Exams Manager

**Job title**: Exams Manager (LATAM)

**Purpose**:

- To manage a team that delivers the full end-to-end process for all MTS’s exams in Brazil and, over time, into other countries in Latin America. These exams are mostly English language exams, but with a small and increasing proportion of non-language (eg financial) exams
- To ensure that all exams comply to agreed exam board, awarding body or partner standards.
- To manage a range of IT systems to ensure the smooth running of MTS’s exams.
- To work towards annual targets set for each exam venue and exam type.
- To manage a small team of exam administrators and a wider network of sub-contracted exam venue partners.

**Job location**:
Pinheiros district of Sao Paulo, Brazil

**Main responsibilities**:
Pre-test exam process
- To be responsible for all aspects of pre-test exam preparation and to ensure that they adhere to the required standards, working effectively with Pre-Test Administrators to achieve this.

On-the-day exam process
- To work effectively with other colleagues such as local Chief Invigilators to ensure exam procedures on the day of the test are run to the required standards.

Post-test exam process
- To be responsible for all aspects of post-test exam administration and to ensure that they adhere to the required standards, working effectively with Post-Test Administrators to achieve this.

Link with Customer Services
- To work collaboratively with Customer Services colleagues to agree and implement joined-up processes for test-taker / customer services and seek to ensure customer services team have all the up-to-date information about all of the tests in the MTS portfolio.

Compliance and audit
- To manage inspection visits from exam boards as well as for carry out regular inspections of exam venues, keeping appropriate records for compliance.
- To conduct spot checks of exam delivery where necessary to ensure readiness for unannounced audits. Arrange and support mystery shopping interventions. Arrange and conduct self-audits as required, and oversee test administrator’s self-audits.
- To respond to and implement recommendations from exam boards, partners and any other quality control reviewers.

Team management and reporting
- To effectively manage the Exam Administrators, Customer Care staff, Casual Staff and Sub-contracted staff by providing regular and timely feedback on performance in compliance with all aspects of MTS’s performance management approach, as set out by the relevant HR policies. Drive the highest levels of professional behaviours within a high-performing exams team.
- To recruit to any vacancies in the team, following agreed recruitment policies.
- To identify any learning or training gaps in the team and address these with training, coaching or shadowing to address performance issues quickly, effectively and in line with HR policies.
- Ensure the continual professional development of self and the other exams team members is continued.
- Manage team staffing schedules, overtime, time off in lieu (TOIL), annual leave and other absences in line with MTS policies, ensuring the team is correctly staffed.
- To contribute to the wider Operations department objectives by representing the exams team at departmental meetings (and nominating a deputy in the case of absence).
- To report to the Director of Operations on all activity within the exams team using agreed regular reporting processes.
- To act on team-level performance issues arising from the team performance reporting and aim for continuous improvement of exams delivery.
- To ensure all invigilators and examiners are recruited and trained in accordance with MTS recruitment and management standards, including following any relevant Examiner Professional Support Network (PSN) standards and employment law, seeking advice and support from the HR & Finance Manager as required.[1]

Collaboration, growth and improvement
- To collaborate with various global colleagues to ensure effective division of responsibilities in relation to the various exams offered by MTS.
- To work collaboratively with the various global colleagues on bringing new exams into the portfolio of MTS’s exam offer in Brazil and LATAM.
- To work with the Director of Operations on areas for improved efficiency and security in exam delivery and assist with implementation of new operating models.

Other
- To ensure that confidential documents, information and data are not disclosed to anyone other than their intended recipient/reader.
- To comply fully with MTS’s data protection policies and standards and Safeguarding (Children and Vulnerable People) policy.
- To carry out any other tasks and activities for MTS, according to business priority, as appropriate for this level role in the organisation.

**Skills, knowledge and experience required**:

- 3-5 years’ experience in a relevant exams, testing management or testing administration role, or equivalent.
- Fluent in both Portuguese and English (esse