Head Of Exam Management

**Position Summary**

The Head of Exam Management is a senior leadership role responsible for driving operational excellence, process transformation, and high-performing team leadership across Janison's Test Delivery Operations. This role will oversee the successful delivery of large-scale, in-person exam events across education and professional markets. The position requires a strategic leader who can optimise operational efficiency, transform processes for scalability, and build a resilient, high-performing workforce to support Janison's continued growth and reputation for excellence.

This role works closely with the Executive Leadership team to align operational strategies with business priorities and deliver sustainable, measurable results.

**Duties & Responsibilities**

**Strategic Oversight**
- Lead and manage the end-to-end delivery of in-person assessment events, ensuring alignment with Janison's strategic objectives.
- Develop and implement strategies to ensure operational scalability, process efficiency, and governance across all exam delivery activities.

**Operational Excellence**
- Drive continuous improvement initiatives to enhance operational efficiency, resource management, and cost-effectiveness.
- Oversee financial management, including CAPEX and OPEX budgets, ensuring exam delivery achieves profit targets and operates within financial forecasts.
- Implement and refine risk management frameworks to proactively identify, mitigate, and manage risks associated with event delivery.

**Process Transformation**
- Lead the optimisation and transformation of delivery processes to ensure scalability and consistency in operations.
- Collaborate cross-functionally with IT, BizOps, and other business units to implement technology solutions that streamline workflows and reduce manual effort.
- Standardise event planning, execution, and governance frameworks to ensure compliance and quality.

**People Leadership**
- Inspire and develop a high-performing Test Delivery Operations team, fostering a culture of accountability, collaboration, and growth.
- Oversee the recruitment, onboarding, and management of a large-scale casual workforce, ensuring regulatory compliance and cost optimisation.
- Drive workforce engagement and capability development to enhance delivery outcomes and team performance.

**Customer & Stakeholder Engagement**
- Build and maintain strong relationships with key clients and stakeholders to ensure satisfaction and operational excellence.
- Serve as the escalation point for event-related challenges, ensuring swift resolution and proactive communication with stakeholders.
- Use client feedback and performance data to drive improvements in processes, service quality, and customer outcomes.

**Performance Goals and Key Performance Indicators**
- Deliver assessment events profitably with a gross margin (GM) of 55% or higher.
- Achieve on-time event delivery within 10% of Janison's standard Service Level Agreements (SLAs).
- Maintain a Net Promoter Score (NPS) of 80% or above from customer feedback.
- Reduce onboarding and training costs for casual staff while ensuring operational compliance and performance standards.

Direct reports: 7

Indirect reports: 10

**Experience, Skills and Qualifications**

Essential:

- Proven experience in senior leadership roles, managing large-scale exam delivery or operational event management.
- Strong operational leadership skills with demonstrated success in driving process optimisation and transformation.
- Experience managing budgets, delivering profit margins, and optimising financial performance.
- Exceptional people leadership skills, with a focus on building, developing, and engaging teams.
- Demonstrated ability to manage large casual workforces, ensuring compliance and operational efficiency.
- Strong risk management, governance, and strategic planning skills.
- Ability to build strong relationships with clients and stakeholders to achieve operational outcomes

Desirable:

- Experience with technology-enabled process improvements or automation initiatives.
- Qualifications or equivalent experience in event management, project management, or operations leadership.
- Experience in education, assessment, or professional services sectors.