Location India Client-site travel as required
Department Education Process Outsourcing EPO, MSM Unify
Employment Type Full-Time, Permanent
Reports To Head of EPO, MSM Unify
Experience 12-16 Years
Job Description
Director, EPO Capability and Talent Build
About MSM Unify EPO
MSM Unifys Education Process Outsourcing EPO service enables partner universities to outsource non-core, high-volume, and operational support functions to dedicated expert teams. Delivered through an AI-first operating model, EPO helps institutions reduce operational costs, improve service quality, accelerate turnaround times, and scale efficiently without additional infrastructure investments.
The EPO function supports universities across twelve service lines covering academic operations, institutional administration, and the student lifecycle, making it a critical growth pillar within MSM Unify global education ecosystem.
Position Overview
The Director, EPO Capability and Talent Build will lead the talent acquisition, learning, development, and workforce capability strategy for MSM Unifys Education Process Outsourcing division.
This leadership role is responsible for building and maintaining a high-performing workforce across all EPO service lines by ensuring the right talent is hired, trained, certified, and continuously developed to meet partner university standards. The successful candidate will leverage AI-driven platforms, data analytics, and modern talent practices to Make a scalable, future-ready people engine that supports operational excellence and business growth.
- Key Responsibilities
- Workforce Planning Talent Strategy
- Develop and manage rolling workforce plans and long-term talent forecasts across all EPO service lines.
- Partner with business leaders to align hiring requirements with operational demand and growth plans.
- Translate capacity and resource models into detailed hiring plans, including role profiles, competencies, language requirements, and shift coverage.
- Maintain accurate workforce dashboards covering demand, supply, recruitment pipelines, and hiring conversions.
- Talent Acquisition Selection
- Build and optimize multi-channel sourcing strategies across direct hiring, referrals, campus recruitment, recruitment partners, digital platforms, and talent communities.
- Establish role-based assessment frameworks covering cognitive, behavioral, language, and domain competencies.
- Drive structured interviewing, candidate evaluation, calibration processes, and hiring manager capability programs.
- Ensure high-quality hiring outcomes while maintaining cost and efficiency targets.
- Learning, Certification Capability Development
- Lead the EPO Education Academy and oversee onboarding, induction, certification, and continuous learning programs.
- Ensure 100% certification completion before employees are deployed to partner university accounts.
- Design and implement capability-building initiatives that enhance productivity, service quality, and operational performance.
- Utilize AI-powered learning and performance platforms to drive measurable development outcomes.
- Employer Branding, Diversity Inclusion
- Position MSM Unify EPO as an employer of choice within education services and higher education operations.
- Develop and execute diversity, equity, and inclusion hiring strategies.
- Ensure fair, inclusive, and bias-free recruitment practices.
- Strengthen employer brand presence across platforms such as LinkedIn, Glassdoor, AmbitionBox, and other talent communities.
- Talent Operations Analytics
- Own and optimize recruitment systems, ATS platforms, recruitment CRM tools, learning management systems, and workforce analytics.
- Deliver regular hiring and capability reports to leadership teams.
- Monitor key talent metrics including hiring performance, certification effectiveness, workforce productivity, and retention.
- Manage recruitment and learning budgets while driving cost efficiencies and measurable ROI.
- Key Performance Indicators KPIs
- 95% on-time hiring against workforce demand and mobilization plans.
- 100% certification completion before employee deployment.
- Industry-leading time-to-fill and cost-per-hire metrics.
- High quality of hire measured through performance and retention outcomes.
- Strong employee engagement and attrition performance.
- Achievement of agreed Diversity, Equity Inclusion goals.
- Effective utilization of recruitment and learning investments.
- Experience
- 12-16 years of experience across Talent Acquisition, Learning Development, Workforce Planning, or Capability Building.
- Minimum 6 years leading integrated talent and capability functions within EPO, BPO, Shared Services, GBS, or large-scale operations environments.
- Proven experience managing high-volume recruitment and workforce certification programs.
- Experience within education services, learner-facing environments, or regulated industries will be an advantage.
- Qualifications
- Postgraduate degree in Human Resources, Management, Business Administration, or a related discipline.
- Professional certifications such as SHRM-SCP, SHRM-CP, AIRS, ATD-CPLP, or similar certifications are preferred.
- Skills Competencies
- Expertise in talent acquisition strategy, workforce planning, sourcing analytics, and recruitment technologies.
- Strong understanding of learning management systems and capability development frameworks.
- Commercial acumen with experience managing hiring costs, training investments, and workforce productivity metrics.
- Data-driven decision-making and workforce analytics expertise.
- Experience working with AI-enabled assessment, learning, and performance platforms.
- Excellent stakeholder management and cross-functional leadership skills.
- Why Join MSM Unify
- Be part of a rapidly growing global education technology and services organization.
- Lead large-scale talent and capability transformation initiatives.
- Drive innovation through AI-powered workforce development.
- Work with leading international universities and education partners.
- Shape the future of Education Process Outsourcing globally.
