Location - Gurugram Remote as per business requirements
Department - Education Process Outsourcing EPO
Employment - Type Full-Time
About MSM Unify EPO
MSM Unifys Education Process Outsourcing EPO service enables partner universities to outsource non-core, high-volume, and support functions to expert teams, allowing institutions to focus on teaching, research, and student success. Delivered from India on an AI-first platform, EPO helps universities reduce operational costs by 3060%, improve service quality, and scale efficiently without additional infrastructure investment.
The EPO division operates across 12 service lines spanning academic operations, institutional administration, and the student lifecycle, forming the Resources pillar within the MSM Unify ecosystem.
Role Overview
We are seeking an experienced Director, EPO Mobilisation and Client Onboarding to lead the end-to-end onboarding and mobilisation of newly signed university partners. This strategic leadership role is responsible for taking every engagement from contract signing through successful go-live, ensuring delivery excellence, operational readiness, and achievement of MSM Unifys cost-saving commitments.
The successful candidate will collaborate closely with cross-functional EPO leadership teams to establish scalable, high-performing service delivery models powered by MSM Unifys AI-first platform.
- Key Responsibilities
- Mobilisation Strategy Governance
- Own and continuously enhance the EPO mobilisation framework across all service lines.
- Lead mobilisation planning, governance, and execution for new partner universities.
- Establish and chair Mobilisation Steering Committees with university stakeholders and MSM Unify leadership.
- Manage mobilisation stage gates including initiation, design, knowledge transfer, parallel run, go-live, hyper-care, and closure.
- Track progress through governance reporting, risk logs, and milestone management.
- Process Discovery Operational Readiness
- Lead process discovery workshops and document SOPs, RACI matrices, service levels, and exception handling procedures.
- Ensure platform workflows, automation, and reporting dashboards are aligned with partner requirements.
- Capture academic and operational policies to ensure seamless transition and compliance.
- Validate operational readiness before go-live.
- Commercial Cost Management
- Develop and validate mobilisation business cases aligned with the 3060% cost-saving commitment.
- Manage mobilisation budgets, resource planning, and capacity assumptions.
- Partner with Finance and Service Delivery teams to maintain commercial discipline.
- Control scope changes and mitigate risks to profitability.
- Client Stakeholder Management
- Act as the primary senior point of contact for university stakeholders during mobilisation.
- Build strong relationships with Registrars, Finance leaders, IT leaders, Student Services teams, and Alumni departments.
- Translate operational complexities into clear executive-level communication.
- Proactively identify and resolve risks, issues, and escalations.
- Collaborate with Legal, Finance, and Global University Partnerships teams to ensure contractual alignment.
- Mobilisation Centre of Excellence
- Develop and maintain a best-in-class Mobilisation Centre of Excellence.
- Make reusable templates, frameworks, accelerators, and certification pathways for mobilisation teams.
- Capture lessons learned and continuously improve mobilisation methodologies, pricing models, and risk frameworks.
- Key Performance Indicators KPIs
- Successful and timely go-live of all assigned EPO engagements.
- Mobilisation cost variance maintained within approved thresholds.
- Achievement of committed cost-saving outcomes.
- Service-level performance exceeding 95% during the first 90 days of operations.
- High partner satisfaction CSAT scores at mobilisation closure.
- Zero critical incidents attributable to mobilisation design defects during the first 90 days post go-live.
- Required Experience
- 12-16 years of professional experience in EPO, BPO, GBS, Shared Services, or large-scale transformation environments.
- Proven track record leading complex multi-functional transitions and mobilisation programs.
- Demonstrated experience delivering at least three end-to-end transitions across multiple geographies.
- Experience working with universities, higher education institutions, accreditation bodies, or knowledge-intensive industries is highly desirable.
- Qualifications
- Mandatory
- Postgraduate degree in Management, Operations, Engineering, or a related discipline.
- PMP, PRINCE2, or MSP certification.
- Preferred
- Lean Six Sigma Black Belt.
- ITIL Foundation or equivalent process excellence certification.
