Senior Manager - Operations

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About the Organization

At Indus Action, we seek empathetic, driven, and action-oriented team members who align with our intention of making public welfare unlock happen as a Do Tank; We desire candidates who want to partner with the Sarkar (state) service of our audacious mission of systematically making welfare access sustainable and frictionless for our vulnerable citizens and their families. Our vision of a progressive and inclusive society is replicated internally through our equitable compensation structures, transparent organisational policies, and supportive work culture. As an aspiring Deliberately Developmental Organisation (DDO) combined with our operating values of Listen.Act.Change. - we commit to nurturing active citizens and supporting enterprising individuals with a growth mindset, professionally and personally. At Indus Action, you are valued beyond your role or title. Instead of an open-door policy, we have a no-door policy, where everyone has access to and collaborates with everyone. We offer high cross-functional learning within the ecosystem as well. If you are about building for impact at scale, experimenting, and learning with joy along the way, then Indus Action is the place for you, and we have been looking for you.

Job Description

Indus Action signed an MoU with the Punjab Development Commission to strengthen the implementation of certain Social Security Schemes as well as specific policies with the Right to Education Act (especially Sec. 12(1)(c), RTE Act 2009). The work entails policy and process redesign, technology development, capacity building, grievance redressal, and registration drives on the ground, among other tasks. We are at an advanced stage of breakthrough projects in the State, aimed at enhancing welfare delivery for vulnerable populations.

In this initiative, the organisation will play a key role in policy and process redesign, capacity building, strengthening grievance redressal mechanisms, integrating technology for process improvement, and facilitating large-scale campaigns at the grassroots level.

As the Senior Manager, Operations, the candidate will be expected to play a role in the project/projects as the Technical Expert, which may include the following:

• Support in the partnership formulation process with other line departments, jointly with the Senior Lead.
• Collaborate with other organisations in the Project Management Unit (PMU) (wherever necessary)
• Conduct primary and/or secondary research to understand areas like scheme implementation gaps, budgets, process flows, etc., in the welfare delivery by the state
• Create policy or scheme-related memos or briefs
• Design and implement initiatives to enhance the implementation of schemes delivered.
• Support in day-to-day data analysis needs, including designing basic dashboards and updating stakeholders with data-driven briefs.
• Support in management of day-to-day operations (designing and conducting campaigns, setting processes with the government, application centre management, lottery, admissions, grievance redressal, etc.)
• Build and maintain strong professional relationships with Government officials within the Social Security Department and the Education Department.
• Demonstrate ability to navigate goals and drive outcomes within complex and ambiguous ecosystems, balancing multiple stakeholders, shifting priorities, and limited resources with strategic clarity and resilience

Education Qualification/Required Skills & Experience

• Stakeholder Management: Has led and managed a team of 2+ people through a project for 2+ years and partnered with the government and built relations across levels (DM, SPD and Secretary) to drive large-scale projects for 2+ years
• Project Management: Has managed and delivered projects end-to-end for at least 1+ years and is well-versed with principles of designing, thinking, planning, execution, budget management, quality control, monitoring and evaluation.
• Has completed at least one project involving fieldwork or primary research (preferred), possesses experience in secondary research and data analysis, and demonstrates strong report-writing skills.

Data & Technology

• Is capable of understanding technology (product, not code) used to set up the MIS system and envisioning the scope that technology can play to make the implementation smoother
• Has strong analytical skills to manage large data sets, command over Excel and other data software.
• Can offer support in envisioning the design and Implementation of new projects (portal/dashboards) as per requirements, and create plans to maintain the existing applications.
• Coordinate with technical personnel and government stakeholders to ensure that team members are actively working toward established milestones.
• Engage in regular technical team meetings to determine progress and address any questions or challenges regarding projects.
• Determine and define clear deliverables, roles, and responsibilities for team members required for specific projects or initiatives.

Core Competencies

• Citizen Focussed Mindset: Place the vulnerable citizen at the centre of every action.
• Entrepreneurial Energy: Take ownership of time and resources to deliver solutions.
• Dealing with Ambiguity: Demonstrate grace under pressure and adapt through progressive elaboration.
• Growth Mindset: View every experience as an opportunity for growth.
• Collaboration: Build productive partnerships with both internal and external stakeholders

Education and Experience

• Qualifications: Master’s degree in Social Sciences (public policy, social work, public administration, economics, development studies, or other related field) + at least 3 years of relevant work experience, ideally in the social sector.
• Undergraduate degree in relevant fields with at least 5 years of work experience, ideally in the social sector.
• A strong local understanding (reading, writing and speaking) of language (Punjabi preferred), culture, and terrain is preferred.

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