Role: Senior Program Manager Helpdesk Operations Patna Bihar
Experience: 3
Salary: 5-5.4 LPA

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:

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

Key Responsibilities

1. Self-Learning & Continuous Improvement

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

2. Team Leadership

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

3. Helpdesk Operations Management

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

4. Data Integrity & Reporting

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

5. Monitoring Learning & Evaluation Support

• Maintain audit-ready records for scholarship operations KYC processes and selection workflows.
• Ensure compliance with data protection privacy and confidentiality standards.
• 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-