Department: EPO Division
Location: Gurugram, India
Reports To: CEO
Organization: MSM Unify
Employment Type: Full-Time
Position Overview
We are seeking an experienced, entrepreneurial, and visionary Vice President – EPO to
spearhead MSM Unify’s Education Process Outsourcing initiatives. The role involves owning and
scaling the EPO business unit, delivering best-in-class outsourced academic and operational
services to global institutions while building a sustainable, tech-enabled, and process-driven
delivery organization.
The VP – EPO will be responsible for establishing the foundational delivery infrastructure,
managing client acquisition and onboarding, ensuring service excellence, and driving profitability
and strategic growth in this new business vertical.
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:
o Phase 1 – Support: Admissions, helpdesk, document management, digital
marketing
o Phase 2 – Operations: Scheduling, exams support, transcripts, payroll & HR
o 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.
