Scholarship Portal Expert (Scholarship Helpdesk Unit-SHU)

Job Description

IPE Global invites applications from the qualified candidates in the Scholarship Helpdesk Unit (SHU) for Direct Technical Assistance (DTA) – Ministry of Tribal Affairs (MoTA), India.

Number of Vacancies: 3

Programme Background:

To address the persistent gaps in education outcomes of Tribal children, the Ministry of Tribal Affairs (MoTA), Government of India has proposed a paradigm shift in the way it conceives delivers and manages education for tribal children across states. It aims to plan holistically and optimise use of the Ministry’s limited resources through increase convergence with other national programmes such as SSA, RMSA and systematically measure educational outcomes of tribal children.

To achieve the above, the Ministry has reoriented its existing schemes/programmes into a coherent and integrated umbrella scheme. The reorientation of the existing schemes is expected to expand a) the scope and flexibility of interventions that are presently available under the individual stand-alone schemes formulated at different points of time; b) help needs based planning to fill the critical gaps in tribal education c) encourage innovations d) help systematic monitoring and tracking against a clear results framework. This will help to ensure that the high quality education reaches every tribal girls and boys in the true spirit of the Indian constitutions and the right to education act.

The proposed umbrella scheme has two major components: Component One: to provide support to fill the critical gap in the areas of infrastructure/activities for providing access to quality education; Component Two: to provide financial support to enable ST children from pre-matric stage to up to the highest level of education, through appropriate and adequate cash incentives/ scholarships. The key expected results are:

• To reduce the gap in the education achievement of ST children compared to the other population groups.
• To fill the critical gaps in existing efforts of access, retention and quality of education of ST children.

Direct Technical Assistance (DTA) Project

To support the Ministry in the above, the Department for International Development (DFID), Government of UK has engaged IPE Global Private Limited to provide Direct Technical Assistance (DTA) to the Ministry.

The key purpose of the DTA is to partner the Ministry of Tribal Affairs to improve the reach, effectiveness and impact of the new Umbrella Scheme for Education of Tribal children. The Technical Assistance will focus on system reform, setting up new systems and procedures, and for learning from other good practices. The scope of DTA will include the following:

• Support MoTA to ensure the effective roll out of the umbrella scheme across states;
• Support the State Departments of ST Welfare to effectively draw on and effectively utilise the resources from the umbrella scheme;
• Support MoTA and the state departments to design and implement innovative initiatives based on best national and global practices to reach the most disadvantaged tribal communities;
• Support MoTA and the State departments to set up a robust programme monitoring and evaluation system to track the results and outcome of the umbrella scheme;
• Facilitate effective integration of tribal agenda and convergence with the Ministry of Education and Women and child development at the national and state level.

Main Functions and duties:

• Managing operations of the Scholarship Helpdesk Unit including Helpline.
• Preparation of Periodic reports from Scholarship portal to keep the track of disbursements.
• Monthly analysis of data to prepare progress, forecast and other relevant reports and its submission to Team Leader- DTA-MoTA.
• Training / Capacity Building/periodic coaching of the Stakeholders working at the National and State level and among the team.
• Manage activities to ensure the Helpline is updated with all required information and knowledge items related to activities being initiated by Ministry to ensure effective service on calls.
• To prepare budgets and review expenditure against budgets. To ensure Helpline bills are timely presented and processed for payments.
• To ensure effective liaising with MoTA and State/UTs
• Draw up a transition plan and coordinate activities to transition the helpline to MoTA at the end of the defined time period.
• Data Migration from Ministry/State/UT in Portals/Softcopies to National Scholarship Portal
• Management of Legacy from Ministry/State/UT in Portals/Softcopies to National Scholarship Portal
• Coordination with Stakeholders including Student / Institutions / Block / District / State / Ministry / DeitY / PFMS Team / DBT Mission etc.
• Undertake any other duties and responsibilities as may be assigned by Team Leader (DTA-MoTA)

Core Competencies required:

• Result Focused: Move focus from analysis to action; show persistence to overcome obstacles; take immediate action to solve problems; ensure follow through.
• Drive Change and Innovation: Act with urgency for continuous improvement and with a bias towards action; promote development of breakthrough solutions; embrace and advocate innovations that improve results.
• Sector Knowledge: Prior experience and knowledge of the BPO, call center operations and management of call centers including the systems, structure, data collection, analysis and monitoring and evaluation etc.
• Technical Expertise: Experience of having managed a call center including devising of Standard Operating Procedures, Operational Guidelines, Terms of Reference etc. Sound understanding of software, systems used in managing a call center etc.
• Take Responsibility: Initiate action without needing direction and keep all stake holders in the updated.

Qualification & Experience

• MCA/B. Tech. (CS/IT/SE) with 5 years of experience in handling technical queries & address them and at least 2 years of total experience in Consulting / Process Improvement/ Software Development/ IT Systems Implementation/ Mobile Applications.
• Excellent computer and internet skills. Expert Knowledge of Microsoft Excel and Power Point.
• Good technical, analytical, communication and Inter-personal, liaising and networking skills
• Experience in Large IT Project Management, Software development lifecycle, Project management methodologies, Business Process Re-engineering, Large Data Management Program
• Experience in managing, providing technical support to call centers; vendor or client liaising experience is an advantage.
• Experience with managing tribal related processes and / or government helpline projects and / or Helpline projects with NGOs at national level would be an added advantage. Familiarity with helpline management technology, software, techniques, systems and processes.
• Demonstrated ability to work in a multi-functional team

About the Organization

IPE Global Private Limited is an ISO 9001:2008 certified development sector consultancy organization, promoted by established practitioners and sector experts. Over the last sixteen years, IPE Global has successfully implemented over 700 projects in more than 100 countries. We are a multi-disciplinary group company offering a range of integrated, innovative and high quality services across several sectors and practices. The group is headquartered in New Delhi, India with four international offices in United Kingdom, Kenya, Ethiopia and Bangladesh. We have 800 full time professional staff and also over 1000 empanelled consultants. We partner with multilateral, bilateral, governments, corporates and not-for-profit entities in anchoring development agenda for sustained and equitable growth. The organization has multi-disciplinary team of professionals, bringing together the right skills and technical expertise for enriching lives in poor and developing countries. Our experts work closely with programme stakeholders and clients to co-design solutions for complex socioeconomic issues. We strive to create enabling environment for path breaking social and policy reforms that contribute to sustainable development.