Global Head of Operations Full Time NEW

Global Head of Operations

The UniGuide (OpenLearning Ltd – ASX: OLL)

Role Overview

We are seeking a highly experienced Head of Operations – South Asia to lead, build, and scale The UniGuide’s regional operations across key markets including India, Nepal, Bangladesh, and Sri Lanka.

This is a mission-critical leadership role responsible for ensuring operational excellence across the full student lifecycle — from agent onboarding and student application processing through to enrolment, commission management, and partner performance.

The role combines five core functions:

• Admissions Leadership & Processing Excellence
• Agent Onboarding, Training & Enablement
• University Relationship & Delivery Management
• Operational Governance, Workflows & Compliance
• Commercial Operations (Commissions, Reporting & Performance)

The successful candidate will play a pivotal role in delivering high-quality, compliant, and conversion-driven recruitment outcomes, aligned with The UniGuide’s core pillars of quality, integrity, and transparency.

Key Responsibilities

1. Admissions Leadership (Primary Function)

• Lead end-to-end admissions operations for Australia and UK partner institutions
• Ensure high-quality application assessment, documentation, and submission standards
• Drive conversion rates from application to enrolment through strong pipeline management
• Implement structured follow-up processes across all stages (offer, visa, enrolment)
• Maintain strict compliance with visa and regulatory frameworks (e.g. Genuine Student requirements, ESOS obligations)
• Integrate and manage verification workflows (ID, academic, financial, interview) to ensure pre-qualified applications
• Build scalable admissions processes across multiple high-volume markets

2. Agent Onboarding, Training & Enablement

• Lead onboarding of recruitment partners (agents, counsellors, B2B networks) onto The UniGuide platform
• Deliver structured weekly training programs on:
• Platform usage
• University partner requirements
• Admissions processes and compliance
• Ensure all agents are aligned with quality-first recruitment standards
• Monitor agent performance, engagement, and application quality
• Work closely with BDMs to activate and scale high-performing agents

3. University Relationship & Delivery Management

• Act as the operational lead for university partners across South Asia
• Ensure accurate execution of:
• Admission requirements
• SLAs and turnaround times
• Offer conversion targets
• Coordinate closely with university admissions teams for application outcomes
• Support onboarding of new institutions onto the platform (courses, requirements, commissions, territories)
• Provide operational insights and feedback to improve partner performance and satisfaction

4. Operational Governance, Workflows & Platform Management

• Design, implement, and continuously optimise end-to-end operational workflows, including:
• Agent onboarding and compliance checks
• Student application lifecycle tracking
• Document verification and audit trails
• Offer, acceptance, and visa tracking
• Ensure The UniGuide platform operates as a single source of truth across:
• Agents
• Students
• University contracts and commissions
• Oversee data integrity, reporting accuracy, and audit readiness
• Work with product/tech teams to improve platform functionality, automation, and integrations
• Establish clear SOPs, KPIs, and performance dashboards across all operational functions

5. Commission Management & Commercial Operations

• Oversee commission structures, tracking, and reconciliation across all university partners
• Ensure accurate mapping of:
• Commission rates
• Bonus structures
• Agent revenue shares
• Manage payment workflows and cross-entity charges (e.g. ECA / The UniGuide structures)
• Maintain transparency of commissions within the platform for all stakeholders
• Work closely with finance teams to ensure timely invoicing and collections
• Analyse unit economics, margins, and partner performance to optimise revenue

6. Team Leadership & Regional Scale

• Build and lead a high-performing regional operations team, including:
• Admissions officers
• Training and onboarding specialists
• Operational support staff
• Provide hands-on leadership in the initial scale phase
• Drive a performance culture focused on quality, speed, and conversion
• Support hiring, training, and ongoing capability development
• Align closely with global leadership across recruitment, product, and strategy

Key Requirements

• 7+ years’ experience in international student admissions (Australia & UK essential)
• Strong background in high-volume admissions operations and conversion management
• Proven experience managing agents and B2B recruitment networks
• Deep understanding of visa frameworks, compliance, and integrity requirements
• Experience with CRM / admissions platforms / workflow systems
• Strong operational mindset with ability to build scalable processes
• Commercial acumen, including commission structures and revenue models
• Experience working across South Asia markets highly preferred

Success Metrics

• Application-to-enrolment conversion rates
• Quality of applications (low rejection / high visa success)
• Agent activation and performance metrics
• Speed and efficiency of admissions processing
• Accuracy and transparency of commission reporting
• Partner (university & agent) satisfaction

Why This Role Matters

This role sits at the core of The UniGuide’s operating model.

Success will directly drive:

• Revenue growth
• University partner trust
• Student quality outcomes
• Platform scalability across global markets