Position Title: Global Head - Client Delivery

Function/ Department: Client Delivery

Reporting To: Founder & Co-Founder

AddedEducation, a division of The Added Company, provides an array of services for students and student-athletes, in their pursuit of tertiary education opportunities. We are dedicated to up-skilling gifted students and student-athletes, providing them with resources and opportunity for leveraging their talent to access top-notch tertiary education globally.

Based in Singapore with operations across the globe, we are a team of young like-minded people united by a single mission: to support and promote sporting and academic excellence. Currently under the AddedEducation brand, our business needs are focused on US, UK and Canada university admissions services, boarding school preparatory services and pre-high school development services.

Beyond college counseling, we offer transformative developmental programs such as AddedNova our in-house research cell that fosters intellectual curiosity and original thinking, Public Speaking helping students master the art of confident communication, and the Book Club designed to build critical reading and analytical skills. Together, these programs form the foundation of a comprehensive approach to education that goes far beyond applications, shaping well-rounded individuals ready for success on a global stage.

About the Role:

The Global Head of Client Delivery at AddedEducation is a critical leadership role, responsible for delivering an exceptional experience for clients while driving innovation, operational excellence, and cultural leadership across regions.

This leadership role will oversee AddedEducations global counseling and delivery teams, establish scalable systems and quality standards, coach client delivery team members, and ensure that client outcomes remain consistently outstanding as the business grows.

This is a strategic leadership role requiring someone who can balance people leadership, operational excellence, client satisfaction, and continuous improvement across multiple international markets.

Key Responsibilities:

- Lead the end-to-end client delivery function across all markets.

- Ensure consistent, high-quality client experiences across all countries where AddedEducation has established services and for any new region where AddedEducation plans to set up services.

- Develop scalable operating models that support business growth without compromising quality.

- Drive accountability for delivery excellence across all counseling teams.

- Collaborate with AddedNova and Tutoring Business Divisions to ensure they are well inculcated in AddedEducations Delivery Process & Offerings for clients.

- Define what "AddedEducations Client Experience" looks like and lead implementation across geographies.

- Monitor client satisfaction metrics, feedback, escalations, and retention.

- Personally oversee resolution of complex client situations.

- Lead and manage smooth Client and Counselor Transitions based on the requirements.

- Identify recurring issues and implement long-term improvements.

- Build standardized delivery frameworks across the organization.

- Improve workflow efficiency and operational consistency.

- Develop playbooks, SOPs, templates, and quality assurance processes.

- Partner with Operations, Product, Marketing, Client Acquisition teams to optimize systems and tools.

- Establish measurable quality standards across every stage of the client journey.

- Conduct regular audits of client engagements.

- Review counseling quality, communication standards, documentation, and execution.

- Drive continuous improvement initiatives based on performance insights.

- Define KPIs for all delivery teams in collaboration with HR.

- Track utilization, capacity, productivity, and client outcomes.

- Build dashboards that provide visibility into delivery performance.

- Use data to improve efficiency and decision-making.

- Champion AddedEducation's values across the global delivery organization.

- Build a high-performance, collaborative culture.

- Inspire teams through coaching, transparency, and accountability.

- Forecast delivery capacity based on business growth.

- Partner with leadership on hiring plans and organizational design.

- Support expansion into new markets and service lines.

- Manage and coach Senior Lead Counselors, Lead Counselors and other Client Delivery Team Members.

- Identify skill gaps and implement targeted training initiatives for Client Delivery Team Members.

- Build leadership capability within the counseling organization.

- Conduct regular performance reviews and coaching sessions.

- Develop succession plans for key delivery leadership roles.

Success Metrics:

- University admissions outcomes across Geographies.

- Client Feedback.

- Client retention and renewal rates.

- Delivery quality and consistency.

- Team engagement and retention.

- Productivity and utilization.

- Process Adherence in Client Delivery across Geographies.

- Escalation resolution time.

- Conflict Resolution.

- Leadership bench strength.

- Operational efficiency improvements.

Required Skills and Educational Qualifications:

- Bachelors or Masters degree from a reputed university in the US/UK, ideally in Education, Business Administration, or a related field.

- 6+ years of experience in client delivery, academic counseling, or a related field, with at least 3+ years in a leadership or management role overseeing teams.

- Proven experience in client relationship management with a focus on high-value clients and students, especially in a global education or admissions consulting context.

- Strong expertise in academic counseling, profile building, and college admissions across top-tier institutions (Ivy League, Oxbridge, etc.).

- Exceptional communication skills, both verbal and written, with the ability to present and influence at all levels of the organization and client base.

- Expertise in team management, with a track record of mentoring and developing high-performing teams, including Senior Leads, Counselors, and Associates.

- Demonstrated success in driving operational excellence, improving processes, and tracking KPIs to ensure client satisfaction and business outcomes.

- Strong strategic thinking, with the ability to identify trends, innovate delivery models, and contribute to product development or service refinement.

- Experience in managing cross-functional collaboration, working with sales, product, and tech teams to align on client expectations and delivery outcomes.

- Ability to handle complex client escalations across different countries with empathy, tact, and strategic insight, ensuring client retention and satisfaction.

- Skilled in data-driven decision-making, using analytics to guide operational improvements and to make informed business decisions.

What you will get from us, in return is:

- A highly collaborative environment that pushes you to think beyond your boundaries.

- A diverse workload, keeping you continually stimulated.

- An open forum for expression of ideas.

- Diverse opportunities for professional development.