Head of Services

Role Overview

The Head of Services owns end-to-end service delivery for MSM Unify's admissions and enrolment operations. This role is accountable for the MSM Unify P&L, team leadership, process quality, and the coordination that connects students, agents, and university partners through a smooth, compliant admissions journey.

Key Responsibilities

• Ensure teams analyze prospective student applications against standard admission policies.
• Own the MSM Unify Services P&L end-to-end.
• Create and forecast budgets; execute project plans while managing multiple tasks, workloads, and team budgets.
• Drive continuous improvement to increase impact on revenue and profitability.
• Build and develop a strong, high-performing team with a winning attitude, ensuring smooth task execution and closure.
• Ensure accuracy in document collection and verification throughout the admissions process.
• Establish and oversee coordination processes across students, agents, and universities.
• Ensure students receive hassle-free assistance in completing enrolment forms.
• Conduct thorough audits of student applications and refer cases to financial services personnel where required.
• Ensure the team supports admission-related presentations and hosts student receptions.
• Maintain the database of student information, call logs, and feedback to generate management reports as needed.
• Ensure the team follows up with students on fees and outstanding documents.
• Review daily, weekly, and monthly reports from the Services team.
• Conduct online webinars for students and universities.

Key Result Areas & Key Performance Indicators

1. Ensure Smooth Operations Setup as Per Standard Admission Policies

Percentage of admissions processed within the standard timeline Target: 100% within policy timelines.

Compliance rate of all admissions with established policies — Target: 100% adherence.

Percentage of successful onboarding of new students — Target: 95%+ with minimal errors.

Number of operational issues or disruptions — Target: fewer than 2 per quarter.

Student satisfaction score regarding the admission process — Target: 90%+ in post-admission surveys.

2. Forecast Budgets with Ability to Execute Project Plans

Accuracy of budget forecasting — Target: 5% variance between forecasted and actual budgets.

Percentage of projects executed within allocated budget — Target: 95%.

Number of projects completed on time — Target: 90% within stipulated timeframe.

ROI on budgeted projects — Target: 10% return on investment per major project.

Frequency of budget review meetings — Target: monthly.

3. Improve Results and Increase Impact on Revenue and Profitability

Quarterly revenue growth rate — Target: X% per quarter.

Increase in profitability — Target: X% improvement in profit margins year-over-year.

Improvement in process efficiency — Target: 10% reduction in cost per process/student.

Number of improvement initiatives launched — Target: at least 2 per quarter.

Increase in customer lifetime value (CLV) or student retention — Target: Y% / Z% respectively.

4. Coordination with Students, Agents, and the University

Response time to student, agent, and university queries — Target: within 24 hours.

Number of escalations or complaints — Target: fewer than 2 per month.

Coordination satisfaction score — Target: 90% satisfaction rate.

Accuracy and timeliness of document processing — Target: 98% within deadlines, no errors.

Successful resolution of coordination issues — Target: 95% resolution rate.

5. Audit Accuracy and Financial Services Referrals

Accuracy of student application processing — Target: 99%.

Percentage of applications referred to financial services — Target: 10–20% of total applications.

Time taken to audit and review applications — Target: [X] hours/days per application.

Discrepancies found during audits — Target: fewer than 1% of applications.

Student feedback on the application process — Target: 90%+ satisfaction.

6. Review Daily, Weekly, and Monthly Reports from the Services Team

Timeliness of report submission — Target: 100% on time.

Report issues or discrepancies identified — Target: less than 5%.

Actionable insights identified per report cycle — Target: at least 2–3.

Timely implementation of corrective actions — Target: 100% within a week of review.

Staff satisfaction with report clarity and usefulness — Target: 85%+.

7. Conduct Online Webinars for Students and Universities

Number of webinars conducted — Target: [X] per month.

Number of participants per webinar — Target: [X].

Participant engagement rate — Target: 75%+ engaging with questions/polls.

Post-webinar satisfaction score — Target: 85%+.

Conversion rate of attendees to applicants/enrollments — Target: 20%+.

Candidate Profile

• 10 years of experience in international education services / admissions operations, ideally including team leadership and P&L ownership.
• Strong track record of managing multi-stakeholder coordination across students, agents, and university partners.
• Proven experience with budgeting, forecasting, and project execution.
• Excellent people-management skills, with experience building and developing teams.
• High attention to detail, particularly around compliance and document verification.
• Strong communication and reporting skills, comfortable presenting to management and hosting webinars.