Director, EPO, Mobilisation and Client Onboarding

MSM Unify; Gurugram District; On-site; INR 4,500,000 - 7,500,000; Full time

Job summary

MSM Unify seeks a seasoned Director, EPO Mobilisation and Client Onboarding to steer end-to-end onboarding and mobilisation of university partners. You will architect scalable delivery models, chair steering committees, manage gates from initiation to go-live, and ensure delivery excellence, risk control, and cost-saving milestones.

You will collaborate with cross-functional EPO leadership to align workflows, automation, and reporting with partner requirements, capturing policies and enabling

Qualifications

• Postgraduate degree in Management, Operations, Engineering, or related discipline.
• Certification in PM (PMP/PRINCE2/MSP) preferred.
• ITIL Foundation or equivalent process excellence certification preferred.

Responsibilities

• Own end-to-end mobilisation framework across service lines.
• Lead mobilisation planning, governance, and execution for new partner universities.
• Chair Mobilisation Steering Committees with university stakeholders and MSM Unify leadership.
• Manage mobilisation stage gates: initiation to closure, including go-live and hyper-care.
• Track progress via governance reporting, risk logs, and milestones.
• Develop reusable templates, frameworks, and SOPs to scale mobilisation capabilities.

Skills

EPO mobilisation

Stakeholder management

Governance & steering

Program leadership

Process discovery

Budget & cost control

Education

Postgraduate degree in Management/Operations/Engineering

Tools

PMP/PRINCE2/MSP

ITIL Foundation

Job description

Director, EPO, Mobilisation and Client Onboarding

• Director, EPO, Mobilisation and Client Onboarding

Job Description

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.

KRA’s / KPI’s

• 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.

Roles and Responsibilites

• Key Responsibilities
• 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.

Skills and Competencies

• 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
• ITIL Foundation or equivalent process excellence certification.

Chief Strategy and Transformation Officer

Chief Strategy and Transformation Officer

The MSM culture is driven by human values, flexibility, and sustainability.

Leadership with a Heart

Our senior executives and team managers aren’t just experienced and knowledgeable. They are also dependable, insightful, and happily work with teams to meet our goals together.

Diversity and Purpose

There’s never a dull day here, and you won’t get stuck in a single routine or campaign. We offer the chance to work on career-defining projects at MSM or for our partner institutions.

Just as we work hard to help students of the world achieve their study-abroad aspirations, we equip our staff with learning opportunities for their personal and professional growth and advancement.

Stable Partnership

At MSM, we’re in it for the long haul. We work with people who aim to grow with us and take MSM to new heights around the world. Everyone is a partner for growth.

Diversity, Equity & Inclusion

It is our policy not to discriminate against any employee or applicant on the basis of age, race, color, ancestry or ethnic origin, nationality, religious belief, disability, sex or gender identity, sexual orientation, family or marital status, and pregnancy.