Knowledge Support Manager

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Knowledge Support Manager Apply
locations
Milton Keynes
time type
Full time
posted on
Posted 3 Days Ago
job requisition id
R5361
At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over seven million GCSEs and A-levels each year and it’s our people who make this happen. Knowledge
Support
Manager London or Milton KeynesPermanent£70,000 - £74,000Hybrid workingCan you shape a new role in knowledge management, lead change and make it your own?Do you want to be part of a forward focused, digitally diversifying organisation that strives to never let a learner down?You know how customers want to consume information in a digital way and can help to embed these methodologies across our Examiner (internally known as Associates) Community. Purpose Leading a team of two Training Subject Matter Experts, you will bring knowledge management to the forefront of what we do, providing a high-quality level of support to our Associates. What's in it for you?
Shape and roll out Knowledge Management across the organisation.
Strategic influence
and impact.Professional and personal
development at your fingertips . Supportive and driven peer group
and senior leadership team.Access to a pension which would see you paying in 7% and AQA contributing 11.5%.Life Assurance, BUPA PMI, Electric Vehicle Leasing plan, Health cash plan, 35 hour working week, 25 days holiday and Christmas off increasing with services.The
ability to unwind and focus on self-care
through the full Headspace App and our Employee assistance and wellbeing programmes. What you'll do You'll shape and
bring to life the Knowledge Manager role
and be responsible for its strategy and embedding across AQA. Developing a single portal to provide associate accounts with task management, system access and a communication tool.Develop core knowledge management processes to support critical knowledge flow within and across the business to support e2e delivery.You will be part of the Associate programme that is committed to improving the end to end Associate experience. You'll collaborate with business leads and colleagues internally, who are subject matter experts in their field, to create useful and engaging knowledge articles and resources that enable effective support and drive self-service and first time resolution for our Associate Community.Work with the Training SMEs to create innovative strategies for delivery of training content using the latest research in behavioural science in the way people consume media and learn.Working with senior stakeholders to
form a future strategy
developing a successful operating model.What you need to succeedPositive People leadership experience with a coaching and mentoring mindset.Demonstrable experience in rolling out an innovative technology rich Knowledge management system, gathering and collating current data and content with a focus on continuous improvement. Change Management.Strong stakeholder management and influencing skills.Continuous Improvement mindset.You will have an inquisitive and innovative outlook to investigate data analysis. What next? Tell us about yourself and apply via our portal.Closing date Tuesday 14th May 2024.We are looking to hold interviews and offer by the middle of June 2024 via a 2 stage process, we want you to be able to get to know us too.Every application will be provided with a written response.#PRO22Recruitment AgenciesWe have a preferred supplier list (PSL) in place.Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees.Full Job DescriptionSummaryThe Associate Support Manager will work with the wider business, lead on the development and delivery of an innovative support strategy which provides associates with omnichannel experience for training, knowledge management and queries.Reporting to the Head of Associate Services, and a member of the wider Associate Management Team, this role will be accountable for ensuring our associate community is prepared for and supported with regard to AQA systems, processes and regulatory requirements, with support delivered in line with relevant industry standards.This role is responsible for delivering first class support to the associate community ensuring high levels of satisfaction and will work closely with the head of Associate Experience.LandscapeEach year AQA works with a community of around 40,000 Associates to design, produce, mark and award high-stakes qualifications for more than one million young people both in the UK and overseas. Many of these examiners are qualified teachers and academics; responsible for marking completed student exam scripts to preset mark schemes, enabling us to deliver results including GCSEs and A-Levels. Some use their expertise in curriculum design, assessment writing, and pedagogy to design and develop our specifications, our assessments, our CPD offering, and supporting our customer.Our team comprises of around fifty core colleagues, (which increases at times of peak activity) including colleagues focused on Associate Resourcing, Contracting, Fees, Training, Process Development, and Experience.ActivitiesSupportLead on the design, implementation, and maintenance of a core knowledge management programme to support critical knowledge flow regarding associates across the business to support end to end delivery.Enable associates to use self-service channels for information from point of contact to completion of work to ensure that AQA is easy to do business withWork with associate facing teams to define and document knowledge management content, ensuring training guides, help files, reference data and tutorials are maintained, continuously improved and align with training materials and AQA policies.Monitor the effectiveness of knowledge management and connected IT tools and systems.Monitor and evaluate the knowledge management programme, including the use of external benchmarking to enable continuous improvement.Research new capabilities in line with the latest industry trends for user self-help tools from both a technology and user innovation perspective.Lead the associate training team to create innovative strategies for delivery of training content using the latest research in behavioural science in the way people consume media and learn.Ensure ROI is demonstrated across all plans and initiatives, driving business wide KPIs and using relevant industry metrics for benchmarking performance.Effectively use data and management information to provide reports to the Director of Associates and other senior stakeholders.Build consistency across all associate facing functions so that associates receive a high standard of service across all teams.Associate ExperienceWork in partnership with associates, creating a positive experience for associate training and contact management to ensure high levels of annual retention rates.Promote opportunities to demonstrate where associates are advocates of AQA.Leverage relationships with internal and external stakeholders and work collaboratively to identify improvements to create a positive associate experience.Team ManagementBuild high performing teams that are ambitious, have a shared purpose, work collaboratively and are results focused. Effectively use data and KPI’s to evidence the performance of the team and delivery of outcomes.Guide, develop and inspire the team through consistently exemplifying our values and behaviours internally and externally.Produce high levels of performance from direct reports and teams providing clarity, challenge, feedback and coaching.Develop those in your team ensuring there are regular meetings and a development programme in place for each person.Other AccountabilitiesDrive and deliver continuous improvement, through leading the teams in implementing and embedding change, across people, processes and technology.Ensure the correct allocation of resources to drive associate satisfaction and deliver measurable and significant value to the business.Management of risks that could impact delivery. Develop, monitor and maintain plans to mitigate these risks, reporting and escalating as relevant to stakeholders to highlight the possibilities.Create innovative approaches to problems, forming and maintaining strong relationships with key stakeholders, even though challenging circumstances.Where business needs change, to undertake other responsibilities which are of a commensurate level outside the terms of this role profile.To be successful in this role you will need:Extensive understanding of relevant business process and organisational change methodologies, tools and techniques, with a proven track record in developing, implementing and embedding change.Clear understanding of the principles of knowledge management and up to date with the latest technology/social tools that support knowledge management.Knowledge and experience of how the delivery of a high-quality training programme is integral to the provision of a first-class support model.Experience of working at a strategic level, managing senior leader relationships including stakeholders with excellent influencing skills and delivering change through matrix management rather than hierarchical relationships.Experience of translating vision into achievable goals and provide clear direction to achieve organisational objectives.Outstanding customer focus, with expertise in focusing own and team’s work to the best outcome from the customer perspective.Able to think strategically with strong planning, organisation and prioritisation skills, leading teams to drive performance.Confident and effective communicator, creative and self-motivating with strong problem-solving skills.
About UsAQA is an independent charity that sets and marks over half of all GCSEs and A-levels in the UK every year. Our purpose is to advance education by helping students and teachers to realise their potential. As part of AQA, you’ll very quickly appreciate the determination and unwavering passion to deliver this goal in everything we do. To help drive these ambitions, AQA invests in the development of its people by offering a range of professional development and learning opportunities leading to over 50% of our permanent roles being filled internally.Reasonable AdjustmentsIf you have any requirements for reasonable adjustments in relation to the application, interview or the prospective job, please contact Faye Harrison (she/her) at #####
or on 01483 477518. We are asking for this information to make the process as equitable as possible for each candidate.Please note that Faye will not be able to assist you with enquiries regarding Temporary vacancies or non-recruitment enquiries.If you have query regarding Temporary vacancies, please contact:
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Hybrid WorkingWe’re operating a hybrid working model. This allows for our colleagues to work from two days a week in one of our offices across England.AQA is an equal opportunities employer and welcomes applications from all sections of the community regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique.Conflict of InterestPlease note that due to the confidential nature of our work, we are unable to employ people for our temporary roles who are currently a candidate for Key Stage 4 and 5 public examinations.
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