• Francesca Ratcliffe-Boize
  • e-mail
  • 07872619611

Online Services: Performance Support ManagerCity of London, England

Reference: OSB/FRB Type: Permanent Start: ASAP Industry: Education and Training

Salary: £50000 - £60000 per annum

Description:
Online Services: Performance Support Manager
OBJECTIVE
To help shape online learning and student support strategy going forward, we are looking for an ambitious and passionate individual to lead a team of 2 people and be part of a team of 10 people.
This is a fantastic opportunity to become a leader and influencer within commercial education. It provides an opportunity to influence our student support strategy not just within Professional Qualifications but for the wider group, and to become an expert in online learning at a time of huge growth and potential.
Over the last 5 years, online learning within Professional Qualifications has grown from strength to strength. From its launch in 2009, it now supports over 10,000 students in over 70 countries. In fact, more than half of our students have studied online during their time.
We expect to see this growth continue in the years ahead, driven by a number of interesting dynamics:

The Online Services Team is at the heart of several major projects that will enable us to expand on its great range of online learning programmes and this role offers the opportunity to work with students, corporate clients and international partners.
A key area of differentiation that has been vital in driving this growth over the last 12 months, is our student support model. At the centre of our innovative support model is our Performance Support Team - made up of enthusiastic performance advisors and qualified coaches. The team have provided support to KPMG students since 2013 and to our general student base since 2014, and are now looking to evolve and enhance the service offered to our students.
PRINCIPAL JOB ELEMENTS AND RESPONSIBILITIES
Key Responsibilities and Accountabilities
 Operational and strategic development of student support model
o Work with the performance support team to understand key processes and identify ways to increase the value proposition of the team in a commercially viable manner
o Work with Online Services Director to establish our support strategy and plan implementation/delivery of this agreed strategy
 Leading people, change and working collaboratively
o Direct line management of at least 2 individuals
o Working with the entire performance support team to ensure that all team members are able to fulfil roles
2/2
o Manage and lead growing team through change as our service levels evolve and adapt to market needs
 Organisation, understanding and contribution beyond Professional Qualifications
o Work with representatives from other schools to identity, develop and implement best practice
 Oversight of operational performance
o Establish and track key metrics to ensure that service is being delivered efficiently and effectively
o Ensure service is delivered within agreed service levels
 Communication with internal and external stakeholders
 Role will need to provide regular feedback and facilitate workshops with the Online Services team to ensure that lessons learnt/feedback is fed into the product/service development roadmap
General Responsibilities and Accountabilities for all Team Members
 Be an effective leader to a dedicated team and be an effective member of the wider online services team
 Be an ambassador for us both internally and externally communicating and promoting the vision and direction of the company with passion
 Maintain high standards of work and professionalism at all times, particularly with regards to accuracy and presentation in both written and verbal communication
 Build, manage and maintain strong inter-departmental relationships and communication within the organisation and work in partnership with other team members
 Make suggestions to improve the working situation within own area of work and BPP as a whole
 Comply with all aspects of business policies and procedures including but not limited to H&S, data protection, equality and diversity
SKILLS, KNOWLEDGE, EXPERIENCE AND QUALIFICATIONS REQUIRED FOR ROLE
Skills
 Excellent communication skills and the ability to build rapport and maintain empathy with stakeholders
 Excellent organisational and time management skills
 Ability to create and maintain accurate/accessible and organised documentation for business and operating processes
 Passionate about providing excellent client and student service with a positive approach to dealing with people
 Proactive, highly motivated and adaptable to change, as the company and industry in which they are based is very fast paced and competitive
Experience
 Experience of delivering training or hands on experience of providing student support
 Experience of online learning from the perspective of either a student or a trainer

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