The Director of Operations and Assessment will provide strategic and operational leadership across the organisation, with responsibility for business performance, financial sustainability, assessment operations, regulatory compliance and service quality.

Working closely with the Board and senior leadership team, the postholder will lead the development and delivery of business strategy, drive sustainable growth, oversee the expansion of assessment services and ensure all regulated activities meet the required standards of quality, integrity and compliance.

The role will have significant responsibility for organisational performance, commercial development, governance and continuous improvement, ensuring the business remains financially strong, operationally effective and well positioned to respond to changes in the regulatory and assessment landscape.

Key Responsibilities

Strategic Leadership and Business Development

• Develop and implement the organisation’s strategic direction, aligning commercial objectives with regulatory requirements, market opportunities and long-term growth plans.
• Lead the senior leadership team in delivering business objectives, establishing clear performance expectations and promoting a high-performance, accountable and values-led culture.
• Identify opportunities to expand the organisation’s assessment portfolio, develop new products and enter additional markets.
• Lead the development of new assessment centre locations, supporting geographical expansion and increased delivery capacity.
• Oversee business development initiatives, contract opportunities, brand positioning and external engagement to strengthen market presence.
• Provide strategic insight through horizon scanning, market analysis and competitor intelligence, supporting informed decision-making at Board level.
• Lead organisational change, business transformation and continuous improvement initiatives to enhance performance and support sustainable growth.
• Support business transitions, acquisitions and integration activity, ensuring operational continuity and the effective delivery of strategic objectives.

Operational Leadership and Performance

• Hold overall accountability for operational delivery, ensuring services are efficient, commercially sustainable and consistently delivered to the required quality standards.
• Establish and monitor operational performance measures, service-level agreements and key performance indicators, implementing corrective action where required.
• Oversee the design and development of operational structures, systems and processes to support organisational growth and effective service delivery.
• Lead workforce planning, recruitment and resource allocation to ensure the organisation has the capability and capacity to meet current and future demands.
• Provide direct leadership to department heads, with overall responsibility for a workforce of employees, freelancers and associates.
• Develop effective working relationships across departments, ensuring alignment between assessment delivery, quality, compliance, finance, customer service and commercial functions.
• Champion the customer, client and apprentice experience, using feedback, performance data and quality assurance findings to drive service improvements.
• Approve organisational policies, systems, processes and operational procedures, ensuring they remain fit for purpose and support effective governance.

Assessment Strategy, Quality and Compliance

• Hold strategic accountability for the development, delivery and quality assurance of regulated assessment services, ensuring assessments are valid, reliable, consistent and fair.
• Lead the development and implementation of assessment strategies, policies and quality assurance frameworks.
• Ensure assessment delivery meets applicable regulatory requirements, conditions of recognition and awarding or assessment standards.
• Oversee internal audit arrangements, quality monitoring, risk management and compliance reviews, ensuring that potential issues are identified and addressed promptly.
• Maintain oversight of regulatory developments and reforms, ensuring organisational policies, processes and assessment practices remain compliant.
• Lead the development and expansion of assessment products, including applications for regulatory recognition and approval to deliver additional standards.
• Ensure appropriate controls are in place across assessment materials, assessor performance, assessment decisions, standardisation and quality assurance.
• Act as the senior decision-maker for regulated activity, providing clear direction on assessment policy, regulatory interpretation and compliance matters.
• Ensure regulatory submissions, statutory reporting and required documentation are accurate, complete and submitted within the relevant deadlines.
• Promote a culture of assessment integrity, impartiality, continuous improvement and accountability throughout the organisation.

Financial Management and Commercial Performance

• Hold full responsibility for financial performance, including profit and loss, budgeting, forecasting, financial controls and long-term sustainability planning.
• Develop and monitor financial plans that support business growth, operational investment and commercial objectives.
• Review financial and operational performance, identifying opportunities to improve margins, manage costs and maximise profitability.
• Provide the Board with accurate financial reporting, performance analysis, risk assessments and recommendations to support strategic decision-making.
• Ensure appropriate financial governance, statutory reporting and financial controls are maintained.
• Support commercial expansion through the development of new assessment products, contracts, markets and delivery locations.
• Balance growth ambitions with financial viability, regulatory obligations and operational capacity.

Governance, Risk and Board Reporting

• Provide regular reports to the Board or relevant advisory committee on organisational performance, financial results, operational delivery, regulatory compliance and strategic risks.
• Lead the development and maintenance of effective governance, risk management and compliance frameworks.
• Ensure significant operational, financial and regulatory risks are identified, assessed, monitored and appropriately mitigated.
• Oversee statutory submissions, company accounts and other relevant reporting obligations in conjunction with the appropriate internal or external specialists.
• Provide clear recommendations on business performance, investment, expansion opportunities and organisational priorities.
• Ensure decision-making processes are robust, documented and aligned with the organisation’s regulatory and governance responsibilities.

People Leadership and Organisational Culture

• Lead and develop the senior leadership team, supporting departmental heads to achieve agreed objectives and deliver consistent performance.
• Establish a culture of accountability, collaboration, professional development and continuous improvement.
• Provide clear leadership across a diverse workforce of employees, freelance professionals and associates.
• Ensure organisational structures, responsibilities and reporting lines support effective management and operational delivery.
• Develop leadership capability, succession planning and workforce resilience to support future growth.
• Act as a senior ambassador for the organisation, building strong relationships with clients, regulators, industry stakeholders and other external partners.

Key Performance Indicators

Performance in the role will be assessed against agreed organisational objectives, potentially including:

• Achievement of strategic business plans and sustainable revenue growth.
• Financial performance, including gross profit margin, operating profitability and effective cost management.
• Expansion of the assessment portfolio, new standards and additional delivery locations.
• Maintenance of regulatory compliance and effective quality assurance arrangements.
• Achievement of operational performance targets and service-level agreements.
• Customer, client and apprentice satisfaction.
• Effective leadership, workforce engagement and organisational capability.
• Successful delivery of transformation, business development and continuous improvement initiatives.
• Effective governance, risk management and Board reporting.

Experience and Professional Capability

The successful candidate will be expected to demonstrate:

• Significant senior leadership experience within assessment, education, training, awarding, regulated services or a comparable environment.
• A proven track record of leading organisational strategy, operational delivery and commercial performance.
• Experience of managing budgets, profit and loss, financial forecasting and business sustainability.
• Strong knowledge of regulatory compliance, quality assurance, audit and governance within a regulated environment.
• Experience of developing and expanding service portfolios, launching new products and identifying new market opportunities.
• The ability to lead senior managers and oversee large, multi-disciplinary workforces.
• Experience of organisational change, business growth and continuous improvement.
• Strong analytical, commercial and strategic decision-making skills.
• The ability to engage effectively with Board members, regulators, clients and senior external stakeholders.
• Excellent leadership, communication and relationship-management skills, with the ability to translate strategic objectives into measurable operational outcomes.

Overall Accountability

The Director of Operations and Assessment will be accountable for ensuring the organisation delivers against its strategic, commercial, operational and regulatory objectives. The role requires a combination of strategic leadership, financial acumen, operational control and specialist assessment knowledge, alongside the ability to build effective teams, manage risk and deliver sustainable business growth.