Operations Quality/Risk Manager

RM Results has established itself as an innovative market leader in its field providing industry-leading assessment software and data solutions designed to meet the growing demand for electronic (onscreen) marking and testing services from professional and educational examination awarding bodies and government departments.

The business is built on large, long-term contracts, working closely with customers to evolve and develop the services provided. This results in almost continuous change, generating new product requirements and modifying service offerings. Economic conditions in the UK and competitive pressures on RM Results customers are also driving demand to reduce the unit cost and increase quality of the support (more for less).

In addition to building on its significant UK market presence, RM Results is expanding with e-assessment contracts across the globe. This success demands ongoing product development as well as major service evolution.

All of these factors require the evolution and growth of RM Results high-profile, time critical service provision, taking into account changing requirements in support offerings, a direction of travel towards 24x7 coverage and the implementation and improvement of operations outside of the UK.

As the RM Results business grows there is a need for our operational quality and governance to evolve, helping to ensure that customers continue to receive the high levels of service they expect. The Operations Quality Manager will work closely with colleagues from across the business to shape and execute effective processes that will support this.

The primary purpose of this role is to ensure that effective operational governance and quality processes are implemented across RM Results. This will include the key areas of:

• Risk Management
• Management Reporting
• Operational Governance
• Service Level Management

In order to fulfil this role the job holder will need to communicate across the RM Results business at all levels up to and including the senior leadership team. Whilst not directly customer facing, success in this role will directly impact the quality of service delivered to our customers.

The job holder will use professional judgement to pro-actively identify and implement improvements to each of the key areas listed above

Key responsibilities

Risk Management
* Ensure the RM Results operational risk register is managed in line with group and RM Results risk management guidelines
* Pro-active analysis and management reporting of key risks
* Align risk management with other RM Results processes (e.g. Problem Management and Continual Service Improvement)
* Co-ordinate operational scenario planning in order to help ensure effective business continuity planning
* Co-ordination of local BCP with group level BCP

Management Reporting
* Pro-actively identify the correct business level measures required for management reporting
* Engage with teams to ensure data is available and reportable in order to ensure effective operational Management

Information reporting
* Continually review and refine management reporting to ensure that it remains aligned to senior team requirements as the business evolves

Operational Governance
* Support effective integration of processes across RM Results
* Chair operational governance meetings
* Management of operational governance action logs
* Support ISO accreditation activity

ITIL Service Level Management
* Effectively deliver the Service Level Management (SLM) ITIL process, supporting the SLM process owner

Skills & experience

• A manager who brings enthusiasm to their role
• ITIL experience, ideally with a minimum of ITIL Foundation
• Self motivated and able to work independently
• Eager to take on new responsibilities and experiences with the desire to develop their career
• Planning and organising, including the ability to appreciate urgency and the importance of tasks and to assist with effective prioritisation of the workload
• Excellent attention to detail
• Risk Management
• Presentation skills
• Excellent interpersonal and communication skills able to influence colleagues at all levels.
• Good business awareness / commercial knowledge and understanding of complex contracts and processes where necessary.
• Flexibility in terms of ability to take on a wide range of activities, ranging from Process development and management to contribution to delivering accurate and relevant reporting and governance.
• Improvement focus, identifying process issues and suggesting changes to make existing processes, management information and performance management more effective
• Ability to liaise effectively with other departments within RM Results
• Ability to communicate up to RM Results Board level
• Proficient user of MS Office products (Excel, Word, PowerPoint, SharePoint)
• Knowledge of the RM organisation, processes and systems would be a distinct advantage

Benefits

Working for RM you would be entitled to the following benefits:

• 25 Days Annual Leave (option to buy an extra 5 days)
• Performance Related Bonus Scheme
• Group Personal Pension
• Private Medical Healthcare
• Income Protection
• Life Assurance

The following voluntary benefits are also available:

• Childcare Vouchers
• Voluntary Dental Plan
• Voluntary Health Cash Plan
• Voluntary Critical Illness Cover
• Voluntary Health Assessments
• Cycle to Work Scheme
• Give As You Earn (GAYE)
• Employee Referral Scheme