Strengthen TCF’s Operations network (schools, field, offices) to ensure smooth and efficient service delivery

  1. Ensure that School Operations KRAs, KPIs are aligned with the goals of the organization
  2. Develop a master workplan to map out School Operations activities, with timelines and responsibilities and identification of key stakeholders within Operations and cross-functions, to ensure school related annual activities are carried out smoothly.
  3. Build service level agreements (SLA) between Operations & cross-functional stakeholders to align expectations viz work activities and timelines; SLAs should address compliance standards and highlight skills training and IT systems support needed for all parties to ensure smooth execution.
  4. Ensure administrative SOPs are developed for key activities within Operations & cross-functional stakeholders, to ensure compliance with SLAs
  5. Ensure training and understanding of SOPs within Operations (schools, field, offices)
  6. Ensure performance data being collected from Operations (school and offices) is both timely and accurate
  7. Work with team members to build performance reporting mechanisms (reports, dashboards, review process) for Operations
  8. Work with team members in forums for cross-functional performance reviews
  9. Develop systems/mechanisms for streamlining communication, coordination and flow of information between schools and offices.
  10. Develop complaints management system to record and report any service delivery gaps/breakdowns for Operations
  11. Resolve short-term service delivery gaps while understanding the underlying systemic corrections needed to reduce future breakdowns in service delivery
  12. Based on performance data, update/ re-engineer business processes (workplans, SLAs, SOPs) to simplify, optimize and increase efficiency
  13. Be the custodian of updated policies, manuals, communications related to Operations
  14. Lead manage any other project/task pertaining to operations excellence, process improvement, monitoring of processes as assigned by senior management.


  1. Process operations mindset: Should have a knack for identifying root cause of problems, seeking long-term resolution through process and system improvements
  2. Strong analytical, problem-solving and project management skills.
  3. Team-building abilities through excellent communication, leadership & interpersonal skills.
  4. Clear and critical thinking as well as curiosity are essential to this role.
  5. Quick learner, proficient at data analysis and strong understanding of ISO Compliance
  6. Proficient with MS Excel and PowerPoint

Job Details

Functional Area:
Total Positions:
1 Post
Job Shift:
First Shift (Day)
Job Type:
Job Location:
No Preference
Minimum Education:
Career Level:
Experienced Professional
Minimum Experience:
10 Years
Apply Before:
Dec 01, 2023
Posting Date:
Oct 18, 2023

The Citizens Foundation

N.G.O./Social Services · More than 5000 employees - Karachi

The Citizens Foundation (TCF) is a professionally managed, non-profit organization set up in 1995 by a group of citizens who wanted to bring about positive social change through education. TCF is one of Pakistan’s leading organizations in the field of education for the less privileged, operating and managing over 1800 schools all over Pakistan with more than 280,000 students enrolled. Our purpose built schools, embedded in the heart of urban slums and rural communities, running successfully with a dedicated faculty and 50% student gender ratio. The organization is also running various volunteer, alumni and community development programmes which help in contributing towards a holistic development of not only our students, but also help to empower communities around our schools for sustainable long-term impact. Our Vision is “To remove barriers of class and privilege to make the citizens of Pakistan agents of positive change." Our Mission is “Through the power of quality education enabling moral, spiritual and intellectual enlightenment.” We believe in upholding our Core Values of Sincerity, Service, Beauty and Positive Conduct in everything we do.

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