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Operations Lead

5 months ago

bangalore, India PhonePe Full time

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

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.

CX Operations as a function includes inhouse operations, vendor operations and workforce management teams. The operations team measures itself on three broad KRAs

Operations Excellence → Predictability of effort, Efficiency and Effectiveness Listening to the customer and closing loop with categories and other teams Improving customer resolutions through better prioritization

The Role:

The operations head role owns all inhouse operations for the BFSI and payments categories in the CX ecosystem. The role also takes functional ownership of these categories which means that he/she will enable their team to work across inhouse and vendor operations to make sure that the operation is delivering against the goals that are set for each Line of business. As an additional charter this role will also oversee our Social Media and Grievance operations

Business Goals

Strategy Building Build and manage the “operations playbook’ for each line of business Align with strategy and business teams to understand goals and the customer experience vision Break down these into elements of operational design Work with other stakeholders like vendor operations, T&Q, Automation etc to create an efficient delivery model Ensuring that the operation is compliant to all applicable regulations Planning to delivery cycle Own creation and upkeep of the planning and effort estimation cycle to changes in business projections Listening for the organisation Customer challenges Run the “experience erosion” charter by identifying vital customer pain points from across the organization Prioritising these issues and collaborating with other teams to solve them Operational Challenges Setup efficient and strong governance practices to address any challenges that may come up in his/her LOBs Intervene with prompt and strong corrective measures if and when the work execution falters Enable strong collaboration in the ecosystem between various actors like vendor, inhouse ops and Training/Quality

People

People Leadership Coach and provide sound leadership to the team Create a functional work environment for the team to collaborate and thrive in the larger ecosystem Setting of goals and keeping the team motivated in pursuit of their goals

Ideal Candidate Experience -

10+ years of work experience in leadership, management consulting, internal consulting or business transformation roles with a keen understanding of operations Demonstrated experience transforming helpdesk and sales operations Experience of working in a selling/buying cycle with good understanding of the components of costing and pricing in a shared services or BPO environment

Skills

Sound understanding of support functions (Training, Quality, WFM) and the role they play in a operations ecosystem Strong relationship building and influencing skills - Relations with other PhonePe and Cx Teams are key to success in this role.  Demonstrated problem solving and skills backed by strong analytical and problem-solving skills Strong strategic thinking to read emerging requirements and changes and then address them

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