Assistant Manager – Program Operations

Our purpose

You will be part of the largest skills development fund in Pakistan. PSDF’s purpose is to shape the future and well-being of our poor and vulnerable youth by giving them access to skills training of the highest standard so they can find sustainable employment and income-generating opportunities in Pakistan and beyond.

The impact we have created

PSDF started its operations in the 4 poorest districts of Punjab. Since 2016, the geographical remit has expanded to the entire 36 districts of Punjab and other districts of Sindh, Balochistan & KPK. PSDF has trained almost 600,000 underprivileged youth across Punjab. These graduates have been trained in approximately 250+ demand-driven and market-relevant trades across 8 sectors.

Diversified and challenging team

At PSDF, our team constantly works in a fast-paced and challenging environment and needs someone who can match and deliver at our pace. We are looking for a passionate and talented individual who can actively pursue and drive the agenda of PSDF and is always ready to take up new challenges.

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.

Qualification & Experience

• Bachelor’s degree (Hons) in Economics / Social Sciences / Management Sciences or MBA or any relevant / similar degree from an HEC-recognized / accredited university.
• A minimum of 5-7 years of relevant experience, including at least 2 years at a supervisory / managerial level, preferably in program or contract operations, grant management or the skills development (TVET) sector.

Required Skills

•  Sound understanding of contract management, payment verification and program monitoring in government or donor-funded programs.
• Working knowledge of the TVET / skills development sector and training-provider operations.
• Proficiency in MS Office (advanced Excel) and MIS / CRM systems; ability to use data for decisions and reporting.
• Ability to lead, allocate work to and develop a team.
• Analytical, organizational, problem-solving and decision-making skills.
• Strong interpersonal, negotiation and written / verbal communication skills.
• Demonstrated ability to accept, lead and create change.
• Results-driven and takes ownership of actions.
• A team player who supports others to solve challenges and treats all with respect, judging actions on merit and performance.
• A team player who supports others to solve challenges and treats all with respect, judging actions on merit and performance.

PSDF has a lot more to offer than a market competitive salary and perks. As a PSDF employee you will get:

• Professional development and career growth opportunities with the largest skills development fund in Pakistan.
• Experience a dynamic innovation-driven environment committed to empowering youth through employment and entrepreneurship.
• Opportunity to lead and execute groundbreaking approaches to skills development for Pakistan’s youth.