Cx Automation Platforms, Associate Manager

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 CultureAt 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 DESCRIPTIONRole Senior Automation Specialist CXTitle Senior Automation Specialist I II CXLocation BengaluruReporting to Senior Manager CX AutomationAbout Phonepe PhonePe is India s leading digital payments platform with over 280 million registered users Using PhonePe users can send and receive money recharge mobile DTH data cards pay at stores make utility payments buy gold and make investments PhonePe went live for customers in August 2016 and was the first non-banking UPI app and offered money transfer to individuals and merchants recharges and bill payments to begin with In 2017 PhonePe forayed into financial services with the launch of digital gold providing users with a safe and convenient option to buy 24-karat gold securely on its platform PhonePe has since launched Mutual Funds and Insurance products like tax-saving funds liquid funds international travel insurance Corona Care a dedicated insurance product for the COVID-19 pandemic among others About Customer Experience Function At PhonePe the customer experience team takes full ownership of customers problems and strives to provide quick and meaningful resolution They are the ones bettering our product everyday with real-time insights and customer feedback Function Summary Inputs from Business leaders Cx strategy acts as the strategic arm of Customer experience function and aspires to leverage design thinking technology and customer insights to improve end to end customer experience Through collaborative efforts of Product Operations Design Automation Content Business intelligence functions Cx Strat builds out customer experience journeys for scale and serves as a source of actionable insights for product category managers As PhonePe expands into new business verticals Cx Strategy continues to innovate build support frameworks and enhance effectiveness of CS operations in a bid to create exceptional customer experiences Job Objective How does the role impact the overall business Provide a brief within 3-4 sentences The goal for the automation function - encapsulated in a single statement - is to ensure minimal manual interventions while having customer satisfaction as the primary safeguard The automation role is at the cusp of business product and engineering we collaborate with an extensive list of stakeholders and own several long term strategic initiatives with the intent to allow people to move onto higher-value tasks and bring efficiencies to the pod Role Expectations KPIs KRAs of the role The responsibilities for an Automation specialist will be to own final delivery ensure successful execution of sprints by shouldering critical engineering responsibilities North Star goal is Automation percentage Other salient KPIs in no particular order xe2x97x8f CSATxe2x97x8f Contact to transaction Ratioxe2x97x8f Average Interaction per manual ticketExperience Skills Qualifications EXPERIENCE and QUALIFICATIONxe2x97x8f Graduate from a top tier institute BE BTech BCA MCA xe2x97x8f Upto 3 years experience in CX and or Automation rolesSKILLSxe2x97x8f Customer centricity - Preempt support pain points to drive customer experiencexe2x97x8f Risk Mitigation - Should apply the previous experience learnings to think multiple steps ahead and help plan for known knownsxe2x97x8f Collaboration - Ability to work with direct stakeholders with a bias for impactxe2x97x8f Ownership - Take 100 ownership of sprint timeline and qualityxe2x97x8f Attention to detail - Adept at identifying gaps in process flows etc and guide specialist-1s to deliver accurate and effective process flowsxe2x97x8f Effective Communication Verbal and Written - Adept at communicating across levels and stakeholders Ability to build narratives for case studies achievements etc xe2x97x8f Prioritization and Focus on execution - Ability to prioritize actionable with guidance from AM and ensure adherence to sprint timelinesxe2x97x8f Process Oriented - Ensure compliance with the process and looking for continuous improvement of the samexe2x97x8f Effective documentation and Communication Verbal and Written - Adept at documenting analysis discussions requirements recommendations etc and communicating across levels and stakeholders Ability to build narratives for case studies achievements etc 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