Operations Lead

Company: Tyrogen Limited (16884876)
Function: Operational delivery, learner administration, and results control
Reports to: Responsible Officer
Accountable to: Responsible Officer and the relevant operational and governance oversight route
Role type: Operations / delivery management role
Engagement model: Retained internal role with contracted or employed support where needed
Remuneration basis: Monthly retainer / fractional operations basis, as set out centrally in Role Profiles section 4.4
Review cycle: At least annual, and on any material operational, delivery-model, or scope change

Role purpose

The Operations Lead owns the operational delivery controls that support Tyrogen's regulated awarding activity. The role ensures that learner administration, assessment operations, centre interactions, results handling, operational records, and delivery escalations are managed in a controlled, accurate, and auditable way.

Role scope

The Operations Lead has cross-functional responsibility for the operational administration of regulated delivery. The role covers:

• learner and centre administration,
• assessment scheduling and operational readiness,
• operational record completeness,
• results and certification handling controls,
• case and exception management,
• and escalation of operational risks, incidents, and capacity constraints.

Key responsibilities

The Operations Lead will:

• manage operational delivery arrangements for learners, assessments, and centres,
• oversee learner registration, administration, and supporting records,
• ensure operational processes are documented, understood, and followed consistently,
• maintain operational controls for assessment windows, results handling, and certification support where relevant,
• ensure case files and operational records are complete, retrievable, and aligned with policy and process requirements,
• monitor delivery timelines, capacity, and operational bottlenecks,
• identify and escalate operational exceptions, incidents, delays, or control failures,
• coordinate with standards, compliance, privacy, security, and finance roles where operational dependencies arise,
• support readiness for new delivery routes, qualification launches, or centre activity,
• ensure operational handling does not undermine fairness, learner protection, or evidential defensibility,
• support communication and follow-up on operational actions,
• and contribute to a stable, controlled, and scalable operational environment.

Decision-making and authority

The Operations Lead has authority to:

• coordinate and direct routine operational administration within approved controls,
• require completion or correction of operational records and delivery actions,
• escalate incidents, delays, case-handling concerns, or capacity issues,
• recommend operational improvements or control changes,
• require visibility of operational dependencies affecting learner registration, results handling, certification support, centre activity, or record completeness,
• and pause or raise concerns about an operational route where control sufficiency is in doubt.

The role does not replace Board accountability or standards, appeals, malpractice, or independent review functions and must not treat operational convenience as a basis for bypassing controlled governance routes.

Regulatory and control context

The Operations Lead sits within Tyrogen's control architecture as the operational owner for the learner-to-award route, centre-facing administration, and the completeness of supporting operational records. In particular, the role supports:

• the systems, process, and resource expectations that underpin Tyrogen's operational readiness under Ofqual Criteria C.1(a),
• the controlled learner-registration, delivery, results, correction, and certificate route in Assessment Operations, Results and Certification,
• centre approval, onboarding, monitoring, and learner-protection escalation through Centre Approval and Monitoring,
• correct routing of incidents, malpractice concerns, appeals, and wider control failures into their true owner processes rather than informal local handling,
• and the requirement that operational pressure, delivery timetables, or centre convenience must not override fairness, records integrity, or independence-critical controls.

Where operational issues affect learner outcomes, results accuracy, centre reliance, or evidential defensibility, the Operations Lead must escalate through the appropriate standards, incident, malpractice, appeals, governance, or regulator-facing route rather than treating the matter as a purely local delivery problem.

Working relationships

The Operations Lead works closely with:

• the Responsible Officer,
• the Compliance Lead,
• the Head of Assessment & Standards,
• the Security / Technology Lead,
• the DPO / Data Protection Lead,
• the Finance Lead,
• centre contacts and operational support personnel,
• and independent or panel routes where case handling or escalation requires coordination.

Person specification

The role-holder is expected to demonstrate:

Essential

• ability to manage controlled operational processes and delivery timelines,
• strong organisational skills and attention to detail,
• ability to maintain complete and accurate learner, assessment, and operational records,
• confidence managing multiple concurrent tasks and operational dependencies,
• ability to recognise and escalate operational exceptions promptly,
• clear communication and coordination skills,
• sound judgement in balancing efficiency with fairness and control,
• and ability to operate within a controlled, auditable environment.

Desirable

• experience in assessment operations, learner administration, regulated delivery, or service operations,
• experience working with case files, scheduling, results handling, or centre administration,
• and experience supporting controlled scale-up or operational process improvement.

Independence and conflicts requirements

• The role-holder must declare actual, potential, and perceived conflicts of interest.
• Operational conflicts affecting centre relationships, case handling, results, or certificate decisions must be identified and managed.
• The role must not override required standards, compliance, or independent adjudication controls in the interests of speed or convenience.
• Any remuneration or commercial arrangement that could distort fair operational handling or escalation must be declared and managed.

Measures of success / KPIs

The effectiveness of the Operations Lead may be evidenced through:

• learner and operational records completed accurately and on time,
• assessment and delivery activities executed within planned timelines,
• operational incidents or exceptions identified and escalated promptly,
• reduction in avoidable operational errors, omissions, or rework,
• results and certification handling supported through complete and auditable records,
• centre and learner administration remaining orderly and controlled,
• delivery bottlenecks or capacity constraints being surfaced early,
• and operational actions and follow-up items being completed within agreed timescales.

Outputs and records

The role is expected to contribute to or oversee:

• learner administration records,
• assessment operations records,
• centre administration and monitoring records,
• operational checklists and logs,
• results and certification support records,
• incident and escalation records,
• and action trackers linked to delivery, exceptions, or improvement activity.

Appointment, induction, and review

Appointment to the role should be supported by:

• role definition and operational authority clarity,
• access to current operational policies, processes, and delivery records,
• conflicts declarations,
• induction to operational control, escalation, and record-management requirements,
• and periodic review of capacity, competence, and operational resilience.

Linked documents

• Role Profiles
• Assessment Operations, Results and Certification
• Centre Approval and Monitoring
• Incident Response Playbook
• Delegation of Authority
• Organisation Structure
• Resourcing Plan for Regulated Awarding
• Reasonable Adjustments Policy
• Special Consideration Policy