Job Opportunity for Grievance Redressal Expert at NISG in Manipur

About the Organization

National Institute for Smart Government (NISG) is a not-for-profit company set up in 2002 by the Government of India (GoI) on the Public-Private-Partnership (PPP) model with Secretary, Ministry of Electronics and Information Technology (MeitY) as its Chairman. NISG is shaped as an institution of excellence in e-governance to assist governments for ushering in smart governance, process reforms and digitalization. NISG has been at the forefront of e-governance initiatives in India and contributed towards improvement in government processes and establishment of service delivery systems resulting in faster and simpler service delivery to end-users including citizens and businesses.

Job Responsibilities

• Set up Management Information System (MIS) and evolve procedures which are necessary for monitoring the public grievances and their redressal
• Provide adequate escalation channels (e.g.Setup call-center, dedicated email address, web portals etc.) for logging grievances
• Identify areas of recurring grievances, analyze underlying cases, suggest commissioning of appropriate studies, where necessary, for systemic/ procedural corrections, cause review of policies/procedures which are identified as sources of grievances.
• Regularly inspect grievance machinery in attached/subordinate formations and undertake random sampling with a view to evaluating the quality of disposal of the grievances.
• Implement decisions taken by higher management on grievances received.

Education Qualification/Required Skills & Experience

• PG/Master/MBA in Public Administration/ Public Policy/ Public Health / Health Administration/Health Economics/Human Resource (HR)/CRM / equivalent
                                   OR
• BA-LLB/BE/B-Tech/MCA with Post Graduate Diploma in Public Administration/ Public Policy/ Public Health / Health Administration/Health Economics/ Public Relations/ Human Resource (HR)/CRM/ equivalent

Eligibility Criteria:

• Minimum of 4 years of Client Relationship Management/ Incident Management/Customer Care/Grievance Management
• At least 2+ years of experience in a government project, preferably in social sector schemes/missions.
• Well-versed in MS Office suite.
• Excellent communications skills
• Desired: Experience of working in Health sector.