Assistant Manager - Program Operations

To lead program operations for an allotted portfolio of PSDF-funded schemes, Training Service Providers (TSPs) and regions, ensuring that training contracts are executed in line with PSDF business rules, SOPs and funding-partner requirements. The role supervises the Program Operations Specialists and oversees the full contract cycle, from pre-contract evaluation and class commencement through trainee enrolment, assessment, completion, employment verification and scheme closure. It is accountable for accurate and timely payment recommendations against TSP invoices and trainee stipends, leads complaint redressal and stakeholder liaison for the portfolio, and drives improvements in operational systems (BSS/CRM), reporting and TSP capacity.

The main opportunities and challenges for this role are to: Lead day-to-day program operations and contract execution for allotted schemes, TSPs and regions, ensuring delivery as per contract, PSDF business rules and SOPs. Oversee the complete contract lifecycle: contract signing, class commencement, trainee enrolment, training delivery, assessment and certification, completion, employment verification and scheme closure. Monitor contract-to-completion and employment ratios against contractual targets and initiate corrective action with TSPs (warnings, deductions or penalties as per business rules) where deliverables fall short. Plan, conduct and review pre- and post-contract evaluations and field visits of TSPs, and ensure findings are documented and followed up. Supervise the roll-out of new schemes and initiatives within the portfolio and ensure compliance with the requirements of the Government of Punjab and development partners funding them. Payments and Compliance Review and recommend TSP invoices, trainee stipends and final (employment-linked) payments prepared by Specialists, ensuring they match verified deliverables and are processed within agreed timelines. Ensure discrepancies in system-generated payment or service recommendations are identified and referred to the Monitoring team for rectification within the agreed TAT. Ensure verification, examination/assessment and placement mechanisms are applied as set out in contracts and business rules. Support internal, external and donor audits and ensure timely closure of audit observations related to the portfolio. Act as the escalation point for TSPs, trainees and employers, and guide Key Account Managers and Specialists in resolving TSP issues. Oversee the complaint redressal mechanism for the portfolio, including complaints received through the PSDF helpline and CRM, and ensure resolution within TAT. Maintain liaison with internal departments (Monitoring & Evaluation, Finance, Business Development, MIS/IT, Legal) and external stakeholders (TSPs, employers, government and development partners). Approve the quarterly coverage plan for TSP capacity building and organize sessions on PSDF business rules, systems, reporting and quality standards. Design, implement and periodically update the program operations framework, SOPs and checklists. Lead the development and upgradation of operations monitoring tools, and propose enhancements in BSS/CRM based on field and process feedback. Establish reporting mechanisms and dashboards to track portfolio performance, and present periodic reports to management. Streamline workflows, optimize resource allocation and drive cost-effective operations. Supervise the Program Operations Specialists: allocate TSPs and schemes, review their work, set objectives, provide coaching and contribute to performance appraisals. Perform any other duties assigned by the Manager / Head of Department.