Location Gurugram Remote as per business requirements
Department Education Process Outsourcing EPO
Experience 14 -18 Years
Employment Type Full-Time
About MSM Unify EPO
MSM Unifys Education Process Outsourcing EPO enables universities and higher education institutions to outsource non-core, high-volume, and support functions to expert teams, allowing them to focus on teaching, research, and student success. Delivered from India through an AI-first platform, EPO helps institutions reduce operational costs by 3060%, improve service quality, and scale efficiently without significant infrastructure investments.
The EPO portfolio operates across twelve service lines covering academic operations, institutional administration, and the student lifecycle
Timetabling Resource Planning Support
Assessment Results Processing Support
Centralized Document Records Management
Learning System Knowledge Base Support
Alumni Engagement Data Management Services
Staffing HR Operations Support
Donor Endowment Administration Support
Innovation IP Filing Assistance
Financial Operations Compliance Support
Institutional IT Support Services
Application Assistance Student Services
Academic Design, Mentorship Strategic Programs
Role Overview
The Director, EPO Service Delivery is responsible for the end-to-end operational delivery of all twelve EPO service lines across the partner university portfolio. This role drives service excellence, operational efficiency, profitability, partner satisfaction, and continuous improvement through AI-enabled processes and automation.
The successful candidate will ensure partner institutions consistently achieve the promised operational savings, service quality enhancements, and measurable business outcomes.
- Key Responsibilities
- Service Delivery Leadership
- Own and manage performance across all twelve EPO service lines.
- Lead a unified delivery organization comprising service-line leaders, quality teams, workforce management, training, and platform operations.
- Ensure operational excellence, scalability, and consistent service outcomes across all engagements.
- SLA Quality Management
- Deliver against contractual SLAs, KPIs, and customer satisfaction targets.
- Conduct weekly, monthly, and quarterly performance reviews with partner universities.
- Lead root-cause analysis and corrective action planning for service deviations.
- Establish and maintain a robust quality management framework including audits, monitoring, calibration, and customer feedback programs.
- AI Automation Enablement
- Collaborate with Product and Engineering teams to integrate AI-driven workflows, automation, and analytics into service operations.
- Translate operational challenges into product enhancement opportunities.
- Drive data-led decision-making and operational innovation across the EPO function.
- Ensure dashboards and analytics solutions deliver meaningful insights to partner institutions.
- Financial Performance Margin Management
- Own portfolio-level contribution margin and operational profitability.
- Partner with Finance for forecasting, variance analysis, and budget management.
- Maintain operational efficiency while sustaining 3060% cost savings for partner institutions.
- Manage capacity planning and resource forecasting across all engagements.
- Compliance, Risk Information Security
- Ensure adherence to FERPA, UK GDPR, EU GDPR, DPDP Act, ISO 27001, and partner university policies.
- Own operational risk management, business continuity planning, and disaster recovery readiness.
- Maintain audit readiness and compliance standards across all service lines.
- Partner Relationship Management
- Serve as the senior operational leader for university partners.
- Build executive-level relationships with institutional stakeholders.
- Identify opportunities for account growth and service expansion.
- Lead critical issue resolution and escalation management with speed and accountability.
- Key Performance Indicators KPIs
- SLA achievement across all service lines 95% target
- Partner CSATNPS performance
- Sustained operational cost savings 3060% target range
- EPO contribution margin achievement
- Year-over-year productivity improvements through AI and automation
- Successful compliance and audit outcomes with zero material findings
- Experience
- 1418 years of experience in operations leadership within EPO, BPO, GBS, Shared Services, or similar environments.
- Minimum 6 years leading large, multi-functional delivery organizations.
- Proven experience managing complex operational portfolios and large-scale service delivery teams.
- Demonstrated success in delivering significant client cost savings while maintaining profitability.
- Experience supporting academic or higher education operations is highly desirable.
- Education Certifications
- Postgraduate degree in Management, Operations, Business Administration, or a related field.
- Lean Six Sigma Black Belt or Master Black Belt Mandatory.
- COPC Certification, ITIL Foundation, or ISO 9001 Lead Auditor certification Preferred.
