Co-Head Client Delivery ROA

Intellect Minds Pte Ltd; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A leading education consultancy in Singapore seeks a Co-Head of Client Delivery to enhance client experiences and drive operational excellence. The role requires delivering exceptional educational experiences through innovative client management strategies. Candidates must possess a Bachelor's or Master's degree and 4+ years in relevant fields, particularly in client delivery or academic counseling. Strong leadership, strategic thinking, and exceptional communication skills are essential. The position demands collaboration across teams to align client expectations and ensure successful outcomes.

Qualifications

• 4+ years in client delivery or academic counseling with leadership experience.
• Experience with high-value clients and top-tier institutions.
• Strong expertise in managing teams and driving operational excellence.

Responsibilities

• Lead client delivery and relationship management efforts.
• Develop systems for tracking delivery KPIs and continuous improvement.
• Mentor and coach team members to enhance client engagement.

Skills

Client relationship management

Academic counseling

Strategic thinking

Exceptional communication skills

Data-driven decision making

Education

Bachelor's or Master's degree in relevant field

Job description

About the Role

The Co- Head of Client Delivery at Added Education is a critical leadership role, responsible for delivering an exceptional experience to students while driving innovation, operational excellence, and cultural leadership. From shaping student journeys to mentoring teams and enabling strategic partnerships, this role blends intellect, empathy, and execution to define excellence as a standard in client delivery.

Responsibilities

Client Experience & Relationship Management

• Building and maintaining relationships with current client families and past client families who have been successful and continue to be supportive.
• Working 1‑on‑1 with certain key high‑value clients. Understand their strengths, weaknesses, goals and development needs.
• Resolving client complaints and issues in a timely manner.
• Work closely with AddedEducation counselors to provide support to deepen and broaden client‑engagement.
• Providing guidance on strategizing client engagement for creating abiding relationships.
• Scheduling and preparing quarterly & monthly reviews to set objectives and identify gaps in client engagement.
• Act as the escalation and resolution point for complex or sensitive client journeys balancing empathy, strategy, and diplomacy.
• Ensure that AddedEducation's service delivery is synonymous with trust, transparency, and transformation.

Profile Building & Applications

• Ensure that all student profiles in the specific region are aligned with their personal brands, values, and long‑term academic goals.
• Collaborate with the Capability Centre team to deepen profile‑building through research projects, internships, and social impact initiatives.
• Apply internal and external validation frameworks to bring structure, depth, and credibility to student narratives.
• Oversee the quality, coherence, and originality of all application materials – essays, LORs, activity lists, and interview preparation – while preserving each student's authentic voice.

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Operations & Delivery Excellence

• Design and manage systems to track delivery KPIs such as counselor productivity, student satisfaction, milestone completion, and outcomes.
• Implement an escalation tracking mechanism to proactively identify and address client dissatisfaction, reducing disenrollment risk through early intervention and case‑specific support.
• Lead continuous improvement initiatives in delivery workflows, SOPs, and reporting mechanisms to drive clarity and consistency.
• Conduct regular quality reviews and audits to uphold the highest standards of academic counseling and client experience.
• Coordinate closely with Sales, Product, Writing, and Tech teams to ensure delivery excellence aligns with broader company goals.

Team Management & Capability Development

• Team management to foster a high‑performance culture grounded in ownership, learning, and care.
• Collaborate with the team to design and lead Upskilling frameworks that focus on counselor growth, profile‑building excellence, and innovation.
• Establish transparent progression pathways and role expectations, with a focus on leadership readiness and long‑term career development.
• Coach the team on how to deliver a concierge‑level experience that combines academic insight with emotional intelligence.

Client Acquisition Support & Industry Thought Leadership

• Partner with the Client Acquisition team to provide thought leadership on college admissions, student journeys, and market shifts.
• Attend select sales calls to offer technical insights and academic credibility to prospective families.
• Maintain strong relationships with alumni families to drive word‑of‑mouth referrals and support brand advocacy.
• Act as the internal repository of industry knowledge, training teams and informing messaging with insights from the ground.

Strategic Thinking & Product Innovation

• Identify emerging trends in education and admissions to guide the evolution of delivery formats, verticals, and services.
• Collaborate with leadership and capability teams to iterate on curriculum, student journeys, and differentiated offerings.
• Contribute to long‑term strategy by transforming insights into scalable innovations and future‑ready delivery models.
• Represent AddedEducation's delivery philosophy in leadership forums, marketing initiatives, and thought leadership content.

Required Skills and Educational Qualifications

Educational Qualifications:

Bachelor's or Master's degree from a reputed university in the US/UK, ideally in Education, Business Administration, or a related field.

Professional Experience & Skills:

• 4+ years of experience in client delivery, academic counseling, or a related field, with at least 2 years in a leadership or management role overseeing teams.
• Proven experience in client relationship management with a focus on high‑value clients and students, especially in a global education or admissions context.
• Strong expertise in academic counseling, profile building, and college admissions across top‑tier institutions (Ivy League, Oxbridge, etc.).
• Exceptional communication skills, both verbal and written, with the ability to present and influence at all levels of the organization and client base.
• Expertise in team management, with a track record of mentoring and developing high‑performing teams, including Senior Leads, Counselors, and Associates.
• Demonstrated success in driving operational excellence, improving processes, and tracking KPIs to ensure client satisfaction and business outcomes.
• Strong strategic thinking, with the ability to identify trends, innovate delivery models, and contribute to product development or service refinement.
• Experience in managing cross‑functional collaboration, working with sales, product, and tech teams to align on client expectations and delivery outcomes.
• Ability to handle complex client escalations with empathy, tact, and strategic insight, ensuring client retention and satisfaction.
• Skilled in data‑driven decision‑making, using analytics to guide operational improvements and to make informed business decisions.

Key Attributes:

• Deeply passionate about student success and committed to delivering exceptional educational experiences.
• Highly organized, with the ability to manage multiple high‑priority initiatives simultaneously.
• Ability to adapt quickly to changing client needs, industry trends, and organizational priorities.
• Strong problem‑solving skills, with a proven ability to address challenges proactively and thoughtfully.
• Confidentiality and professionalism in handling sensitive client information and strategic data.