Sanjeev Talwar

Experience

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  Department of Commerce, Delhi School of Economics, University of Delhi

  Feb 2005 - Apr 2014

  Senior Counsellor - NCH

  • Nodal Officer for the Convergence Programme – an Online Complaint handling management system. Coordination with senior management of leading corporate & PSUs.• Promotion of Department of Consumer Affairs Integrated grievance Redressal Mechanism – INGRAM, Consumer App, Smart Consumer App for multiple stakeholders. • Responsible to provide Training (Process, Content & technical) & Development to state consumer helpline across India. Visited many states across India to provide hands on training to state consumer helpline including govt. officials.• Effectively handled more than 80 companies across spectrum of Industries such as Consumer Durables, Banking, NBFCs Insurance, e-commerce, Telecom, Electricity, and Courier etc.• leading IEC activities- Organized and coordinated more than 50 National and International Workshop, Seminars, Training Session, Exhibition, Events and Press conferences, Debate and Discussion.• Co-editor for monthly newsletter – ‘Consumer Velocity’- which gives snapshots of performance and new market trends and also Developed a huge database of all sectors, industries, companies etc. related to consumer products and services.• Leading a team and supervising staff of Supervisor, Market Research Associate, Jr. Counsellors and Trainee Counselors, in accordance with the Action Plan and prepare progress report on ongoing research projects.• Give presentations and briefing to the Corporate, Government and Regulatory bodies, Consumer Groups and Media and other stakeholders concerned.• Event management at IITF (Trade Fair), Krishi Expo, University Feast, Consumer Mela, Nukkad Natak and Property Expo etc.• Liaison with media and arranging press conferences. Also represented in leading newspaper and news channel such as Indian Express, Times of India, Zee Group Channels, Doordarshan etc as spokesperson Show less

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  IIPA (Official)

  Apr 2014 - Dec 2016

  Senior Counselor, NCH, Centre for Consumer Studies

  Corporate Communication & Stakeholder Engagement.Information, Education & Communication and Capacity Building for INGRAMConsumer Research & AdvocacyAcademic SkillsPublication of research paper, monographs and books.Management and Operation of Govt. Project by integrating national, zonal & state division of Jago Grahak Jago project.Coordinated various Workshop/ Conference/ Seminar/ Training program etc

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  National Career Service - India

  Jan 2017 - Sept 2021

  Young Professional

  Core Member of National Career Services (NCS) CPMU Team at Headquarter, DGE, MoLE. Conceived & implemented NCS project from scratch.Promotion, capacity building, branding and training of National Career Services (NCS) portal for multiple stakeholders. Facilitating the transition of employment exchanges into career centres. Supporting State Governments and institutions in replicating this model in other centres. Preparing regular reports on performance indicators, to be shared with DGE. Identifying best practices and pain areas/bottlenecks in implementing DGE schemes and in the collaboration with National Career Services (NCS) project. Coordinating outreach activities in schools/colleges and conducting job fairs including interaction with academia, local industry, manufacturing associations, training providers, counsellors and others. Plan, organize, develop and implement career events and publications to publicize Career Centre services, resources and speaker program.Maintain lists and bulletins concerning jobs and mapping the required skills with the resource pool; provide information concerning the industry job trends across the country and assistance in the enhancement of the skills in a candidate.Conducting research and market analysis to create intelligence for better performance of Model Career Centres & coordination with State Govt to replicate MCCs Pan india Show less

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  National Health Authority (NHA)

  Sept 2021 - now

  Grievance Redressal Officer- ABDM

  •Lead and responsible for managing pan India digital health (ABDM) grievance redressal at NHA.•Monitoring grievances and their redressal, state wise, region wise. Leading the centralized grievance redressal cell, Quality control and Beneficiary engagement.•Stakeholders’ engagement with state govt, Integrators–Pvt. & Govt., HMIS providers for initiating Digital health system in their respective area. Cross functional training for different stakeholders.•Cross-Functional Collaboration: Coordinate efforts with different departments such asIT, operations, ABHA, HPR, Health facilities to ensure smooth integration of the Support system.•Building capacities of all relevant stakeholders on the grievance redressal procedures•Revised RFP as per requirement for ABDM & follow up with vendor for continuous improved FRS, SRS and revised GAR documents.•Defining grievances redressal system with clear and defined time frame, Case management system automation, •Building an escalation mechanism to address grievances which are unresolved through available routes/ with close coordination with functional lead.•Conduct a thorough assessment of the current GRM system with gap analysis and recommendations for strengthening grievance handling for ABDM.•Support the Senior Development Specialist to periodically update the GRM Manual and SOP formation and process correctness.• Responsible for resolution of CPGRAM (PG portal), MoHWF, PMO grievances cases.•Additional charge of CPIO for matters related to ABDM at NHA under RTI 2005.•Managing team of grievance and functional divisional from different stakeholders for timely resolution.•Guide the consultant on development process of necessary communication materials, GRM, SOP, Bot Automation, CSAT, SLAs & KPIS Show less