Program Operations Specialist - TJ / 1930458

Our client, Punjab Skills Development Fund (PSDF), is seeking a Program Operations Specialist based in Lahore. The Specialist will play a vital role in managing and overseeing program operations to ensure the effective delivery and compliance of skills development initiatives, particularly in technical and vocational education and training. This position supports the execution and daily monitoring of PSDF-funded training contracts for assigned schemes and Training Service Providers (TSPs), ensuring adherence to PSDF business rules and standard operating procedures (SOPs). Key responsibilities include verifying TSP deliverables such as class commencement, trainee enrollment, attendance, assessments, completion, and employment outcomes. The Specialist will also process invoices, trainee stipend payments, and final payment cases for recommendation, handle first-level queries and complaints from TSPs and trainees, conduct field visits, and maintain accurate data and reports for the Assistant Manager or Manager of Program Operations.

Key Responsibilities

- Coordinate with assigned TSPs to ensure day-to-day contract execution aligns with agreed guidelines, PSDF business rules, and SOPs, ensuring timely delivery of all required deliverables.
- Verify TSP deliverables including class commencement, trainee enrollment and eligibility, attendance records, assessment results, course completion, and employment or placement evidence.
- Conduct thorough follow-up on employment reporting and verification to facilitate timely processing of final employment-linked payments.
- Perform pre- and post-contract evaluations and field visits of TSPs as assigned, documenting findings and necessary follow-up actions.
- Process TSP invoices and trainee stipend cases within the system, cross-checking against verified deliverables, and submit recommendations to the Assistant Manager within established timelines.
- Identify discrepancies in system-generated payment or service recommendations and coordinate with the Monitoring team for timely resolution within agreed turnaround times.
- Respond promptly to first-level queries and complaints from TSPs and trainees, including those received via the PSDF helpline and CRM system; resolve issues within turnaround time or escalate unresolved cases appropriately.
- Collaborate with internal teams such as Monitoring & Evaluation, Finance, and MIS/IT, as well as external stakeholders, to ensure smooth operation of assigned schemes.
- Prepare quarterly capacity-building plans for assigned TSPs and assist in delivering planned training sessions and field visits.
- Maintain accurate and up-to-date records and data in BSS/CRM systems and contract files.
- Prepare periodic monitoring reports, data analyses, and presentations for management review.
- Implement the program operations framework and contribute suggestions to improve SOPs, monitoring tools, and systems based on field experience.
- Provide necessary records and information for internal, external, and donor audits.
- Perform any additional tasks assigned by the supervisor.

Required Qualifications

- Proven experience in program operations, contract management, or a related field within the skills development or education sector.
- Strong knowledge of technical and vocational education and training (TVET) program delivery.
- Proficiency in MS Office applications (Word, Excel, PowerPoint) and a solid understanding of CRM systems.
- Excellent organizational skills with attention to detail and the ability to manage multiple tasks simultaneously.
- Strong communication and interpersonal skills to effectively liaise with TSPs, trainees, and internal teams.
- Ability to conduct field visits and evaluations independently.
- Analytical mindset with the ability to prepare accurate reports and data analyses.

Preferred Qualifications and Benefits

While specific preferred qualifications and benefits are not explicitly mentioned, candidates with prior experience working in donor-funded projects or familiarity with PSDF’s operational environment will be at an advantage. The role offers an opportunity to contribute to impactful skills development initiatives and work within a dynamic, mission-driven organization focused on enhancing vocational training outcomes across Punjab.