Pearson Education Asia Limited

Test Center Manager - Hong Kong

Job Details

Company Overview

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 confidentially 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 WindowsApplications
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