Operations Supervisor

About Global University Systems (GUS)

Global University Systems is an international education group that empowers students to transform their lives through education. We believe education drives careers, lives, and society forward, enabling a brighter future for all. Our network of 30 institutions offers the broadest range of industry-relevant skills through inclusive, accessible, and digital-first learning. We currently educate around 122,000 students on campuses worldwide and have 20M+ unique subscribers to our courses. Our global ecosystem powers accessible digital learning and academic achievement.

Role Overview

We are looking for a highly driven and experienced Operations Supervisor to lead our Business Development Coordinator (BDC) teams supporting Canada operations.

The ideal candidate will bring strong domain expertise in Canada admissions and visa processes, along with proven experience in managing blended operations (voice and backend). This role requires oversight of multiple functions including Mailbox Management, Calling Operations, Reporting, and Provincial Attestation Letter (PAL) processing, while ensuring service excellence, operational efficiency, and stakeholder satisfaction.

This is a critical leadership role that demands a balance of people management, operational rigor, and data-driven decision-making.

Responsibilities

• Relationship Management – Managing an excellent working relationship with all the other stakeholders or departments and representing the unit in a professional way. Attending periodic calls and representing the unit for the assigned tasks.
• Team Handling – Handling a team of the BDCs and maintaining a positive morale among the team members and maximizing team satisfaction index.
• Service Delivery – Ensuring timely completion of tasks for all the teams including voice and non-voice.
• Quality Management – Maintaining the quality of work done by the team and taking corrective measures to improve quality on a regular basis.
• Business Excellence – Identifying process improvement areas and working with the Operations Lead to complete those projects in a timely manner.
• Training & Development – Ensuring the team is equipped with the appropriate knowledge and know how on how to deliver their responsibilities effectively.
• Reports & MIS – Ensuring Daily, Weekly and Monthly MIS and Pipeline Reports are sent to all the relevant Stakeholders on time. This is an extremely critical aspect of the role, and the candidate must be excellent in MS Excel and MS PowerPoint skills.
• There is an expectation that all freelancers will maintain the values of the Group and will comply with the code of conduct as well as equality and diversity, health and safety and safeguarding policies.
  
  

• A bachelor’s degree in any stream and relevant work experience of 7+ years.
• Excellent interpersonal skills.
• Experience with Salesforce – Desired but not mandatory.
• Proficiency in Microsoft Office – Word, Excel, PowerPoint.
  
  

• Fluent in English with a pleasant voice personality.
• A positive attitude and customer focused approach.
• Ability to act with tact, good judgment, and discretion.
• Must be deadline driven and goal oriented.
• Proven self-starter and problem solver.
• Superior organizational skills and ability to multi-task.
• Excellent interpersonal, oral, and written communication skills, ability to effectively communicate and interact with all individuals with integrity, empathy and sincerity.
• Ability to use own initiative and pay close attention to detail.
• Excellent organizational and time management skills including ability to cope with competing demands and to prioritize tasks.
• Capable of working independently and thriving with autonomy.
• Ability to always maintain professional standards and behavior.