Assistant Manager, Service Recovery
2 weeks 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
Role - Associate Manager, Consumer Payments Support
Reporting to - Manager, Consumer Payments
About Phonepe :
PhonePe is India's largest transactions platform built on payments. It is the crusader of UPI payments and a proud contributor to the hypergrowth of the world's most advanced payments system.
We are leading the narrative on mobile payments which will change the way people manage their money on the go. We want to make digital payments so easy, safe and universally accepted that people never feel the need to carry cash or cards again. We see ourselves facilitating this change, through technology at scale, positive disruption, and dogged customer centricity.
About Customer Experience Function :
At PhonePe, the Customer Experience team assumes responsibility for a customer's journey within the app. We diligently identify areas for improvement based on customer feedback (Voice of Customer), minimize the effort required to seek assistance, and tirelessly aim to deliver swift and meaningful resolutions. Our commitment to enhancing the customer experience and demonstrating the principle of 'Customer First' is how we realize our vision of becoming the best in class.
Function Summary: (Inputs from Business leaders)
The primary function of this role is to manage and continuously improve the metrics for the In- house Customer Service Operations of PhonePe's Consumer Payments business. The job also requires taking responsibility for building competency in the team, managing multiple projects and controlling attrition. Internal stakeholder management and building relationships and networks is essential to achieve expected outcomes. Problem analysis, solving and working with ambiguity will form part of the role.
Job Objective: (How does the role impact the overall business? Provide a brief within 3-4 sentences)
The AM is expected to be the functional owner for Consumer Payments support operations across inhouse and vendor teams. This will mean not only taking direct responsibility for the support representatives in their team but also owning key operational metrics for the business for vendor locations. The AM will drive performance and productivity metrics for their team and also focus on growth and development of the team members. Additionally, AMs will play a pivotal role in process excellence projects which will positively impact customer experience / efficiency / CSAT.
Role Expectations:
Responsible to drive key initiatives, process improvements and resolution of key challenges that are identified in the Consumer Payments support process Monitor day to day operational tasks & metrics Close partnership with service leaders, training and quality managers & Business Analysts and other internal functional stakeholders Create and develop critical operational processes to support the changing regulatory landscape and firm initiatives
Identify opportunities to build new tools and improve existing process flows and controls
Effective team building by leveraging organization talent frameworks to drive performance, discipline, learning and development
Monitor and improve key operational metrics ensuring customer satisfaction is at its highest
Ensure a positive, collaborative and cohesive team environment
Eligibility:
Minimum 5-7 years handling support operations Experience handling customer complaints and regulatory inquiries Expert Microsoft Office skills (word, excel, power point, outlook) Ability to switch tasks as needed while staying extremely organized At least two years of experience in a people management role Excellent communication skills, both written and verbal, experience making presentations to large and small groupsPhonePe 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-
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