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Specialist - Exam Operations

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About The Association

Combining the strengths of the American Institute of CPAs and the Chartered Institute of Management Accountants, we empower the world’s most highly-skilled accountants – CPAs and CGMA designation holders – with the knowledge, insight and foresight to meet today’s demands and tomorrow’s challenges. We drive a dynamic accounting profession that works every day to build trust, create opportunity and grow prosperity worldwide.

 

Summary of Role

Provide administrative support to the examinations team and manage the day to day delivery of exams. Assist stakeholders in the delivery of examinations via Pearson VUE.

 

Accountabilities & Responsibilities

  • Examination co-ordination
  • Support the efficient end to end operation of designated examinations:
  • Provide world class customer support within agreed SLAs:
    • Act as first line person in the examinations team for resolving issues relating to examinations and assessment; escalate issues to appropriate assessment managers when the need arises 
    • Log and resolve customer service requests, queries and complaints.
    • Support customer facing staff engaged in exam delivery.
    • Produce exam delivery performance reports.
    • Support tuition providers and act as a Pearson VUE Test Centre (PVTC) where issues arise.
    • Support and deploy changes to exam delivery.
    • As appropriate, escalate issues when required
  • Exam security management;
    • Implementation of agreed processes when a security breach is suspected or detected
    • Undertake activities to monitor examination security under the direction of the Exam Operations Manager
  • Accommodations management
    • Make arrangements with Pearson VUE in non-standard situations, with regard to special needs students; i.e. those with disabilities/requests for additional time.
    • Process accommodation requests by students.
    • Monitor and respond to post-examination correspondence in relation to in disposal during the examination period.
  • Centre capacity planning
    • Monitor exam entry for potential exam venue shortages.
    • Work with Exam operations manager and regional staff to document capacity planning requirements.
  • Test CIMA CRM upgrades and business changes.
  • Undertake administrative tasks to support the examinations and assessment team and projects as required.
  • Perform any other reasonable duties as may be required or requested

 

Supervisory Responsibilities

  • None

Knowledge, Skills & Abilities Required

  • Highly computer literate, with excellent word processing skills;
  • Detail oriented in all tasks undertaken;
  • Excellent communication skills, both written and oral;
  • Team player, and can work on their own initiative;
  • Good verbal, numeracy and written communication skills;
  • Good time management skills;
  • Good organisation skills;
  • Excellent telephone manner and ability to communicate clearly;
  • Ability to deal with a range of difficult queries in a sensitive customer-focused manner;
  • Problem solving skills;
  • Approachable, open and supportive to colleagues across the business.

 

Required Experience, Qualifications & Education      

  • 2-4 years’ experience working in an administrative role or one that required a high level of accuracy and attention to detail
  • Experience in a similar office environment, preferably in Education, ideally an awarding body
  • Logistics background desirable or some experience of coordination essential
  • Administrative experience
  • Educated to at least GCSE/A level or equivalent.

 

Preferred Experience, Qualifications & Education

  • Customer service experience
  • Experience of an examination process is desirable
  • Ability to use a CRM/database
  • Ideally educated to degree level or equivalent

 

Why Work for Us?
At The Association, you are part of a global, diverse and talented group of colleagues. You have opportunities to innovate and collaborate in a leading organization that impacts individuals and businesses. You’ll have opportunities to progress while enjoying an exciting work environment that supports and celebrates individual achievement, development and professional satisfaction.

Together, we will lead the most influential body of professional accountants and create the future of the global accounting profession.

We offer competitive benefits, PTO, flexible working principles, and a supportive, collaborative team environment.

Equal Employment Opportunity

The Association of International Certified Professional Accountants is committed to creating a diverse environment and is proud to be an equal opportunity and affirmative action employer. All employment decisions are based on business needs without regard to race, color, ethnicity, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other applicable legally protected status. All qualified candidates are encouraged to apply.

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