Vice President – Education Process Outsourcing (EPO)

Key Responsibilities

Strategic Planning & Execution

• Define the 30-60-90 day roadmap to set up the EPO foundation (team, process, systems).
• Design and implement a 6–12 month plan for vertical expansion, service integration, and P&L performance.
• Establish SOPs, compliance frameworks (GDPR, SLAs), and quality metrics across all functions.

Service Delivery & Operations

• Set up and scale service delivery across the three phases:
  • Phase 1 – Support: Admissions, helpdesk, document management, digital marketing
  • Phase 2 – Operations: Scheduling, exams support, transcripts, payroll & HR
  • Phase 3 – Strategic: Research support, curriculum services, learning analytics
• Build and manage delivery teams in alignment with global university partner requirements.
• Ensure high-quality outcomes through standardized operating procedures and real-time monitoring tools.

Client Engagement & Growth

• Develop and execute a go-to-market strategy to acquire university clients globally.
• Identify and segment target markets; build tailored value propositions for each.
• Manage client onboarding, contract negotiations, and strategic account management.
• Foster long-term relationships through consistent delivery, reporting, and communication.

Financial & P&L Ownership

• Own the P&L of the EPO division; ensure profitability and cost-efficiency.
• Track operational performance, margin optimization, and client satisfaction KPIs.
• Prepare business forecasts, cost structures, and strategic investment plans.

Technology, Innovation & Risk

• Integrate automation tools, AI/ML, and analytics into service delivery.
• Collaborate with MSM’s tech and product teams for platform-based delivery.
• Identify potential risks and ensure regulatory and data compliance at all levels.

Qualification & Requirements

Required Qualifications & Experience

• Minimum 15 years of experience in operations, outsourcing, shared services, or education management.
• Proven track record in setting up and scaling offshore delivery centers or shared service units.
• Experience working with international universities or education outsourcing clients (preferred).
• Strong understanding of academic/non-academic workflows such as admissions, exams, student support, etc.
• Financial acumen, including experience owning or managing a P&L.
• Excellent leadership, stakeholder management, and communication skills.

Preferred Qualifications

• MBA/PGDM or equivalent advanced degree in Business, Operations, or Education Management.
• Experience in BPO, EdTech, or education consulting.
• Exposure to compliance standards like GDPR, ISO, and SLAs in international contexts.

Benefits

No information available.