Hybrid Operations Leader: Process & People Excellence

Cambridge University Press & Assessment; Whittlesford; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

28 days annual leave + bank holidays

Private medical and permanent health保险

Discretionary annual bonus

Group personal pension scheme

Life assurance up to 4x annual salary

Green travel schemes

Job summary

Cambridge University Press & Assessment seeks a capable leader to guide a team of Assessment Operations Coordinators and Senior Coordinators. You will oversee workload, quality, and delivery while managing recruitment, training, and performance support to sustain high-quality examination services.

You will identify risks, drive improvements, and ensure regulatory compliance across processes. Strong stakeholder engagement and change management are essential in a fast-paced environment.

Qualifications

• Experience leading operational teams and delivering high-quality service.
• Strong communication, problem-solving and stakeholder management skills.
• Ability to manage multiple priorities and drive process improvements.
• Experience identifying and mitigating operational risks and issues.

Responsibilities

• Leading and developing a team of Assessment Operations Coordinators and Senior Coordinators.
• Monitoring workload, quality, and delivery against deadlines.
• Managing recruitment, onboarding, training, and performance support.
• Identifying, investigating, and mitigating risks and issues.
• Ensuring compliance with regulatory and business processes.
• Creating, reviewing, and approving process documentation and work instructions.
• Driving continuous improvement to processes, documentation, and ways of working.
• Building strong relationships with internal teams and external stakeholders.
• Supporting resolution of customer queries and escalations.
• Delivering training, inductions, and ongoing capability development.
• Contributing to operational improvement initiatives and project activities.
• Promoting a positive, inclusive, and high-performing team culture.

Skills

Team leadership

Customer service

Stakeholder management

Problem solving

Communication

Change management

Education

Project management qualification

Tools

SAP

Visio

Job description

Cambridge University Press & Assessment seeks a capable leader to guide a team of Assessment Operations Coordinators and Senior Coordinators. You will oversee workload, quality, and delivery while managing recruitment, training, and performance support to sustain high-quality examination services.

You will identify risks, drive improvements, and ensure regulatory compliance across processes. Strong stakeholder engagement and change management are essential in a fast-paced environment.