Channel Engagement Manager

SUMMARY :

The Channel Engagement Manager at Prometric plays a crucial role in managing test centers and partner relationships, ensuring contractual obligations are met and maintaining operational excellence across our testing sites. You will be responsible for overseeing site performance, adherence to operational processes, and compliance with required certifications and audits.

Duties and Responsibilities :

Manage test center and partner relationships and ensure contractual obligations are met in a timely manner.

Monitor and manage the performance of testing sites using site scorecards and performance metrics.

Ensure adherence to operational processes, site schedules, and required certifications.

Oversee compliance with audits, including DIP checks, site audits, secret shops, etc.

Respond to escalations from sites and clients in a timely and effective manner.

Document processes, procedures, and tools to maintain consistency and efficiency across sites.

Communication with partners

Ensure all candidates are tested according to Prometric Standard Operating Procedures (SOPs).

Ensure all channel Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are achieved.

Lead initiatives as assigned by management.

Ability / Flexibility to work on weekends and extended hours

TCA certification coordination

Assess test center capacity and work with Test Hours staff to extend site scheduler as necessary

Request escalations for windowed exam dates / hours

Staff related closures

Work with GSTS

Monitor and be aware of tech upgrades

Answer questions from sites / help with communication

TA escalations and requests

Site management

Client escalations and command centers

Yearly follow up on current staff present at site

Site moves – monitor and help with any items that come up

Ownership changes – Help the buildout team as needed

New site buildout – Work with site ownership to setup accounts and train as needed

Support client escalations and command centers

New site set up and training, following up on performance

Qualification and desired skills

Analytic skills with proficiency in Excel, Power Point etc

Bachelor’s degree in business administration, management or other relevant experience.

3-4 years of experience in partner management, customer or client relations, preferably in the testing or assessment industry.

Strong understanding of operational processes and compliance requirements.

Excellent communication and interpersonal skills.

Ability to manage multiple priorities and thrive in a fast-paced environment.

Critical thinking skills.

Attention to detail and a commitment to delivering high-quality service.

Strong problem-solving and decision-making abilities.

Willingness to travel to testing sites as needed.

Proficiency in English, Hindi and Kannada