Role: Senior Program Manager – Helpdesk Operations, Patna, Bihar
Experience: 3+
Salary: 6-7 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:

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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, a

📌 Senior Program Manager – Helpdesk Operations (Patna)
🏢 Ground Zero
📍 Patna