- Company Name
- QS Quacquarelli Symonds
- Job Title
- Global Operations Director - University Services (6 months FTC)
- Job Description
-
**Job Title**
Global Operations Director – University Services
**Role Summary**
Senior operational leader responsible for managing global admissions, conversion, and student‑success functions for university branded services. Directs distributed teams across multiple time zones, implements CRM and AI‑enabled processes, and ensures compliance with international admission and data‑privacy regulations. 6‑month fixed‑term contract.
**Expectations**
- Deliver service‑level agreements (SLAs), KPIs, and quota targets consistently.
- Drive operational excellence, process optimisation, and technology adoption.
- Maintain high partner satisfaction and retain key university relationships.
- Uphold rigorous compliance, risk‑management, and quality‑assurance standards.
**Key Responsibilities**
- Lead and coach global teams (admissions, conversion, student‑success advisors) across Kuala Lumpur, Bangalore, London, and Melbourne.
- Resource, train, and performance‑manage teams to achieve SLAs and KPIs.
- Design and optimise workflows, resource models, and process improvements across multi‑time‑zone operations.
- Oversee daily delivery of university‑partner services, embodying each institution’s brand voice and values.
- Partner with digital‑transformation and AI initiatives to implement new CRM systems, automation, and predictive analytics.
- Serve as primary operational liaison for university partners in ANZ, UK, and North America.
- Monitor dashboards, report KPIs, identify risks/opportunities, and drive continuous improvement.
- Implement fraud detection, document verification, visa guidance, data security, and GDPR compliance frameworks.
- Foster a culture of accountability, coaching, and continuous improvement.
**Required Skills**
- Leadership and people management in a global, multi‑functional environment.
- Operations management with strong focus on admissions, conversion, and student‑success metrics.
- Expertise in CRM (Salesforce, Microsoft Dynamics, or equivalent) and AI/automation toolsets.
- Data‑driven decision making; proficiency in analytics dashboards and reporting tools.
- Deep understanding of international admission regulations, immigration compliance, and data‑privacy laws (GDPR, ANZ, US, UK, Canada).
- Process improvement and workflow optimisation (Lean, Six Sigma).
- Strong stakeholder management and partnership‑oriented communication.
- Ability to operate across multiple time zones and drive cross‑border collaboration.
**Required Education & Certifications**
- Bachelor’s degree in Business Administration, Operations Management, or related field (minimum).
- Project Management Professional (PMP), Lean Six Sigma Green/Black Belt, or equivalent preferred.
- CRM or data‑analytics certification (e.g., Salesforce Administrator, Tableau Desktop Specialist) advantageous.