Manager, Exam Administration

Position Title: Manager, Exam Administration

Position Type: Regular

Location: Mississauga, ON

Job Grade: 7

Salary Range: $102, $138,660.70/year

Hours of work: 36.25 hours/week

Reporting to: Director, Regional Operations

This Posting is Open To: Internal/External Applicants

Skilled Trades Ontario is a Crown agency
responsible for skilled trades certification in Ontario, which includes:

• Establishing
  apprenticeship programs,
  including training standards, curriculum standards and certification exams.
• Administering apprenticeship programs
  , including approving apprentices and sponsors, registering training agreements and assessing applications for apprenticeship program completion.
• Issuing certificates of apprenticeship
  to completed Ontario apprentices.
• Assessing
  experience
  and qualifications
  of individuals who have not completed an apprenticeship program in Ontario.
• Administering exams
  , including certifying exams, in all trades subject to certifying exams.
• Issuing
  Certificates of Qualification
  in all trades with certifying exams.
• Renewing
  Certificates of Qualification
  in compulsory trades.
• Maintaining
  a Public Register
  of people authorized to work in compulsory trades.
• Researching
  apprenticeships and the trades.

The Exam Administration Manager provides strategic leadership and operational oversight for all aspects of Skilled Trades Ontario's exam administration function. This role ensures the secure, compliant, and efficient delivery of examinations in alignment with STO's mandate, regulatory standards, and the Red Seal Program. The ideal candidate will develop and implement policies, procedures, standard operating procedures and compliance protocols to guide exam delivery, security, and results management. They will oversee scheduling, logistics, reporting and vendor management, while also leading communications and change management initiatives. The Manager also leads the Exam Coordination Unit, a centralized team responsible for creating exam sessions, completing the required preparation work in ICEMS and liaising with Training Delivery Agents (TDAs) on the onsite delivery of final-level examinations. As the primary liaison with Training Delivery Agents, colleges, vendors and other external partners, the Manager ensures excellent customer service in a high-volume, high-stakes environment. The role further includes responsibility for budget, staffing and contract management, with a strong focus on performance monitoring, quality assurance and continuous improvement.

Responsibilities:

• Provide strategic leadership and oversight for all aspects of exam administration, ensuring alignment with Skilled Trades Ontario's mandate, standards and regulatory requirements;
• Develop and implement policies, procedures and compliance protocols for exam delivery, security and results management;
• Develop, implement and maintain standard operating procedures (SOPs) and work instructions across all activity clusters to ensure consistency, quality and efficiency;
• Oversee scheduling, logistics, exam delivery and reporting across all exam administration activities;
• Manage the development and delivery of communications related to exam administration and lead internal and external change management initiatives;
• Act as the primary liaison with Training Delivery Agents, colleges, vendors and other external partners to support seamless exam operations;
• Oversee customer service and stakeholder inquiries, reinforcing STO policies and procedures in a high-volume, high-stakes environment;
• Monitor performance metrics, service standards and quality assurance processes to support continuous improvement in exam administration;
• Manage budget, staffing resources and contracts related to exam operations;
• Lead vendor management activities, serving as the main point of contact for translation vendors, exam booking systems and external providers such as printing services;

Qualifications:

• University degree, college diploma or an equivalent combination of education and relevant experience providing career support and guidance for skilled trades and apprenticeship;
• Proven years of progressive experience in exam administration, credentialing, testing services, academic operations or a related regulatory and or government environment;
• Demonstrated experience developing SOPs and process documentation;
• Experience managing communications and leading change management initiatives;
• Proven experience providing excellent customer service to apprentices, tradespeople, employer and or sponsors and training providers in high-volume environments;
• Experience managing budgets, staffing, contracts, and vendor relationships;
• Knowledge of examination security requirements, data integrity practices, and quality assurance processes;
• Experience working at a regulatory body or within a government setting is an asset;
• Experience working in a unionized environment is an asset;

Knowledge of:

• Exam administration principles, practices, structures and processes to provide leadership in the planning, development and secure delivery of examinations;
• Current apprenticeship and certification processes in the province of Ontario, as well as familiarity with the Interprovincial Red Seal Program;
• Adult education principles and assessment methodologies to support the development and fair administration of exams;
• Examination security policies and procedures, including those established by Skilled Trades Ontario and the Red Seal program, to protect the integrity of the testing process;
• Records and data management systems and or processes to oversee the collection, analysis and reporting of individual and aggregate examination results and to ensure accuracy, confidentiality and compliance;
• Regulatory and government frameworks relevant to skilled trades and apprenticeship exam administration;

Skills include:

• Leadership and management skills to guide a team responsible for exam administration and service delivery;
• Consultation, stakeholder engagement, and issue resolution skills to liaise effectively with apprentices, tradespeople, employer/sponsors, training delivery agents, colleges and vendors;
• Change management and communication skills to design and deliver strategies for internal and external stakeholders;
• Customer service and problem-solving skills to manage high-stakes inquiries and ensure compliance with policies and procedures;
• Vendor management skills to oversee translation services, booking systems, printing and other exam-related vendors;
• Oral and written communication skills to develop policies, procedures, reports, and correspondence;
• Analytical and data interpretation skills to evaluate exam results, monitor performance metrics and drive continuous improvement;
• Organizational and project management skills to coordinate multiple priorities, schedules and logistics

*Only those candidates selected for an interview will be contacted.

We thank all applicants for their interest and will contact those whose skills, knowledge, and experience most closely match the requirements of the position.

Skilled Trades Ontario embraces diversity and is committed to creating an inclusive workplace. Our goal is to attract, develop and retain highly talented employees from diverse backgrounds, allowing us to benefit from a wide variety of experiences and perspectives. In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act, 2005, and Skilled Trades Ontario's Accommodation Policy, accommodation will be provided at any point throughout the hiring process, provided the candidate makes their accommodation needs known to Skilled Trades Ontario. We welcome applications from all qualified persons.

Skilled Trades Ontario is an equal opportunity employer.