX) and ensure events are delivered profitably, meeting financial targets and avoiding project overruns.
- Risk Management: Proactively identify and mitigate risks associated with event delivery and workforce management.
- Collaboration: Work with cross-functional teams, including Test Delivery Operations (BizOps) and IT, to unify operational activities and drive strategic outcomes.

**Performance Goals & Key Performance Indicators**:

- Deliver assessment events with a gross margin (GM) of 55% or higher.
- Achieve event delivery within 20% of Janison’s standard Service Level Agreements (SLAs).
- Maintain a Net Promoter Score (NPS) of 80% or above from customer feedback.
- Ensure efficient and compliant casual staff management, reducing onboarding and training costs.

Direct reports: 6

Indirect reports: 10

**About You**

Essential:

- Proven experience in managing large-scale exam delivery operations (in-person and digital).
- Financial acumen with experience in budget management.
- Strong leadership and team-building skills, particularly in managing casual workforces.
- Ability to build and maintain positive client relationships.
- Experience in operational and process efficiency improvement.
- Clear and effective communication skills, both verbal and written.

Desirable:

- Experience in event management and/or equivalent qualifications.
- Technical proficiency to quickly learn new software and tools.
- Problem-solving and negotiation skills.
- Experience with project management concepts, including planning, execution, monitoring, and risk management.

**Why Janison?**

We are a purpose driven organisation, offering a flexible approach to work. We understand one size doesn’t fit all, so whatever works for the business, the team and your role - means endless possibilities for the flexibility you need.

We also offer:

- Access to our Employee Share Ownership Program. We will match your shares of up to $2,000 per year
- A fifth week of annual leave (conditions apply), a day off for your birthday and various ‘freebie days’ throughout the year
- Parental leave benefit including paid leave, continued super contributions and more
- Remote work - we don't mandate working from the office
- Annual pay review and bonus program
- A focus on virtual engagement and inclusivity to support our distributed workforce across the globe
- A focus on development and upskilling opportunities (if that’s what you’re after)

For a glimpse into Janison’s culture and to see our regular employee updates, follow Janison on LinkedIn. We’d love you to be part of our community

**Next Steps**

We can’t wait to hear from you