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 to trainee enrolment, assessment, completion, employment verification, and scheme closure.

The role is also responsible for ensuring accurate and timely payment recommendations related to TSP invoices and trainee stipends, leading complaint resolution, maintaining stakeholder relationships, and driving improvements in operational systems such as BSS/CRM, reporting, and TSP capacity building.

Key Responsibilities

- Lead day-to-day program operations and contract execution for assigned schemes, TSPs, and regions, ensuring adherence to 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-to-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; ensure documentation and follow-up on findings.
- Supervise the rollout of new schemes and initiatives, ensuring compliance with Government of Punjab and development partner requirements.
- Review and recommend payments for TSP invoices, trainee stipends, and final employment-linked payments prepared by Specialists, ensuring alignment with verified deliverables and timely processing.
- Identify discrepancies in system-generated payment or service recommendations and coordinate with the Monitoring team for timely rectification.
- Ensure verification, assessment, and placement mechanisms are applied as per contracts and business rules.
- Support internal, external, and donor audits, ensuring timely closure of audit observations related to the portfolio.
- Serve as the escalation point for TSPs, trainees, and employers; guide Key Account Managers and Specialists in resolving issues.
- Oversee complaint redressal mechanisms, including those received via PSDF helpline and CRM, ensuring resolution within agreed timelines.
- Maintain liaison with internal departments (Monitoring & Evaluation, Finance, Business Development, MIS/IT, Legal) and external stakeholders (TSPs, employers, government, and development partners).
- Approve quarterly coverage plans for TSP capacity building and organize training sessions on PSDF business rules, systems, reporting, and quality standards.
- Design, implement, and periodically update the program operations framework, SOPs, and checklists.
- Lead development and enhancement of operations monitoring tools; propose improvements in BSS/CRM based on field and process feedback.
- Establish reporting mechanisms and dashboards to track portfolio performance; present periodic reports to management.
- Streamline workflows, optimize resource allocation, and promote cost-effective operations.
- Supervise Program Operations Specialists by allocating TSPs and schemes, reviewing work, setting objectives, providing coaching, and contributing to performance appraisals.
- Perform any other duties assigned by the Manager or Head of Department.

Required Qualifications

- Bachelor’s degree in Business Administration, Management, Social Sciences, or a related field.
- Proven experience in program or project operations management, preferably in the skills development or training sector.
- Strong understanding of contract management, monitoring, and evaluation processes.
- Excellent leadership and team management skills with experience supervising staff.
- Proficiency in operational systems such as CRM and business support systems (BSS).
- Strong analytical, problem-solving, and communication skills.
- Ability to manage multiple stakeholders and work collaboratively with internal and external partners.
- Familiarity with government and donor-funded project compliance requirements.

Preferred Qualifications and Benefits

- Experience working with government or development partner-funded programs is highly desirable.
- Knowledge of the skills development landscape in Pakistan, particularly in Punjab, will be an advantage.
- Opportunities for professional growth within a dynamic and impactful organization.
- Exposure to multi-stakeholder coordination and capacity-building initiatives.

This role offers a unique opportunity to contribute significantly to the skills development ecosystem by ensuring effective program operations and contract management within PSDF’s portfolio.