Program Operations Assistant Manager - TJ / 1930459

Our client, Punjab Skills Development Fund (PSDF), is seeking a Program Operations Assistant Manager based in Lahore. This role is pivotal in managing and leading program and contract operations within the skills development sector. The Assistant Manager will oversee an assigned portfolio of PSDF-funded schemes, Training Service Providers (TSPs), and regions, ensuring that all training contracts are executed in compliance with PSDF business rules, standard operating procedures (SOPs), and funding partner requirements. The position involves supervising Program Operations Specialists and managing the entire contract lifecycle—from pre-contract evaluation and class commencement through trainee enrolment, assessment, completion, employment verification, and scheme closure.

The role is also responsible for accurate and timely payment recommendations related to TSP invoices and trainee stipends. It leads complaint resolution and stakeholder engagement within the portfolio while driving continuous improvements in operational systems such as BSS/CRM, reporting, and TSP capacity building.

Key Responsibilities

- Lead daily program operations and contract execution for assigned schemes, TSPs, and regions, ensuring compliance with contracts, PSDF business rules, and SOPs.
- Oversee the full contract lifecycle, including contract signing, class commencement, trainee enrolment, training delivery, assessment, certification, completion, employment verification, and scheme closure.
- Monitor contract completion and employment ratios against targets; initiate corrective actions such as warnings, deductions, or penalties when deliverables fall short.
- Plan, conduct, and review pre- and post-contract evaluations and field visits of TSPs, ensuring documentation and follow-up on findings.
- Supervise the implementation of new schemes and initiatives, ensuring alignment with Government of Punjab and development partner requirements.
- Review and recommend payments for TSP invoices, trainee stipends, and employment-linked final payments, verifying accuracy and timely processing.
- Identify discrepancies in system-generated payment or service recommendations and coordinate with the Monitoring team for timely resolution.
- Ensure contractually mandated verification, assessment, and placement processes are properly applied.
- Support internal, external, and donor audits, ensuring prompt closure of audit observations related to the portfolio.
- Serve as the escalation point for issues raised by TSPs, trainees, and employers; guide Key Account Managers and Specialists in resolving these issues.
- Oversee the complaint redressal mechanism, including complaints received via the PSDF helpline and CRM, ensuring resolution within agreed turnaround times.
- Maintain effective liaison with internal departments (Monitoring & Evaluation, Finance, Business Development, MIS/IT, Legal) and external stakeholders (TSPs, employers, government, and development partners).
- Approve quarterly plans for TSP capacity building and organize training sessions on PSDF business rules, systems, reporting, and quality standards.
- Design, implement, and update program operations frameworks, SOPs, and checklists regularly.
- Lead the development and enhancement of operations monitoring tools and propose improvements to BSS/CRM based on field feedback.
- Establish reporting mechanisms and dashboards to monitor portfolio performance and prepare periodic management reports.
- Streamline workflows, optimize resource allocation, and promote cost-effective operations.
- Supervise Program Operations Specialists by allocating schemes and TSPs, reviewing work, setting objectives, providing coaching, and contributing to performance appraisals.
- Perform additional duties as assigned by the Manager or Head of Department.

Required Qualifications

- Bachelor’s degree in Business Administration, Project Management, Social Sciences, or a related field.
- Proven experience in program operations, contract management, or project coordination, preferably within the skills development or training sector.
- Strong understanding of contract lifecycle management and compliance with business rules and SOPs.
- Experience supervising teams and managing multiple stakeholders.
- Excellent communication, organizational, and problem-solving skills.
- Proficiency in using management information systems (MIS), CRM, or similar operational software.

Preferred Qualifications and Benefits

- Experience working with government-funded or donor-supported programs is highly desirable.
- Familiarity with the Government of Punjab’s regulatory environment and development partner requirements.
- Exposure to audit processes and complaint redressal mechanisms.
- Opportunities for professional growth within a dynamic and impactful organization focused on skills development.

This position offers a challenging yet rewarding opportunity to contribute to the advancement of skills development initiatives in Punjab by ensuring efficient program operations and fostering strong partnerships with stakeholders.