Job Description

About PhonePe Group:



PhonePe is India's leading digital payments company with 50 crore (500 Million) registered users and 3.7 crore (37 Million) merchants covering over 99% of the postal codes across India. On the back of its leadership in digital payments, PhonePe has expanded into financial services (Insurance, Mutual Funds, Stock Broking, and Lending) as well as adjacent tech-enabled businesses such as Pincode for hyperlocal shopping and Indus App Store which is India's first localized App Store. The PhonePe Group is a portfolio of businesses aligned with the company's vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.


Culture



At PhonePe, we take extra care to make sure you give your best at work, Everyday! And creating the right environment for you is just one of the things we do. We empower people and trust them to do the right thing. Here, you own your work from start to finish, right from day one. Being enthusiastic about tech is a big part of being at PhonePe. If you like building technology that impacts millions, ideating with some of the best minds in the country and executing on your dreams with purpose and speed, join us!



Role - Operations Manager, VKYC Ops



Reports to - Operations Head - BFSI and Payments



Location - Bangalore





The customer experience team at PhonePe takes full ownership of a customer's journey on the app, identifies opportunities for it to be better based on customer VOC, reduces effort to get help and strives to provide quick and meaningful resolution. To better the customer experience by being an ambassador for our customers and fulfilling a core cultural tenet of 'Customer First' is how we execute on our vision to be best in class.




:


Own performance of the BU's operation


+ Own Operational performance for Inhouse & outsourced partner for the business unit
+ Develop and track key performance indicators (KPIs) for support operations.
+ Develop and implement operational strategies to enhance the overall efficiency and effectiveness
+ Establish and maintain quality standards for support operations.
+ Monitor and minimise the ageing of the support queue

Build and operate the operations playbook for the BU


+ Act as a point of contact in the operations of the BU to consolidate and program manage the experience erosion points in the ecosystem
+ Maintain operational relationships across Internal and external support teams (Business, Strategy, Vendor, TnQ, WFM etc) and work with them to take the operation forward
+ Optimize resource allocation, including people, technology, and tools, to ensure efficient and effective support operations.
+ Analyze existing processes and workflows to identify areas for improvement.
+ Should be able to identify and Program manage process/efficiency improvement projects
+ Implement measures to reduce response/resolution times, and enhance overall experience.

Team Management


+ Lead and manage a team responsible for the day-to-day operations.
+ Foster a culture of excellence, teamwork, and continuous improvement within the support operations team.
+ Encourage and actively participate in professional development plans for team members.
+ Work collaboratively to identify people's career goals, skill gaps, and areas for growth

Desired skills and experience:



Skills


+ Ability to think holistically and in a structured fashion to solve problems
+ Ability to deepdive on any people, process and technology failure points and come up with actionable and drive them to closure by working with respective partners
+ Ability to understand data trends and make inferences, create plans of action and prioritization strategies for improvement
+ Strong interpersonal and communication (written & verbal) skills with an eye for detail
+ Ability to understand and implement strong process and governance frameworks keeping in mind both short term and long-term objectives of the organization
+ Self-driven, proactive, with high levels of ownership
+ Ability to work collaboratively with others


Experience


+ Graduate with good Operations understanding with at least 7 - 10 years of service operations experience & with at least 3 years in a people management role
+ Proven experience in customer service operations management, with a focus on team leadership.







PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)


• Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
• Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System
• Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
• Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy
• Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment
• Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy


•Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us. Read more about PhonePe • •on our blog . •