Fitch Learning | Exam Delivery Manager - Toronto, Canada

Fitch Group

  • Toronto, ON
  • Permanent
  • Full-time
  • 28 days ago
Fitch Learning is a leader in financial services training. With unrivaled breadth and depth, the company delivers learning solutions for apprentices, graduates, and those with 10+ years' experience in Financial Services. Our offerings include expert faculty, e-learning, coaching, and blended assessments, improving individual and collective business performance. Fitch Learning is a Fitch Solutions company.Working at Fitch Learning provides the opportunity to be part of a global leader in financial education, committed to delivering cutting-edge training solutions. You'll collaborate with a team of experts dedicated to empowering professionals with the skills and knowledge needed to excel in the finance industry. By joining us, you'll be at the forefront of innovation in professional education, contributing to impactful learning experiences that drive career advancement and industry success.Fitch Learning is currently seeking an Exam Delivery Manager (Associate Director level) based out of our Toronto office.The Exam Delivery Manager oversees regulatory certification program delivery and reports to the Director, Regulatory Certification Program Delivery. Responsible for a small team, the manager will support recruitment, provide input on delivery portals and service standards, and help build administrative services. Once operational, the manager will ensure high customer service, report on exam delivery, monitor service standards, and manage daily stakeholder communications throughout the licensure exam process.How You'll Make an Impact:
  • Advise leadership and recruit staff for seamless, high quality exam delivery
  • Manage a small team of exam delivery customer service agents by
  • Train and mentor exam delivery customer service agents.
  • Maintaining/improving service standards
  • Managing the teams' daily emails/calls and delegation up/down of ad hoc issues as they arise
  • Identifying and responding to emerging issues with the support of the director
  • Managing performance reviews and reports for your team
  • Supports stakeholders during exam delivery development and ongoing
  • Provides administrative services and assistance to the examinations program
  • Ensure quality data management on portals/database is met
  • Provide reports to stakeholders on exam information as required (examples: accommodation request, pass fail rates, delivery issues and support portal data)
  • Works with the program director to develop and deliver the exam program quality improvement initiatives.
You May be a Good Fit if:Administrative Skills
  • Experience in licensure exam delivery.
  • High proficiency in Microsoft Office applications, especially Excel.
  • Ability to quickly learn and work within new software systems.
  • Ability to create reports, presentations, and administrative documentation to a high standard.
  • Comfort working under pressure, delegating tasks, and meeting deadlines.
  • Confidence in making and receiving phone calls and emails with stakeholders.
  • Ability to work in a fast-paced environment and manage stakeholder expectations.
  • Demonstrated courtesy, professionalism, tact, and diplomacy to build rapport with stakeholders and foster these qualities within your team.
Customer Service
  • Confidence in making and receiving phone calls and emails with stakeholders.
  • Ability to work in a fast-paced environment and manage stakeholder expectations.
  • Demonstrated courtesy, professionalism, tact, and diplomacy to build rapport with stakeholders and instill these qualities in your team.
Communication
  • Exceptional interpersonal skills in all interactions.
  • Excellent written and oral communication skills, with the ability to provide detailed explanations and interpretations of guidelines and procedures to examination candidates, ensuring their understanding. Ability to train your team to deliver the same.
  • Active listening skills, empathy, sensitivity, and patience to remain composed, convey understanding, and effectively manage applicants respectfully when resolving difficult situations.
Planning and Organization
  • Strong ability to plan, organize, and prioritize team workload in response to demands.
  • Ability to make clear and timely decisions related to key work responsibilities.
  • Effective problem-solving skills and ability to implement solutions.
  • Ability to work in a developing exam delivery program and plan for future delivery strategies.
  • Ability to lead by example in planning, organizing, and managing ongoing daily exam delivery support.
Analytical, Critical Thinking, and Problem Solving
  • Consistent attention to detail in all aspects of work, with the ability to set the same expectations for your team.
  • Ability to effectively analyze exam delivery data, identify issues, and work with senior leadership to mitigate risks to the delivery model.
  • Ability to manage resistance, objections, and complaints, and delegate appropriately up or downstream as needed.
  • Flexibility to adapt your approach to individual situations and circumstances.
Education
  • Post-secondary education: Master's level university degree in a related area required.
  • 5+ years of management or supervisory experience in customer service.
What Would Make You Stand Out:Administrative Skills
  • Lean Six Sigma experience
  • Proficiency in Visio
  • Experience with regulatory programs in Canada
Customer Service
  • Experience managing or supervising a team with deliverable/reportable service standards
Communication
  • Fluency in French
Education and Experience
  • 5+ years of experience in related fields such as professional associations, regulatory colleges, or licensing exam delivery
Why Choose Fitch:
  • Hybrid Work Environment:3 days a week in office required based on your line of business and location
  • A Culture of Learning & Mobility: Dedicated trainings, leadership development and mentorship programs designed to ensure that your time at Fitch will be a continuous learning opportunity
  • Investing in Your Future: Retirement planning and tuition reimbursement programs that empower you to achieve your short and long-term goals
  • Promoting Health & Wellbeing: Comprehensive healthcare offerings that enable physical, mental, financial, social, and occupational wellbeing
  • Supportive Parenting Policies: Family-friendly policies, including a generous global parental leave plan, designed to help you balance career and family life effectively
  • Inclusive Work Environment: A collaborative workplace where all voices are valued, with Employee Resource Groups that unite and empower our colleagues around the globe
  • Dedication to Giving Back: Paid volunteer days, matched funding for donations and ample opportunities to volunteer in your community
Fitch is committed to providing global securities markets with objective, timely, independent and forward-looking credit opinions. To protect Fitch's credibility and reputation, our employees must take every precaution to avoid conflicts of interest or any appearance of a conflict of interest. Should you be successful in the recruitment process at Fitch Ratings you will be asked to declare any securities holdings and other potential conflicts prior to commencing employment. If you, or your immediate family, have any holdings that may conflict with your work responsibilities, you may be asked to divest yourself of them before beginning work.Fitch is proud to be an Equal Opportunity and Affirmative Action Employer. We evaluate qualified applicants without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, disability, protected veteran status, and other statuses protected by law.#LI-MH1 #LI-HYBRID

Fitch Group