Program Manager

Role Overview

The Program Manager is responsible for overseeing the district-level operations of emergency services including 108, 102, and 1962 helpline services. This position requires managing a large team of 300-400 field staff working around the clock.

Key Responsibilities

• Supervise daily operations of emergency services ensuring adherence to service level agreements (SLAs), prompt response times, and high service quality standards.
• Lead a large field team operating 24/7, ensuring manpower planning aligns with operational needs.
• Coordinate closely with district administration, Chief Medical Officer, and relevant governmental bodies to facilitate smooth operations.
• Oversee maintenance and readiness of the emergency fleet alongside vendor and hospital stakeholder management.
• Prepare Management Information System (MIS) reports and handle escalations effectively.
• Organize district-level review meetings and promote initiatives to raise community awareness about emergency services.

Qualifications and Experience

• A Master's degree in Business Administration or a postgraduate qualification, or a Bachelor of Technology in Mechanical or Automobile Engineering.
• Five to ten years of professional experience in managing large-scale operations.

Essential Skills

• Expertise in operations management and team leadership overseeing large teams.
• Experience in government liaison and compliance with SLAs.
• Proficiency in crisis management and manpower planning.
• Strong reporting skills with experience in MIS reporting.