Role information 

Job Title:              Operations Manager 

Reports to:         Business Operations Leader  

Location:         Hybrid: home-based, London Office 

Working Hours: 37.5 per week 

Salary:  TBC  

About Accelerate People 

Accelerate People are a leading, Ofqual-accredited end-point assessment organisation. We leverage our team's deep industry expertise to craft assessments that accurately reflect the skills employers seek. We build partnerships and brilliant assessments to accelerate success – for training providers, employers and apprentices. Our commitment to utilising technology fosters a seamless and accessible assessment experience, ultimately benefiting all customers.  

We are incredibly ambitious – for ourselves, the providers we work with, and the apprentices we assess.  

About Blenheim Chalcot 

Accelerate People are part of the Blenheim Chalcot portfolio.  

Blenheim Chalcot is the UK’s leading digital venture builder. We invest more than just funds, we invest our knowledge and experience, our ideas and infrastructure. Our ventures are at the forefront of a multitude of industries being disrupted digitally, including FinTech, EdTech, GovTech, Media, Sport, Charity and more. Ventures we have built range from Modulr Finance to Agilisys and even the Rajasthan Royals IPL cricket team. All our 20+ portfolio companies have been incubated and launched by us and now have total sales of over £0.5bn and more than 3,000 employees. Our assets under management stand at greater than £1.5bn. 

About the Role 

With consistent financial growth, Accelerate People is expanding with new Digital and non-Digital apprenticeship end-point assessments. Our provider partnerships are maturing and our assessment workforce expanding. We are exploring technological solutions that will lead to operational efficiency and strategic opportunities to scale our business.  

The Operations Manager is responsible for overseeing the performance of a team of Assessors, ensuring that they meet key performance benchmarks in assessment quality, compliance, and customer satisfaction 

The Operations Manager will be responsible for driving continuous improvement, maintaining high standards, and driving a culture of accountability & ensuring the team adhere to company values 

Key metrics for this role include maintaining a Net Promoter Score (NPS) of 65 or higher, ensuring 100% compliance in monthly assessments, achieving less than a 5% overturn rate on moderated fails, and sustaining a consistent green status for quality. Additionally, the Performance Manager will ensure Assessors complete all preparation (Prep) tasks within agreed Service Level Agreements (SLAs). 

Key Responsibilities 

• Performance Management and KPI Achievement 

• Develop and enforce performance management processes that ensure Assessors meet KPI targets: 

• NPS: Achieve and maintain a Net Promoter Score of 65 and above. 

• Compliance: Ensure Assessors are 100% compliant across all monthly assessments. 

• Customer SLAs:  Ensure 0% cancellations and honor a reschedule within 24 hours, ensure grades are released alongside set SLEs  

• Consistency: Maintain Green status on assessment quality throughout each quarter. 

• Prep Completion: Ensure all preparation activities are completed within the agreed SLAs. 

• Conduct regular performance review meetings with Assessors to discuss progress, address challenges, and celebrate achievements. 

• Quality Assurance and Compliance 

• Work with Quality teams to address gaps identified through moderation activities and immediately implement corrective actions for non-compliance issues. 

• Monitor Assessor adherence to policies such as CPD, ensuring 100% monthly compliance across all assessments. 

• Data Analysis and Performance Reporting 

• Collect, analyse, and interpret performance data related to KPIs, providing actionable insights to Assessors and accurate reporting to senior management. 

• Prepare detailed monthly and quarterly reports on Assessor performance, identifying trends, achievements, and areas for improvement. 

• Coaching and Support 

• Provide targeted feedback and coaching to Assessors to enhance their performance, support improvement in weak areas, and reinforce strengths. 

• Design and implement Performance Improvement Plans (PIPs) for Assessors failing to meet KPI targets, offering guidance and resources for improvement. 

• Maintain positive culture of continuous learning and accountability, encouraging Assessors to strive for consistent high performance. 

• Process Optimisation and Continuous Improvement 

• Identify and implement process improvements to streamline performance management and reporting activities, supporting more efficient tracking of KPIs. 

• Collaborate with the Quality and Compliance teams to refine assessment processes, driving efficient working practices 

• Regularly assess and adjust performance management approaches based on feedback and outcomes to drive sustained performance enhancements. 

• Service Delivery & Recovery  

• Serve as the main point of contact for Assessor queries, working closely with Quality, Compliance, and Customer Support across all queries and service recovery items  

• Handle all issues relating to staff absence, ensuring allocation of staff to recover assessments  

• Lead on recruitment for FTEs and support as requested with Freelancer recruitment to ensure resource to pipeline 

• Build strong working relationships across teams & stakeholders, creating an environment of trust and collaboration  

• Skills and Qualifications: 

• Experience: Minimum of 3-5 years in performance/people management ideally within an EPAO or educational setting. 

• Analytical Skills: Strong analytical ability to interpret data, identify trends, and drive performance enhancements. 

• Attention to Detail: Ability to monitor KPIs with precision, ensuring standards are consistently met. 

• Communication: Excellent communication skills for providing feedback, coaching, and performance updates to Assessors and senior stakeholders. 

• Leadership and Coaching: Proven track record of coaching or mentoring others to improve performance and meet organizational goals. 

• Problem-Solving: Ability to proactively identify and resolve performance challenges with practical, sustainable solutions. 

• Strong Communication Skills: Clear, precise written and verbal communication skills to effectively provide feedback & present with impact to ensure key messaging is cascaded timely. 

• Familiarity with Digital Assessment Tools: Comfortable with assessment and learning platforms (e.g., LMS systems) and proficient with analytical tools such as Power BI or similar tools for tracking and reporting.