Operations Leadership Manager

1 week ago


Bengaluru, Karnataka, India PhonePe Full time

About PhonePe Group

PhonePe is a leading digital payments company with 500 million registered users and 37 million merchants covering over 99% of India's postal codes.

The company has expanded into financial services, insurance, mutual funds, stock broking, and lending, as well as adjacent tech-enabled businesses like Pincode and Indus App Store.

Culture

At PhonePe, we empower people to do their best work and create a collaborative environment.

We prioritize customer experience, identifying opportunities for improvement and providing quick resolutions.

The customer experience team takes ownership of the customer journey, reducing effort and striving for excellence.

CX Operations

CX Operations includes inhouse operations, vendor operations, and workforce management teams, measuring itself on three key areas:

  • Operations Excellence: Predictability of effort, Efficiency, and Effectiveness
  • Listening to customers and closing loops with categories and other teams
  • Improving customer resolutions through better prioritization

The Role

The Operations Head owns all inhouse operations for BFSI and payments categories in the CX ecosystem.

This role involves functional ownership, enabling teams to work across inhouse and vendor operations to deliver against goals.

Additional responsibilities include overseeing Social Media and Grievance operations.

Business Goals

  • Strategy Building
  • Creating an 'operations playbook' for each line of business
  • Aligning with strategy and business teams to understand goals and customer experience vision
  • Breaking down goals into operational design elements
  • Collaborating with stakeholders to create efficient delivery models
  • Ensuring operation compliance with regulations
  • Planning and delivery cycles
  • Owning planning and effort estimation cycles
  • Listening for the organization
  • Customer challenges
  • Running the 'experience erosion' charter by identifying vital customer pain points
  • Prioritizing issues and collaborating with other teams to solve them
  • Operational Challenges
  • Setting up efficient governance practices to address challenges
  • Intervening with corrective measures if necessary
  • Enabling collaboration between actors

People

  • People Leadership
  • Coaching and leading teams
  • Creating a functional work environment
  • Setting goals and motivating teams

Ideal Candidate Experience

  • 10+ years of leadership or management consulting experience
  • Demonstrated experience transforming helpdesk and sales operations
  • Experience working in selling/buying cycles with good understanding of costing and pricing

Skills

  • Sound understanding of support functions (Training, Quality, WFM) and their role in operations
  • Strong relationship building and influencing skills
  • Demonstrated problem-solving and analytical skills
  • Strong strategic thinking to read emerging requirements

Estimated Salary Range: ₹25-35 lakhs per annum



  • Bengaluru, Karnataka, India WELLS FARGO BANK Full time

    About Wells Fargo BankWe are seeking an experienced Securities Operations Associate Manager to lead our team in ensuring quality and compliance in securities operations.Job DescriptionThis is a key leadership role that requires managing a team of specialists, providing support for delivery tasks and escalations, identifying opportunities for process...

  • Operations Manager

    1 month ago


    Bengaluru, Karnataka, India WELLS FARGO BANK Full time

    About this role:Wells Fargo is seeking a highly skilled Operations Manager to lead our team. As an Operations Manager, you will be responsible for managing and developing specialized customer service and operations functional teams within the Operations area. Your expertise will be crucial in developing strategies to improve staffing processes, ensuring...

  • IT Operations Manager

    2 weeks ago


    Bengaluru, Karnataka, India Zycus Full time

    Job DescriptionAs the IT Operations Manager at Zycus, you will lead a team of IT support staff who provide 24/7 IT support and manage IT operations. Your key responsibilities will include Office 365 L3 administration and inventory management. You will serve as the L3 escalation point for all incidents, prioritizing tickets and implementing new technology to...

  • Operations Leadership

    3 weeks ago


    Bengaluru, Karnataka, India PhonePe Full time

    About Us:PhonePe is India's leading digital payments company with 50 crore registered users and 3.7 crore merchants covering over 99% of the postal codes across India. We have 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...


  • Bengaluru, Karnataka, India May I Help You Full time

    About May I Help YouMay I Help You is a leading retail company seeking an experienced Chief Operating Officer to oversee its operational aspects and drive business growth.Estimated Salary: ₹2,500,000 - ₹3,500,000 per annumJob Description:The Chief Operating Officer will provide visionary leadership in the development and execution of the company's...


  • Bengaluru, Karnataka, India Design Cafe Full time

    Job Title: Operations ManagementAt Design Cafe, we are seeking an exceptional Operations Manager to join our team in Bangalore. This is a full-time position that requires 1 to 3 years of work experience in the field of operations management.We are a recognized soonicorn and India's best Home Interior Designs' solutions' company, founded in Bangalore, and now...


  • Bengaluru, Karnataka, India Bristol Myers Squibb Full time

    Transforming patients' lives through science is a vision that drives every Bristol Myers Squibb employee. As an Operational Site Leader at the BMS Biocon Research Centre in Bengaluru, India, you will play a pivotal role in managing this integrated research center. This position supports the Research and GPS functions and is responsible for overseeing the...


  • Bengaluru, Karnataka, India ADCI - Tamil Nadu Full time

    Payment Operations ManagerAchieve Operational Excellence in Payments Management at ADCI - Tamil NaduAbout the RoleWe are seeking a highly motivated and experienced Payment Operations Manager to join our APAC Payment Business Operations team in Chennai, India. This role is responsible for managing Payments and Gift Cards related business health, resolving...


  • Bengaluru, Karnataka, India CSG Full time

    Job Description:We are seeking an experienced Service Management Leader to join our team in Bangalore, India. As a Senior Operations Manager, you will be responsible for overseeing the management of client relationships and ensuring seamless delivery of services.About the Job:Provide strategic leadership to a distributed team and drive operational excellence...


  • Bengaluru, Karnataka, India Travix Full time

    About TravixTravix is a leading global online travel agency, operating a diverse portfolio of travel-focused websites under brand names like CheapTickets, Vliegwinkel, BudgetAir, Vayama, and Flugladen. In 2020, we expanded our reach by becoming part of the Trip.com Group, one of the world's largest online travel companies. With operations in over five...


  • Bengaluru, Karnataka, India ISTATAM LLP Full time

    Brand Leadership RoleWe are seeking a skilled Brand Leadership Manager to join our team at ISTATAM LLP. As a key member of our marketing team, you will be responsible for developing and implementing brand strategies that drive business growth and customer engagement.Key Responsibilities:Develop and execute brand marketing strategies that align with business...


  • Bengaluru, Karnataka, India Epam Full time

    Position Overview">We are seeking a highly experienced Account Manager to join our team at EPAM. The ideal candidate will have a strong track record of sales performance and experience in leading teams to deliver end-to-end solutions in the IT industry.The successful candidate will be responsible for creating business strategies, managing client...


  • Bengaluru, Karnataka, India Wenger & Watson Full time

    About Wenger & WatsonWe are a dynamic and innovative company seeking a Technical Leadership Director to lead our engineering team.Job SummaryThe Technical Leadership Director will be responsible for providing technical leadership to major projects, building and guiding an engineering team of 10-15 top-notch engineers, and ensuring that the team optimizes...


  • Bengaluru, Karnataka, India Goldman Sachs Full time

    About the OpportunityGoldman Sachs is seeking an experienced professional to lead the Separately Managed Accounts (SMA) Oversight team within our Asset Management operations. This role will be responsible for developing and implementing the SMA operational strategy, focusing on embedding industry-standard processes, scaling the platform, mitigating risk, and...

  • IT Operations Manager

    1 month ago


    Bengaluru, Karnataka, India Zycus Full time

    At Zycus, we are seeking a skilled IT Operations Manager to lead our IT support staff in delivering exceptional service to our global customers. As a key member of our IT team, you will be responsible for managing our IT infrastructure, overseeing day-to-day operations, and ensuring seamless communication with internal stakeholders. Key Responsibilities: IT...


  • Bengaluru, Karnataka, India Featherlite Full time

    **Job Overview:**We are seeking an experienced Financial Leadership Expert to lead our real estate operations, ensuring compliance, accuracy, and efficiency in all financial transactions.Key Responsibilities:Financial Operations:SUPERVISE AND MANAGE accounts payable and receivable processes.ENSURE accurate recording and reconciliation of financial...


  • Bengaluru, Karnataka, India Prime Search Full time

    About the OpportunityWe are seeking a seasoned professional to lead our Telecommunication Network Operations Center (NOC) team as a NOC Manager. As a key member of Prime Search, you will be responsible for overseeing the daily operations of the NOC, ensuring efficient incident management and customer support.Key Responsibilities:• Lead and manage the NOC...


  • Bengaluru, Karnataka, India Meesho Full time

    About the Role:We are seeking a seasoned Leadership Development Program Manager to join our team at Meesho. As a key member of our Leadership Development team, you will play a crucial role in designing and implementing leadership development programs that equip leaders with the skills, behaviors, and experiences needed to excel in a fast-paced, high-growth...


  • Bengaluru, Karnataka, India symplr Full time

    About the Role:Symplr is seeking a highly skilled Senior Software Engineer to lead the team in providing technical and executional leadership in delivering highly scalable, distributed multi-tenant enterprise class software solutions. This role requires a strong understanding of software development lifecycle, architecture patterns, and experience working...


  • Bengaluru, Karnataka, India ASSPL - Karnataka - B56 Full time

    About the CompanyASSPL is a leading logistics provider in Karnataka, aiming to establish itself as a trusted line haul service partner in India. We partner with retailers of all sizes to simplify their operations, lower their cost, and unlock more sales. Job DescriptionWe are seeking an experienced Program Manager to join our Amazon Freight team. As a key...