Manager/Senior Manager - Incident Management (Non Technical)

Job Role Manager/Senior Manager Incident Management

(Buyer Seller Dispute Resolution with procurement experience)

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: Government e-Marketplace 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 Summary

The Individual shall work on all aspects of the incident management process related to buyer and seller dispute resolution from evaluation to resolution in the procurement /e procurement space. The task shall be to identify all issues related to public procurement and facilitate the software team to design functionalities to prevent similar problems in future. Hence this role requires individual to have hands on experience in buyer and seller dispute resolution in the procurement space.

Key Responsibility Area:

• Understanding of Incident Management policy for Buyer and Seller Dispute resolution on GeM portal
• Understanding of Government of India public procurement Policy and accordingly implement processes and frame-work on GeM portal.
• Responsible for incident management policy-based decision making in respect of procurement related problems & dispute involving buyers & Sellers.
• Reviewing/Analysing Incidents on regular basis to understand voice of buyers/Sellers and accordingly share inputs on improvement. Review and refresh of incident management policy, as required.
• Final point of resolution on all Incidents related to buyers & sellers.
• Should ensure automation to design the tool which is user friendly and easy to understand. Ensure process excellence - develop structured workflows and set service standards.
• Regularly review of Management Service Provider (MSP) on the performance and technical functionality of Tool.
• Regular reporting of Pendency to stakeholders and ensure closure of Incidents within SLA. Follow-up on incidents to ensure permanent corrective action has been identified & Generation of incident reports as necessary.
• Prioritize incidents according to their urgency and influence on the functioning of the platform.
• Communicate with senior management if major issues are identified & provide written updates on issue status further next steps.
• Any other responsibility as assigned from time to time.

Key Shared Accountabilities:

• Assist the department heads in designing improvements by providing insights/recommendations based on customer interactions.
• Work to drive changes in culture, processes and talent required to build data driven incident management.

Professional Qualifications:

• Minimum 8 years of overall experience of which at least 4 years of experience should have been in handling the procurement space including buyer seller dispute resolution (Non-technical).

Educational Qualification:

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

Other preferred Skills:

• Strong understanding of procurement/Supply chain management
• Should possess knowledge of e-commerce, buyer/seller management in any other platform.
• Good communicator and good interpersonal skills
• Capable of handling multiple tasks simultaneously under pressure during critical incidents
• Exceptional Customer-Focused mindset
• Capability to work in a fast-paced high growth environment.
• Flexibility to adjust to changing requirements, schedules and priorities.
• Critical thinking capability and ability to help drive resolution to complex procurement function related problems

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 fulfilment 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 matter