Chief Operations

5 months ago

Bengaluru Karnataka, India Quacquarelli Symonds Full time

**Role: Chief Operations & Technology Strategist**

**Location: Bangalore, India**

**Job type: Full time, permanent - hybrid
**Why QS?
At QS, our culture fosters a flexible working environment that encourages our employees to own their career whilst personally and professionally thriving. We collaborate, respect and support each other - and as a company, our values underpin these.

Our mission is to empower motivated people around the world to fulfil their potential through higher education, and to ensure everyone has the same opportunity to achieve that potential. We celebrate the diversity of our teams and believe through sharing our experiences we can learn from one another and become stronger together, which enables us to achieve our goal.

At QS, you’ll be responsible for implementing real change in the international higher education landscape, full of exciting and interesting challenges where you can drive positive impact across the business.

**As a Chief Operations & Technology Strategist, this is what you’ll be doing:
We are seeking a strategic, operations leader to join the leadership group of our Student Recruitment division to drive efficiencies and enable our operations to scale profitability to meet our growth objectives. We are seeking an operations leader with significant experience of leading technology-first operations from multiple locations and driving change and continuous improvement through customer service operations.

As the Chief Operations & Technology Strategist (Student Recruitment) you will drive a technology-first approach to our personalised customer counselling services serving students and universities across the world.

You will play a pivotal role in driving operational efficiency, process optimisation, and overall excellence across QS. You will be responsible for developing and implementing strategies to enhance productivity, streamlining processes, and elevate the overall performance of the organisation. You will have a strong focus on delivery and execution to ensure the strategy is realised and will be accountable for the results of your recommendations.

To be successful in this role you will be a results-driven, technology-first strategic thinker with a passion for operational excellence.

**Role responsibilities:
**1. Strategic Leadership
- Develop and execute a comprehensive operational excellence strategy aligned with the organisation’s overall mission, business goals and objectives.
- Provide strategic leadership and vision to cross-functional teams, emphasising technology adoption, AI-enabled process and fostering a culture of high performance standards, continuous improvement and operational excellence. Continue to scan the market for best practices and trends inside and outside of the higher education sector and work with our central Technology team to ensure we are at the cutting edge of operations and technological advancements.

**2. Process Automation and Optimisation
- Identify and analyse existing processes, systems, and workflows in our student recruitment operations to identify areas for improvement.
- Embed the power of artificial intelligence and automation into our operations, ensuring that processes are tech-enabled, highly efficient and support our people to do their best work.
- Lead the design and implementation of tech-enabled process optimisation to enhance efficiency, reduce costs, and increase overall operational efficiency. Drive continuous improvement in delivery across our operations teams. Understand workflow automation requirements, establish delivery roadmap and product manage those through to delivery.

**3. Performance Metrics and KPIs
- Establish technology-driven key performance indicators (KPIs) and metrics to measure and monitor operational performance.
- Regularly assess and report on the effectiveness of operational processes, making data-informed recommendations for improvements. Develop frameworks for reporting on tech-driven operational excellence initiatives, and train stakeholders across the business to use best practice methods to report on ongoing improvement efforts.

**4. Cross-Functional Collaboration
- Collaborate with departmental heads and stakeholders to understand business requirements and ensure alignment with operational excellence initiatives. Foster a collaborative and communicative environment to drive cross-functional teamwork and achieve common goals both across the Student Recruitment division and within the QS organisation more generally.

**5. Business Transformation
- Lead technology-driven business transformation efforts to ensure seamless implementation of operational improvements.
- Lead the ongoing transformation in our student counselling operations across six global sites supporting over 1million student communications. Provide guidance and support to all teams within the Student Recruitment Division to navigate and adapt to changes in processes and systems.

**6. Training and Development

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