Description
Summary
Purpose: The Head of ESP is responsible for the end to end management, delivery and continual improvement of all electronic processes associated with script scanning and electronic script processing. This includes activities such as keying agency setup and management, name matching, QA, wildcard processing, segmentation and entry processing across all exam series.
The role ensures that large scale, time critical, high stakes examination processing, from Exam Entry Processing through to post series delivery, is completed accurately, safely, on time, and in line with strict regulatory, contractual, and quality expectations.
The postholder provides strong leadership, drives cultural excellence, and ensures the operation is innovative, efficient, and striving to improveLandscape: The Electronic Script Processing Department comprises of three main areas:
Electronic Script Processing: bulk processing of electronic data including keying, QA, and related activities.
Segmentation: managing segmentation processing across all exam series.
Entries: managing entry processing for GCSE and A‑Level.
This role sits alongside other Heads of Operations and collaborates across multiple internal functions (HR, Finance, Supplier Management, Technology, Facilities, Product Development) and external suppliers to ensure capacity, quality, continuity, and effective delivery.
The operating landscape is high‑stakes, regulated, and time‑critical, with processing demands of up to 12 million examination scripts, and managing temporary teams of up to 350 FTE during peak processing. Continual Improvement and Project management working with the Teams following Lessons Learnt during Peak Processing.
Activities:
Operational Delivery
Deliver all processing activities across UK and international exam series, meeting quality standards, service levels and regulatory requirements.
Lead the delivery of internal keying functions, ensuring service levels are consistently achieved.
Ensure effective planning and execution of peak processing, driving year‑on‑year improvements without compromising quality.
Lead and coordinate all series documentation, including scope, readiness, end‑of‑series reviews and lessons learned.
Manage Electronic Script Processing (ESP) incidents, escalations, incident rooms and root cause analysis.
Oversee the development, maintenance and accuracy of work instructions, SOPs and training materials.
Manage change, defects and prioritisation activities for ESP, Segmentation and Entry.
Engage in product development discussions to ensure new processes and materials are operationally suitable and risks are mitigated.
Represent ESP at programme boards and during customer visits, tours and presentations.
Liaise closely with other delivery departments and contribute positively to organisational culture and performance expectations.
Prepare reports and steer strategic initiatives relevant to ESP.
People Leadership
Recruit, develop and retain high‑performing teams aligned with AQA values and future business needs.
Provide strong leadership, coaching, mentoring and ongoing support.
Set clear, measurable objectives with a focus on engagement and continued development.
Ensure optimal resourcing levels for summer peaks, achieving efficiencies and cost reductions.
Collaborate with other Heads of Operations to ensure a consistent, positive and high‑performing operational culture.
Financial Management
Hold and manage the budget for ESP, Segmentation and Entries, ensuring accuracy, financial control and cost efficiency.
Work with Finance to agree series‑based costs and monitor ongoing spend.
Provide accurate cost information for client bids, quotes and project planning.
Ensure all financial processes are tracked, delivered and that opportunities to reduce expenditure are identified and realised.
Risk, Compliance & Business Continuity
Lead risk‑management activities across ESP, including identification, planning, mitigation and escalation.
Lead business continuity and incident‑management planning, testing and execution.
Ensure compliance with information security policies and safeguard the confidentiality, integrity and availability of data.
Other Responsibilities
Undertake additional duties as required.
To be successful in this role, you will need to know:
Have relevant professional qualifications, including (desirable) IOSH Managing Safety accreditation, Prince2 Foundation or an equivalent project‑management qualification, and a Six Sigma Green Belt or similar Lean accreditation.
Have a comprehensive understanding of large‑scale, time‑critical operational environments, with strong knowledge of workflow management solutions and proficiency across Microsoft Office applications, including Word, PowerBI, Excel, PowerPoint and Outlook.
Bring (desirable) knowledge of scanning systems, exam entry processing, high‑stakes exam operations, and an awareness or experience of database design, process design and software development.
Have a proven background in operational and project management, with extensive experience leading large operational teams and working within regulated operational environments.
Demonstrate experience in cultural improvement, forward‑thinking operational delivery, budgeting, cost control and financial modelling, as well as experience motivating and developing teams. (Desirable) experience managing shift systems and peak‑demand operations is also beneficial.
Have strong leadership and communication skills, with the ability to analyse operational and financial metrics, apply sound judgement, evaluate options, balance risks and opportunities, and make clear recommendations.
Demonstrate strong analytical, organisational and decision‑making abilities, with effective problem‑solving skills to tackle complex operational challenges.
Bring personal attributes that include being inspirational, approachable and capable of leading effectively, while maintaining resilience, attention to detail and a strong customer‑focused approach.
Hold a full UK driving licence with access to your own vehicle, live within a commutable distance of Milton Keynes or Manchester.
You may be required to work outside usual business hours, so flexibility is important.