Department: Onboarding
Location: Pune, India
Description
ParentPay Group is Europe's leading software product company and the UK's largest education technology business. We are on a mission to bring next-generation innovation to positively impact on the lives of millions of parents, teachers, and students every day in over 49 countries.
Our market leading products use cutting edge cloud-based technology to streamline school processes, including secure web and mobile apps that enable secure online payments for school items such as meals, trips, clubs and uniform, improve parental engagement, simplify meal management and - through our product SIMS - collect and manage a database of student information and core school operations.
ParentPay Group's new offices in Pune are a fantastic tech hub for those looking to boost their careers in software product development.
Our bright team FastTrack their career with international exposure and ways of working based on agile development best practices from globally renowned technology consultancies.
The Head of Onboarding & Migration Services is a senior leadership role accountable for defining, building, and scaling a highperforming Onboarding & Migration organisation across the ParentPay Group. This role provides strategic direction, operational excellence, and strong leadership to ensure customers experience a seamless and consistent onboarding journey, and that all migration programmesinternal and externalare delivered to the highest standards.
As the escalation owner for onboarding and migration matters, the role drives cross-functional alignment, champions continuous improvement, and ensures the function contributes meaningfully to companywide goals around customer experience, product adoption, operational efficiency, and revenue realisation.
Key Responsibilities
Strategic Leadership & Organisational Management- Provide leadership and strategic oversight for the Onboarding & Migration Services function, supporting with the definition of the longterm roadmap and ensuring alignment with business objectives.
- Develop team structure, capacity planning, and workforce strategy to support scalable growth.
- Foster a culture of accountability, continuous improvement, and service excellence across the team.
Team Leadership & People Management- Lead, coach, and empower a team of onboarding and migration specialists
- Set performance standards, KPIs, and OKRs, ensuring operational and strategic goals are consistently met.
- Oversee recruitment, resource allocation, and capability planning to ensure the team is high-performing and future-ready.
- Manage complex performance challenges, support professional growth, and build strong leadership maturity within the team.
Operational Ownership & Delivery Excellence- Own the end-to-end design, governance, and delivery of onboarding and migration programmes, ensuring reliability, quality, and timely execution.
- Drive operational excellence through continuous process optimisation, quality frameworks, and standardised delivery methodologies.
- Oversee the development and maintenance of onboarding playbooks, migration frameworks, documentation, and service standards.
- Lead the escalation management function, ensuring rapid resolution, root-cause analysis, and long-term mitigation strategies.
CrossFunctional Influence & Stakeholder Management- Act as a senior representative for the function, partnering closely with Product, Engineering, Customer Success, Support, Sales, and Programme Delivery.
- Embed onboarding and migration considerations into upstream planning, product development, and strategic initiatives.
- Present insights, operational data, risks, and recommendations to leadership, influencing decision-making across the customer lifecycle.
- Champion customer-centric delivery across all departments through strong collaboration and communication.
Reporting, Governance & Risk Management- Own monthly and quarterly reporting for the Senior Leadership Team, providing data-driven insights into performance, efficiency, risk, and transformation initiatives.
- Ensure all processes comply with internal governance standards, quality frameworks, and regulatory requirements.
- Proactively identify operational risks, implement mitigation strategies, and ensure robust governance across all delivery activities.
Skills, Knowledge and Expertise
Essential- Significant experience leading onboarding, implementation, or migration organisations within a SaaS or technology-led environment.
- Proven track record of managing and scaling multi-disciplinary, geographically distributed teams (UK experience required).
- Experience operating as a senior leader with accountability for strategy, execution, people leadership, and operational performance.
- Demonstrated ability to build and optimise processes, drive transformational change, and lead complex operational programmes.
- Exceptional stakeholder management, influencing, and communication skills, with experience presenting to senior executives.
- Strong analytical and data-led decision-making capabilities, with the ability to translate insights into strategic action.
- Proven ability to navigate and resolve high-level escalations with composure, clarity, and authority.
Desirable- Experience within education technology or similar highly regulated, multi-stakeholder product environments.
- Understanding of migration tooling, data integrity considerations, and technical onboarding methodologies.
- Experience leading cross-functional initiatives in a scaled or multibrand organisation.
