Key Responsibilities Areas - Responsible for daily management of dispute and incident management operations and heading all related communication with the buyers - Responsible for the creation and maintenance of effective and efficient policies and procedures on handling disputes and incident management - Responsible to institute a data-driven environment to identify incidents and to develop metrics to measure effectiveness - Collect and document examples of recurring or consistent errors to identify trends and identify opportunities and provide suggestions for improving the operational processes and policies - Assist with the creation and updating of procedure/training manuals offer suggestions for training improvements to improve quality scores - Define metrics and KPIs to monitor performance, set goals and measure success of direct reports - Any other responsibility as assigned by the competent authority from time to time Key Shared Accountabilities - Coordinate with the Grievance Redressal Manager and Seller Dispute Resolution team to identify key issues resulting in disputes/grievances and communicate findings and recommendations to senior leadership Qualifications and Skill Sets Mandatory - Minimum 6 years experience in a business development/account management or similar role - Post graduate in any field from tier-1 university/college (top 50 as per MHRD nirfindia management/college/university/engineering/law 2018 Ranking) - Outstanding communication skills, both written and verbal - Exceptional - Customer-Focused- mindset - Strong people and relationship management and leadership skills - Diplomacy, tact and enthusiasm required to work with, influence and engage a wide range of stakeholders - Capability to work in a fast paced high growth environment. KPIs - % disputes successfully resolved in time - Avg./median time to resolution per severity - Number of disputes open for more than 15 days - Dispute resolution feedback score Reporting Structure Reports to: Customer Experience Head Direct reports: Dispute Resolution Executives (from MSP) Interested applicants are requested to send in their application by 24/05/2018 Note: i. The selected resource will have to sign a Non-Disclosure Agreement (NDA) as part of the onboarding process. ii. The resource shall not claim any intellectual property right, of work done at GeM and has to strictly maintain the confidentiality of GeM's intellectual property. iii. The selection committee of GeM reserves the right to modify or relax the aspects as mentioned in the job description. iv. No TA &amp; DA will be payable from GeM's end.

Delhi

GeM - Lead - Buyer Dispute Resolution 

GeM - Lead - Buyer Dispute Resolution  ,Job Description for GeM - Lead - Buyer Dispute Resolution  in Government e-Marketplace in  Delhi for (6-12) years of experience. Apply Now!

Job Description for GeM - Lead - Buyer Dispute Resolution  in Government e-Marketplace in  Delhi for (6-12) years of experience. Apply Now!