Program Operations Specialist - TJ / 1930458

Our client, Punjab Skills Development Fund (PSDF), is seeking a Program Operations Specialist based in Lahore. This role is pivotal in managing and overseeing the operational aspects of skills development programs, particularly within technical and vocational education and training. The Specialist will support 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 duties include verifying TSP deliverables such as class commencement, trainee enrollment, attendance, assessment, completion, and employment outcomes. The Specialist will also process invoices, trainee stipends, and final payment cases, 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, guaranteeing timely delivery of all required deliverables.
- Verify TSP deliverables including class commencement, trainee enrollment and eligibility, attendance, assessment results, course completion, and employment or placement evidence.
- Conduct thorough follow-ups on employment reporting and verification to facilitate timely processing of final employment-linked payments.
- Perform pre- and post-contract evaluations and field visits for assigned TSPs, documenting findings and recommending follow-up actions.
- Process TSP invoices and trainee stipend cases within the system, cross-checking them 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 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 the turnaround time or escalate when necessary.
- Collaborate with internal teams such as Monitoring & Evaluation, Finance, and MIS/IT, as well as external stakeholders, to ensure smooth implementation 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 platforms and contract files.
- Generate periodic monitoring reports, perform data analyses, and prepare presentations for management review.
- Support implementation of the program operations framework and contribute recommendations to improve SOPs, monitoring tools, and systems based on field experience.
- Provide necessary records and information for internal, external, and donor audits.
- Perform additional tasks as assigned by the supervisor.

Required Qualifications

- Proven experience in program operations, contract management, or a related field, preferably within the skills development or vocational training sector.
- Strong proficiency in MS Office applications and a solid understanding of CRM systems to manage data and generate reports effectively.
- Excellent organizational and communication skills, with the ability to coordinate multiple stakeholders and resolve queries efficiently.
- Ability to conduct field visits and evaluations independently, with attention to detail and accuracy in documentation.
- Familiarity with business rules, SOPs, and compliance requirements related to program execution and contract management.

Preferred Qualifications and Benefits

- Experience working with donor-funded projects or within a development fund environment is advantageous.
- Knowledge of technical and vocational education and training (TVET) sector dynamics will be considered a plus.
- Opportunities for professional growth within a reputable organization committed to skills development and capacity building.

This role offers a chance to contribute meaningfully to the advancement of technical and vocational training programs, ensuring quality delivery and compliance while supporting the growth of training providers and trainees alike.