The role

1. Chief Officer

• Provide appropriate input and advice, constructively challenging, where appropriate enabling the Board and Committee members to discharge their duties effectively and responsibly.
• Play a full role as a member of the Chief Officers Group in the corporate management and strategic direction of NEBOSH.
• Work with the Chief Executive Officer (CEO) to agree strategic and operational objectives, which focus on the delivery of the corporate strategy, strategic building blocks and business plans.
• Work collaboratively with the CEO, Chief Officers, Directors, and Heads on all strategic people related matters to drive consistency and alignment in decision making.
• In conjunction with HR, contribute to the development, communication and promotion of the NEBOSH core purpose, vision, values and behavioural competencies.
• Contribute to the development of a culture of continuous improvement and a commitment to high performance.
• Develop and maintain effective working relationships with key internal and external stakeholders, including Learning Partners, training providers and other educational institutions.
• Represent NEBOSH in an executive leadership capacity, both locally and internationally as and when required.
• Provide support to the CEO and the Executive Team in building and delivering the Strategy Intent and Ethical Practice Building Block.
• Build, develop and lead the delivery directorate and oversee effective budget management, ensuring best use of resources and value for money.
• Embed the effective use of the Balanced Scorecard in respect of Directorate in year targets to drive effective organisational and individual performance management.

2. Learning Partner Quality

• Lead the development, implementation, and continual review of the effectiveness of the Learning Partner Programme and associated portfolio of monitoring to ensure that Learning Partners deliver high quality education and assessment. Develop and deliver a programme of CPD opportunities for tutors, guaranteeing learners a high-quality minimum standard of course delivery.
• Work collaboratively with the Board of Trustees, CEO, Chief Officers, Directors, and other stakeholders on all procedural and contractual matters. Ensure all legal obligations are identified and communicated to the Chief Officer Team.
• Ensure all changes to policies, procedures, and regulations are fully adhered to and embedded within the organisation.

3. Ethical Practice

• Ensure NEBOSH maintains an exemplary level of ethical practice with clear oversight of what is required to significantly reduce our vulnerability to systemic malpractice. This will include empowering our customers to challenge things that are wrong or unethical and ensuring they subscribe to the view that fraudulent and dishonest actions are unacceptable; maintaining a quality Learning Partner network that in partnership with NEBOSH work to ensure only authentic learners are awarded NEBOSH qualifications; and establishing a reputation that learners taking NEBOSH qualifications are known for their integrity.
• Lead and oversee the establishment, maintenance and compliance with up-to-date written procedures for the investigation of suspected or alleged malpractice or maladministration. Ensure that such investigations are carried out rigorously, effectively and by persons of appropriate competence and who have no personal interest in their outcome. Ensure that in cases where any malpractice or maladministration has occurred all reasonable steps are taken to prevent reoccurrence and appropriate and proportionate actions are taken against those responsible.

4. Assessment Delivery and Awarding

• Oversee the design of assessment delivery strategies and ensure the availability of adequate resources to enable assessments to be delivered effectively and efficiently whilst ensuring provision for growth on a scalable and sustainable basis.
• Oversee the delivery of high quality, efficient, stable and accurate assessment delivery processes through which we provide frictionless user journeys and maintain a reputation for assessments that are accessible and allow each learner to generate evidence which can be authenticated. This will include ensuring that there is clarity of guidance to learners and Learning Partners and any assessment rules are clear and the rule is applied to all learners taking the assessment (other than where any Reasonable Adjustments or Special Consideration require it to be altered).
• Oversee the implementation of effective and efficient processes to ensure that the results of each assessment taken by a learner are awarded accurately, efficiently and considers all admissible evidence generated by a learner as part of that assessment.
• Oversee the issuing of clear, accurate and accessible results to learners for all units and qualifications in accordance with published dates and timescales; ensure processes are in place and accessible for complaints and appeals.

5. Customer Excellence

• Ensure the provision of outstanding customer service placing the customer and their learning experience central to everything we do. Progress the use of the Customer Relationship Management (CRM) platform and integration with our other systems, giving customers a seamless end-to-end journey.
• Ensure organisational understanding of the gap between the needs and wants of customers and what they actually experience and provide leadership on how this is addressed. Provide clear direction on how the organisation can gain a customer-experience advantage against competitors and where we need to focus to have greatest impact.
• Ensure that all customer related KPIs and SLAs are formally tracked, proactively monitored, and reported accordingly to provide strong insights and robust metrics.
• Ensure the effective performance of all operational functional areas within the Directorate including the delivery, improvement and implementation sections.

Direct reports:

• Director of Learning Partner Quality
• Director of Operations
• Other: The role is part of the Chief Officer Team, reporting directly to the CEO.