Associate Manager, Automation and Platforms Team, Merchant Experience
2 months ago
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
JOB DESCRIPTION
JD - Associate Manager, Merchant Experience Automation
The merchant experience automation team aims to create a smooth and automated support system for all merchants, ensuring they receive top-notch assistance for all their needs and products. They collaborate closely with business and product teams to discover new possibilities, develop predictive models to detect potential issues in a merchant's journey, and establish preventative measures.
Responsibilities
Own the development and management of PhonePe’s automated support channels for merchant experience
Build deep understanding of technical specification across a diverse portfolio of products to create memorable customer experiences
Identify, scope and implement measurements and control variables for our merchant support products - automated lending support, helpdesk, PG merchant support
Introduce automated solutions to improve support metrics and business process efficiencyCreate and manage SOPs of platform management ensuring compliance and security of platformsLead the team by example - plan the projects, assign tasks to the team, self-execute tasks to lead from the front
Manage a team of highly motivated individual contributors and collaborate with cross functional teams to ensure the best user experience
Basic Requirements
Engineering graduate with 4+ years of experience in a technical domain related to customer experience, knowledge of SQLPrior experience of people managementPrior experience in CX or automation and experience robotic process automationAbility to deal with ambiguity and create processes to streamline information and knowledge dissipation
Ability to manage influence through persuasion, negotiation, and consensus building
Demonstrated desire for continuous learning and improvement
Good to have
MBA and/or previous experience of digital payments landscape is a plus
2+ years of total experience in Program/Product management roles
Analytical, Inquisitive and process-oriented mindset
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-
bangalore, India PhonePe Full timeAbout 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...
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