The Head of Test Delivery Operations oversees the exam delivery services of Janison's Test Delivery Operations (JEM/AAS) team, managing the delivery of in-person exam events across educational and professional sectors. The role is responsible for ensuring high-quality, efficient, and cost-effective operations, aligning with Janison's strategic initiatives, and driving continuous improvement and scalability. This includes overseeing the recruitment, training, and management of large-scale casual workforces and optimising processes for long-term sustainability and governance.
Duties & Responsibilities: Strategic Oversight: Lead and manage the end-to-end delivery of in-person assessment events, ensuring alignment with Janison's Strategic objectives. Operational Efficiency: Develop and implement strategies, policies, and processes to enhance governance, efficiency, and resource management. Team Management: Manage, support, and develop the Test Delivery Operations team, ensuring a collaborative and high-performing culture. Casual Workforce Management: Oversee the recruitment, training, and compliance of casual staff, maintaining adherence to Fair Work guidelines and other regulatory requirements. Event Planning and Execution: Ensure smooth execution of high-stakes assessment events, from venue management to invigilation and logistics. Customer Engagement: Build and maintain strong relationships with key clients to drive customer satisfaction and retention. Performance Improvement: Monitor and optimise team performance, implementing initiatives to improve efficiency, cost control, and service quality. Financial Management: Manage budgets (CAPEX and OPEX) and ensure events are delivered profitably, meeting financial targets and avoiding project overruns. Risk Management: Proactively identify and mitigate risks associated with event delivery and workforce management. Collaboration: Work with cross-functional teams, including Test Delivery Operations (BizOps) and IT, to unify operational activities and drive strategic outcomes. Performance Goals & Key Performance Indicators: Deliver assessment events with a gross margin (GM) of 55% or higher. Achieve event delivery within 20% of Janison's standard Service Level Agreements (SLAs). Maintain a Net Promoter Score (NPS) of 80% or above from customer feedback. Ensure efficient and compliant casual staff management, reducing onboarding and training costs. About You: Proven experience in managing large-scale exam delivery operations (in-person and digital). Financial acumen with experience in budget management. Strong leadership and team-building skills, particularly in managing casual workforces. Ability to build and maintain positive client relationships. Experience in operational and process efficiency improvement. Clear and effective communication skills, both verbal and written. Experience in event management and/or equivalent qualifications. Technical proficiency to quickly learn new software and tools. Problem-solving and negotiation skills. Experience with project management concepts, including planning, execution, monitoring, and risk management. Why Janison? We are a purpose-driven organisation, offering a flexible approach to work. We understand one size doesn't fit all, so whatever works for the business, the team, and your role – means endless possibilities for the flexibility you need.
We also offer:
Access to our Employee Share Ownership Program. We will match your shares of up to $2,000 per year. A fifth week of annual leave (conditions apply), a day off for your birthday, and various 'freebie days' throughout the year. Parental leave benefit including paid leave, continued super contributions, and more. Remote work – we don't mandate working from the office! Annual pay review and bonus program. A focus on virtual engagement and inclusivity to support our distributed workforce across the globe. A focus on development and upskilling opportunities (if that's what you're after). Next Steps: If interested in the role, please apply by following the application prompts. If suitable, someone from the hiring team will be in touch.
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