Assistant Manager/Manager-Quality (Incident Management)

Job Role Assistant Manager/Manager Quality (Incident Management)

About GeM

Government eMarketplace is a unified digital platform that facilitates end-to-end procurement of goods and services by various government departments, organizations, and public sector undertakings (PSUs). Our Honourable Prime Ministers concerted efforts to harness the power of digital platforms to achieve Minimum Government, Maximum Governance led to the genesis of GeM in 2016.

GeM provides a paperless, cashless and contactless ecosystem for government buyers to directly purchase products and services from pan-India sellers and service providers through an online platform. GeM covers the entire gamut of procurement process, right from vendor registration and item selection by buyers to receipt of goods and facilitation of timely payments. GeM has envisioned to utilise the agility and speed that come along with a digital platform created with a strategic intent to reinvigorate public procurement systems and bring about a lasting change for the underserved as well as the nation.

Built on the pillars of Efficiency, Transparency and Inclusivity, GeM has emerged as a digital tool in nations interest, aimed at catalyzing excellence in public procurement. To know more about us, please visit- https://gem.gov.in/

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What is it like to work at GeM?

• Opportunity to work with a team of highly passionate professionals from Private and Government sector
• Unbounded space for creativity and innovation.
• Agile and collaborative work environment
• Highly transparent and open work culture
• Work- Life balance
• Various kinds of health covers (Insurance) for individual and family
• A great opportunity to learn and hone your skills

Compensation: GeM offers competitive salary and other additional benefits.

Type of employment: This is a contractual role under Project Management Unit (PMU) of GeM.

Location: This position is based in Delhi

A broad overview of the nature of the role can be garnered from the broad outline of the primary responsibilities shared below:

Job Responsibilities:

The individual shall be responsible for the Quality activity related to Incident Management Recommended responsibilities include but are not limited to the following:

• Understanding of Incident Management policy of GeM and Government of India procurement Policy.
• Management policy of GeM and Government of India procurement Policy.
• Manage day to day Quality activity and ensure no misses in quality framework.
• Drive consistency to ensure strong quality performance.
• Deliver process as well as executive level insights to continuously improve and deliver outstanding customer experience.
• Reviewing/Analyzing Incidents on regular basis to understand voice of buyers/Sellers and accordingly share inputs on improvement.
• Regular reporting of Pendency to stakeholders and ensure closure of Incidents within SLA.
• Implement and drive the QA process and structure.
• Identify possible issues and trends and give actionable insights while communicating them to relevant stakeholders.
• Implement initiatives and projects to counteract any possible trends, drive business KPIs.
• Aggregate audit findings and analyze gaps in processes, identifying innovative ways to solve problems upstream, help improve customer experience and drive higher efficiency.
• Analyze quality and performance trends to provide recommendations for program improvement.
• Facilitate Bi-monthly/weekly calibration sessions with the team.
• Buyer Seller Dispute Management
• Any other responsibility may be assigned from time to time.

Professional Qualifications

• Overall 6 years of experience with minimum 4 years of experience in handling buyer / seller dispute management / Procurement domain.
• Experience in E-commerce in a similar role as above will be an added advantage.

Desirable Skills

• Excellent communication & interpersonal skills
• Excellent MS Office skills (presentation & excel)
• Knowledge of FMEA identification and mitigation of vulnerabilities.
• Excellent knowledge of Quality & Analytical tools
• Well versed with Qualitative concepts.
• Worked on process improvement projects driving Customer Experience and Process improvements.

Educational Qualifications

• Essential: Graduation in any discipline from a recognized University
• Preferred: Post Graduation in any discipline from a recognized University is preferred.

GeM selection committee reserves the right to relax or extend the eligibility criteria and educational qualification.

In case numbers of applications received are very high, GeM reserves the right to shortlist candidates and invite only shortlisted candidates for interview round.

The crucial date for determining the eligibility will be the last date of receipt of applications. No applications shall be entertained under any circumstances after the stipulated date. Incomplete applications shall be rejected.

GeM reserves the right to shortlist candidates for interview. Applicants should note that mere fulfillment of minimum eligibility criteria may not ensure consideration for short listing for interview. GeM will not entertain any correspondence on this subject and decisions of GeM will be final in all matters