Global Operations Director - University Services (6 months FTC)

The Global Director of Operations for University Branded Services (UBS) is a senior operational leader responsible for ensuring QS delivers world-class admissions, conversion, and student-success operations for university partners across Australia, New Zealand, UK, North America, and beyond. This role oversees distributed teams globally, ensuring they are supported and optimized to meet performance targets. It is central to QS’s evolution as an AI-enabled, technology-forward division, leading operational strategy and execution across the UBS portfolio, championing new CRM systems, digital transformation, and embedding data-driven processes.

Must Have

• Lead global operations for university services.
• Ensure teams meet service-level agreements and KPIs.
• Drive operational discipline and process improvements.
• Oversee daily service delivery for university partners.
• Lead CRM system implementation and technology upgrades.
• Embed AI-enabled workflows and automation.
• Champion data-driven efficiency and student outcomes.
• Serve as operational lead for university partners (ANZ, UK, North America).
• Monitor KPIs and reporting dashboards for risks.
• Uphold admissions compliance (fraud, document verification, GDPR).
• Lead and develop global admissions teams.
• Foster high performance and continuous improvement.
• Support workforce planning and recruitment.
• Demonstrated leadership in university recruitment and admissions.
• Experience in international student recruitment.
• Proficiency in reporting and data analytics.
• Proven ability to set vision, goals, and execute strategies.
• Experience in budget management.
• Essential experience in higher education international student recruitment.
• Experience building commercial models and costing operations.
• Strong operational background.
• Strong organizational and project management skills.
• Demonstrated team leadership.
• Ability to resolve complex issues.
• Skilled in gathering and documenting business requirements.
• Excellent presentation and communication skills.

Good to Have

• Postgraduate qualification

Perks & Benefits

• Flexible working environment
• Free subscription to the Calm App
• Focus on welfare led by global wellness team
• Mental health first aiders globally
• Access to a variety of diversity and inclusion initiatives and groups
• Strong recognition and reward programs
• Support for volunteering and study leave
• Free subscription to LinkedIn learning
• Options to join our outstanding global Mentorship programme

Global Operations Director - University Services (6 months FTC)

London (Hybrid)

Role : Global Operations Director, University Services

Location: UK

Job type: Fixed term contract (6 months)- Hybrid

This position offers a hybrid work model, allowing flexibility between working from home and our office.

Typically, employees are expected to work 2 days in the office per week.

We are running a focused two-week pipeline build, as the successful candidate is expected to start as soon as possible.

• Application Deadline: 7th Dec
• Interview Schedule: Interviews will be conducted later that week (w/c 8th).

We encourage early applications, as the role may close sooner if a strong shortlist is identified.

Why QS?

At QS, we believe that work should empower you. That’s why we foster a flexible working environment that encourages every employee to own their career whilst flourishing personally and professionally. Our company values underpin everything we do – we collaborate, respect and support each other.

It’s our mission to empower motivated people around the world to fulfil their potential through higher education, ensuring that everyone has access to opportunities that change lives.

Our diversity makes us stronger. By sharing our experiences, we learn from one another and achieve more together, driving progress across the sector.

At QS, you’ll be responsible for implementing real change in the international higher education landscape. You’ll take on meaningful challenges that see a positive impact across the business and the wider sector.

We’re confident you’ll feel right at home here. QS was named as one of Newsweek’s Top 100 Most Loved Workplaces® in the UK (October 2023), recognising the respect, trust and appreciation that drive our culture every day. And as a gold-accredited Investors in People organisation – putting us among the top 28% of workplaces globally – it’s official: QS is a place where everyone can thrive.

The role

The Global Director of Operations for University Branded Services (UBS) is a senior operational leader responsible for ensuring that QS delivers world-class admissions, conversion, and student-success operations for our university partners across Australia, New Zealand, UK, North America, and beyond. This role oversees distributed teams in Kuala Lumpur, Bangalore, London, and Melbourne, ensuring they are fully supported, resourced, and optimised to meet ambitious performance targets and uphold QS’s reputation for excellence.

This role is central to QS’s evolution as an AI-enabled, technology-forward division. You will lead operational strategy and execution across our UBS portfolio, championing new CRM systems, digital transformation initiatives and embedding data-driven, compliant, and student-centric processes at every stage of the recruitment and admissions journey.

This role will report into the Senior Vice President and will form part of the QS Wider Leadership Team and the Student Recruitment leadership team.

Role responsibilities:

Operational Leadership & Delivery

• Lead global operations across KL, Bangalore, London, and Melbourne, ensuring seamless delivery of admissions, conversion, and student-success services.
• Ensure all teams are resourced, trained, supported, and performance-managed to consistently achieve service-level agreements (SLAs), KPIs, and quotas.
• Drive operational discipline, workflow optimisation, resource modelling, and process improvements across multi-time-zone teams.
• Oversee daily service delivery for university partners where QS operates as an extension of their brand, ensuring our teams embody each institution's voice, values, and identity.

Technology, CRM & AI Transformation

• Lead implementation and adoption of new CRM systems and technology upgrades, aligned with QS’s broader digital transformation strategy.
• Partner with the digital transformation programme team to embed AI-enabled workflows, automation, and predictive insights into operational processes.
• Champion best-practice use of data, analytics, and technology to increase efficiency, visibility, and student outcomes.

Client Excellence & Partner Collaboration

• Serve as the operational lead for a portfolio of prestigious university partners across ANZ, the UK, and North America.
• Work closely with Client Delivery Team and Account Managers to ensure operational delivery aligns with partner expectations.
• Monitor KPIs and reporting dashboards to identify risks, opportunities, and continuous improvement initiatives.
• Ensure high satisfaction and retention by offering proactive, insight-led operational recommendations to partners.

Admissions Compliance, Quality Assurance & Risk Management

• Uphold the highest standards of compliance across international and domestic admissions, including:
• Fraud detection and prevention
• Document verification
• Visa and immigration guidance boundaries
• Quality assurance and audit processes
• Data security and GDPR
• Institutional, state, and federal compliance standards (ANZ, UK, US, Canada
• Implement rigorous controls and governance frameworks to safeguard institutional integrity and student outcomes.

People Leadership

• Lead, inspire, and develop a global team of admissions professionals, conversion specialists, student-success advisors, and operational managers.
• Foster a culture of high performance, accountability, coaching, and continuous improvement.
• Support workforce planning, succession, and recruitment in high-growth, high-demand environments.

Any other duties to ensure operational success of university branded services.

Key skills and experience:

Demonstrated knowledge and experience

• Demonstrated leadership experience, effectively managing and delivering a university recruitment and admissions service.
• Previous experience working within a cross-functional team in the areas of domestic or international student recruitment.
• Demonstrated experience in reporting, with an understanding of data analytics
• Experience in establishing and articulating a vision, setting goals, developing and executing strategies, tracking and measuring results.
• Experience of managing budgets.
• Experience working within the higher education or education management industry in the area of international student recruitment and admissions is essential.

Technical skills and qualifications

• Bachelor’s degree in a relevant subject (postgraduate qualification preferred), or equivalent experience.
• Experience building commercial models and costing operations.
• Strong operational background or experience
• Willingness to work in a global environment across time zones

Behavioural competencies

• Strong organisation and project management skills.
• Demonstrated team leadership ability.
• Ability to understand critical issues and bring appropriate resolution to complex issues.
• Ability to gather and document quality business requirements.
• Excellent presentation and communication skills, verbal and written.

So, who are we and what do we do?

QS is the world’s leading provider of services, analytics, insights, and intelligence to the global higher education sector - supporting university excellence across the world. Our student recruitment and enrolment solutions enable universities and business schools to connect with talented individuals seeking to further their academic progress and career development. Our portfolio of professional services includes consultancy, student mobility and academic partnerships management, and branding solutions. We publish highly visible and influential rankings of international universities, including the QS World University Rankings® which reaches a global audience of hundreds of millions of people.

Founded in 1990, our activities span across 50 countries, working with over 2000 of the world’s leading higher education institutions and over 12,000 employers.

Headquartered in London, QS has over 800 employees globally with offices in Australia, Malaysia, India, Romania, Singapore, France, Germany, and the USA. QS keeps growing organically, through acquisition and by recruiting top talent across key regions.

We take investing in our people very seriously.

Outside of the standard benefits we also offer resources to allow professional growth and wellness initiatives to nurture a healthy mindset:

• Free subscription to the Calm App – the #1 app for sleep, meditation, and relaxation
• A focus on welfare which is led by our global wellness team, with mental health first aiders globally
• Access to a variety of diversity and inclusion initiatives and groups
• Strong recognition and reward programs – including a peer-to-peer recognition platform, quarterly and annual QS Applaud Awards, Connect with your Career annual PD event
• Support for volunteering and study leave
• Free subscription to LinkedIn learning – with over 5000 courses and programmes at your fingertips
• Options to join our outstanding global Mentorship programme

Like what you’ve heard? Great, apply now!

As a candidate, we know the application and interview process can be daunting and so it’s important that you have a great experience with us. Our dedicated Talent Team will work hard to ensure you are fully informed at all stages and you are really excited by this opportunity to do meaningful work in the education space.

Equal opportunities

QS Quacquarelli Symonds is proud to be a fair and equal organisation where everyone has the same opportunity to achieve their full potential, irrespective of their background or personal attributes. We celebrate our diversity and believe through sharing our experiences we can learn from one another, be stronger together, and enable our business to thrive.

Please keep an eye on your spam / junk email folder for correspondence from BambooHR

Apply for This Job