Back to Job Search

Operations Support Manager

Job Description

Job Description

This role encompasses a range of tasks and responsibilities. Reporting to a line manager, you will need to establish a high standard for the following activities:

  • Supervising others in their use of a wide range of systems and processing platforms to complete a variety of documented, business critical processes accurately and within pre-agreed timescales

  • Supporting Senior Operations Administrators as they manage their own direct reports and variety of documented, business critical processes

  • Ensuring that peak processing periods, bespoke sessions, and projects are suitably planned for and reviewed after

  • Ensuring that identified issues, risks and non-conformances are accurately recorded, investigated, and suitably mitigated against in a timely manner

  • Appropriately addressing wellbeing, engagement, and performance with direct reports through continuous conversations

  • Identifying ways of developing processes and working collaboratively with colleagues to implement improvements

  • Supporting the Operations Manager in the scoping and delivery of strategic projects and system developments

  • Developing an understanding of CE's internal and external customers and ensuring their direct reports share that understanding

  • Establishing and subsequently maintaining constructive working relationships with colleagues within CEQ Delivery, across the organisation, and key external stakeholders

  • Leading direct reports in a thorough bi-annual documentation review, where comprehensive and compliant Process Flows and Work Instructions are created, reviewed, updated and signed-off

Candidate Description

These are exciting times for Cambridge English Assessment as we look to modernise our systems and strive to find creative and innovative ways to improve our products and services to customers. To enable us to meet the ever increasing demand for our services, we are seeking to appoint an experienced, enthusiastic and dynamic Operations Support Manager, who will thrive in this changing environment and is motivated by delivering excellent customer service., The successful candidate should have experience of working collaboratively in a busy office environment with colleagues based in the UK and overseas, writing meaning documentation, and working under pressure to demanding deadlines. Ideally you will also have experience of working on large projects and systems development. For further skills required please see essential and desirable criteria below., Essential

  • Educated to GCSE level with a Grade C or higher in English and Maths (or equivalent), or have relevant business experience


  • Project management qualification (Prince 2, APM Project Fundamentals, Lean Six Sigma, etc.)



  • A high standard of spoken and written English

  • A logical approach, with good problem-solving skills

  • A high attention to detail

  • Good written and verbal communication skills

  • Intermediate knowledge of Microsoft Office products (Outlook, Word, Excel, and Teams)


  • Intermediate knowledge of Microsoft Office products (Visio)



  • Experience of and enthusiasm for line management and supporting others

  • Experience of line managing other line managers

  • Experience of providing a high level of customer service

  • Experience of working with multiple processes and systems

  • Experience of working in a complex and busy office environment

  • Experience of identifying and implementing process improvements

  • Experience of overseeing a set of documented work processes and procedures

  • Experience and an understanding of issue and risk management and mitigation


  • Experience of proactively managing others through a period of change

  • Experience of office administration / data processing

  • Experience of working with SAP

  • Experience of writing process / training documentation

  • Knowledge of Cambridge Assessment English's product range

Application Description

Location: The Triangle Building, Shaftesbury Road, Cambridge, CB2 8EA (currently working remotely) and DC10, Hill Farm Road, Whittlesford, Cambridge, CB11 4FZ

Employer Description

We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation, and a proud part of the University of Cambridge., Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where it's safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardless of demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, and sexual identity), cultural, or social class/background.

We believe that diversity of thought, background, and approach create better outcomes. More importantly, fostering an inclusive culture is the right thing to do, and it's part of how we achieve our purpose: to contribute to society through the pursuit of education, learning and research at the highest international levels of excellence. Ensuring that anyone, no matter who they are, feels they belong here is an essential part of who we are and the contribution we make to society, and to our planet.

To enable an environment which our people can thrive in, our customers benefit from, and where work complements life, we empower everyone to manage their time and capacity, and to prioritise their wellbeing. That's why from day one everyone at Cambridge University Press & Assessment can discuss flexible working options to find the best solution for them and their role., Cambridge University Printing House, Shaftesbury Road, Cambridge, Cambridgeshire, UK, CB2 8BS Loading… Open In Google Maps Loading… Enlarge Map Loading