Assistant Manager, Manager II UID Operations

Job Summary

CSC e-Governance Services India Limited is looking for an experienced professional to manage UID operations across Rajasthan. The role will involve coordinating with UIDAI stakeholders, Aadhaar Seva Kendras (ASKs), district teams, and field-level personnel to ensure smooth day-to-day operations, service quality, compliance with UIDAI guidelines, and timely resolution of operational issues.

The candidate will be responsible for monitoring operational performance, managing manpower, ensuring adherence to prescribed processes, and supporting efficient delivery of Aadhaar-related services across assigned locations.

Key Responsibilities

1. UID Operations Management

• Monitor day-to-day UID operations across assigned centres in Rajasthan.
• Ensure the smooth functioning of Aadhaar enrolment and update services as per applicable UIDAI guidelines.
• Coordinate with centre-level teams to ensure service availability, operational efficiency, and quality standards.
• Monitor centre performance, productivity, and service delivery timelines.
• Identify operational challenges and implement corrective measures.

2. Centre and Manpower Management

• Coordinate with Aadhaar Seva Kendra (ASK) teams, supervisors, operators, and district-level personnel.
• Monitor staff attendance, deployment, productivity, and adherence to operational procedures.
• Support manpower planning, onboarding, training, and performance monitoring.
• Ensure that staff are adequately trained on applicable processes and service standards.

3. Compliance and Quality Assurance

• Ensure compliance with UIDAI guidelines, SOPs, and applicable operational requirements.
• Monitor adherence to prescribed enrolment and update procedures and documentation requirements.
• Coordinate internal reviews and audits, and facilitate closure of observations.
• Ensure the proper handling and confidentiality of Aadhaar-related data and customer information.
• Report deviations, operational risks, and compliance concerns to the reporting manager.

4. Stakeholder Coordination

• Coordinate with UIDAI officials, government departments, district administration, and other relevant stakeholders, as applicable.
• Act as a point of contact for operational escalations from centres and field teams.
• Follow up on pending approvals, technical issues, and service-related concerns with the concerned teams.
• Maintain effective coordination between the state office, headquarters, and field locations.

5. MIS and Performance Reporting

• Prepare daily, weekly, and monthly reports on centre performance, enrolment and update volumes, manpower, and operational issues.
• Track key performance indicators and identify gaps against assigned targets.
• Maintain accurate operational records and ensure timely submission of MIS reports.
• Analyse performance trends and recommend improvements in service delivery and productivity.

6. Grievance and Issue Resolution

• Monitor and facilitate resolution of operational complaints and customer grievances.
• Coordinate with technical support teams to resolve system, device, and application-related issues.
• Track pending issues and ensure timely escalation and closure.
• Take corrective action to minimise service disruptions and improve customer experience.

7. Field Monitoring and Process Improvement

• Conduct regular visits to assigned centres across Rajasthan to assess operational performance and compliance.
• Identify process gaps and recommend improvements in operational efficiency.
• Support the implementation of new guidelines, process changes, and training initiatives.
• Drive service quality, accountability, and continuous improvement across assigned locations.

Educational Qualifications

• Postgraduate degree in Management, Business Administration, Operations, or a related discipline.
• Relevant certifications or training in Aadhaar/UID operations will be an added advantage, subject to applicable UIDAI requirements.

Experience Required

• 6 years of relevant experience in UID/Aadhaar operations, centre management, government projects, or large-scale service delivery operations.
• Experience in managing field teams, multiple centres, operational compliance, and stakeholder coordination will be preferred.
• Prior experience with Aadhaar Seva Kendras (ASKs), UIDAI-related projects, or e-Governance initiatives will be an advantage.

Key Skills

• Strong operational and team management skills.
• Knowledge of UID/Aadhaar enrolment and update processes.
• Understanding of compliance requirements and operational SOPs.
• Proficiency in MS Excel, MIS reporting, and performance monitoring.
• Strong communication, coordination, and problem-solving abilities.
• Ability to manage multiple locations and resolve escalations effectively.
• Willingness to travel across Rajasthan as required.

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