Job Description

Role: Senior Program Manager – Helpdesk Operations, Patna, Bihar
Experience: 3+
Salary: 5-5.4 LPA
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About the role:
The Senior Program Manager – Helpdesk Operations is responsible for managing and optimising the end-to-end scholarship lifecycle, including application processing, verification, selection, and disbursement.

The role focuses on strengthening operational systems, ensuring data-driven decision-making, and enabling effective coordination across students, scholarship providers, mobilisers, and internal teams to improve programme efficiency and scale.

Stakeholder Collaboration:

As the Senior Program Manager – Helpdesk Operations, you will work closely with:

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  Scholarship Helpdesk Agents to ensure timely completion of due diligence and application lifecycles.
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  Field Outreach Teams to coordinate with partner schools, colleges, and NGOs.
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  Monitoring, Learning & Evaluation (MLE) teams to support impact assessments and operational insights.
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  Data & Technology Teams to ensure data integrity and smooth functioning of CRM systems, calling software, dashboards, chatbots, and application portals.
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  Leadership Teams to provide real-time reporting, transparency, SLA tracking, and business intelligence reports.

Key Responsibilities

1. Self-Learning & Continuous Improvement

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  Stay updated on government and private scholarship schemes and student learning opportunities.
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  Strengthen understanding of programme operations, monitoring, and data management practices.
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  Explore and pilot open-source software solutions for automation, customer service, dashboards, and operational systems.

2. Team Leadership

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  Lead and manage a team of interns, Program Associates, and Senior Program Associates.
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  Foster accountability, efficiency, and continuous improvement within the team.
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  Assign tasks, monitor workloads, and ensure productivity targets are met.
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  Conduct regular feedback sessions, training programmes, and performance reviews.
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  Support hiring, onboarding, and capacity building of new team members.

3. Helpdesk Operations Management

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  Ensure timely and accurate resolution of queries through calls, messages, and emails.
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  Track scholarship-wise and project-wise application lifecycle datasets.
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  Monitor key operational metrics and generate actionable insights for programme improvement.
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  Maintain programme databases, trackers, and real-time dashboards for operational visibility.
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  Strengthen documentation, audit trails, and record-keeping systems.

4. Data Integrity & Reporting

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  Enable standardised processes for application handling and data collection.
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  Oversee large-scale data collection, validation, and management processes.
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  Ensure data accuracy, completeness, and consistency across platforms including CRM systems, tele-calling software, portals, and mobile applications.
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  Support timely and accurate donor and stakeholder reporting.

5. Monitoring, Learning & Evaluation Support

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  Maintain audit-ready records for scholarship operations, KYC processes, and selection workflows.
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  Ensure compliance with data protection, privacy, and confidentiality standards.
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  Develop reports, dashboards, and visualisations for internal and external stakeholders.

Essential Requirements

1. 
   Minimum 5 years of experience in high-volume tele-calling or programme operations, preferably in scholarships, counselling, career guidance, or related sectors.
2. 
   Strong organisational and project management skills.
3. 
   Experience with data management, dashboards, and reporting tools such as Excel, SQL, and Looker Studio.
4. 
   Ability to coordinate effectively across multiple teams and stakeholders.
5. 
   Strong communication, collaboration, and stakeholder management skills.
6. 
   High attention to detail with strong analytical and critical thinking abilities.
7. 
   Ability to independently manage multiple workstreams and meet deadlines in a fast-paced environment.

Desired Profile

1. 
   Preference for candidates with experience managing large-scale programme or scholarship operations.
2. 
   Candidates resuming their careers and individuals from disadvantaged backgrounds are encouraged to apply.
3. 
   Experience in operational systems, monitoring, reporting, and process optimisation.
4. 
   Additional certifications or training related to operations, data management, or technology tools will be an added advantage.

Hiring Note Applications will be reviewed on rolling basis. This job is first posted on May 21, 2026 on Ground Zero

For any questions, ping us on WhatsApp chat: +91-8058331557