Client Channel Operations Associate

At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.

Pearson VUE (www.pearsonvue.com) is the global leader in computer-based testing for information technology, academic, government and professional testing programs around the world. Pearson VUE provides a full suite of services from test development to data management, and delivers exams through the world’s most comprehensive and secure network of test centres in more than 180 countries, where we validate the skills and knowledge of millions of individuals every year. 

Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO). 

Pearson is an Equal Opportunity and Affirmative Action Employer, and a member of E-Verify. All qualified applicants, including minorities, women, veterans, and people with disabilities are encouraged to apply.

We are looking for a Client Channel Operations Associate (CCOA) who will be responsible for supporting the Senior Client Channel Operations Manager (S. CCOM) in the development, implementation and on-going management of test delivery solutions.

The appointed individual will report to the S. CCOM and will help establish and maintain testing venues throughout the world with a concentrated focus on Asian region.  The

CCOA will lead channel care initiatives for 3rd party test centres in southern Asia. These initiatives will require both proactive and reactive communication with 3rd party test centres to ensure company and client requirements are met. To be successful in this role, the CCOA will rely on effective communication, data collection/analysis and careful planning and prioritisation of priorities. Other responsibilities of the role include working to set timelines, planning and negotiating priorities.

In this role you will interact with a number of different departments, such as Channel Sales, Channel Quality & Security, VSS (Technical Support Services), Capacity Management, Program Managers, Event Teams, Client Support Services, Channel Care, Program Coordinators, and other internal groups within Pearson VUE as required.

Key Responsibilities

• Support the S. CCOM in ensuring that client satisfaction levels are achieved to a high standard and issues are recognised, documented and resolved
• Work with both internal teams and 3rd party test centres to ensure adequate capacity is provided to meet client demands and assist to develop contingency plans
• Support other initiatives as provided by the S. CCOM where appropriate
• Develop strong relationships with wider Pearson colleagues to maximise effectiveness and efficiencies
• Respond to the needs of test centres in all aspects of test delivery

Key Activities

• Provide regular reports and updates to S. CCOM and other key stakeholders
• Manage and respond to incoming channel care queries from 3rd party test centres
• Support event testing by securing test centres and working with teams to ensure successful exam delivery
• Monitor and manage 3rd party test centre capacity to ensure client requirements are met

Essential Experience & Qualifications

• Demonstrated experience with coordinating a range of responsibilities/projects
• Confident in working independently on your own with minimal supervision and able to seek assistance and escalate concerns when required
• Enthusiastic, energetic team player who has the ability to work on their own, whilst possessing the ability to seek assistance and/or escalate concerns when required
• Degree educated or equivalent
• A positive and can-do attitude combining the ability to continually see, speak and communicate in the most positive manner possible, internally and externally
• Demonstrated experience in coordinating multiple tasks to meet deadlines
• Ability to exceed customer expectations
• Ability to adapt to new business practices and respond positively
• Excellent English, both written and verbal
• Fully familiar with the Microsoft Office suite and associated packages
• Demonstrated experience working with Excel - intermediate to advanced skills

Desirable Experience & Qualifications

• Experience coordinating logistics associated with exam delivery
• International work experience and cultural awareness
• Customer support experience
• Knowledge of Pearson VUE applications
• Experience in analysis, documentation, and reporting

Required Competencies

• Collaborative Working
• Commercial Awareness
• Commitment to Improving Quality
• Customer Focus
• Effective Communication
• Effective Time Management
• Multi-Tasking Skills
• Capable Team Player