Digital Operations Lead
1 week ago
About PhonePe Group:
PhonePe is India's leading digital payments company with 500 million registered users and 37 million merchants covering over 99% of the postal codes across India. The company has expanded into financial services, including 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.
Culture:
We empower our employees to take ownership of their work, ensuring a positive and collaborative environment where everyone can thrive. We foster an enthusiasm for technology, encouraging team members to build innovative solutions that impact millions.
Job Description:
Operations & Performance Management:- Oversee daily operations and processes for agents in onboarding/KYC teams.
- Drive productivity while maintaining quality delivery expectations.
- Monitor and evaluate agent performance regularly.
- Set and drive performance targets and KPIs for agents.
- Conduct regular performance reviews and provide feedback/coaching to agents/team leaders/associate managers.
- Identify performance gaps and implement improvement plans.
- Enforce quality standards and protocols.
- Conduct regular quality assessments and audits to ensure compliance with company standards.
- Provide feedback and coaching based on quality assessment results.
- Collaborate with the training/quality team to address quality-related training needs.
- Utilize data and analytics to monitor and report on performance and quality metrics.
- Identify trends, patterns, and areas for improvement based on data analysis.
- Prepare and present performance and quality reports to senior management.
- Drive continuous improvement initiatives using insights from analyses.
- Lead, mentor, and motivate agents/associate managers in the team.
- Foster a positive and collaborative team environment.
- Provide guidance and support to team members to achieve their goals.
Required Skills and Qualifications:
- 3-5 years of experience managing team leaders/associate managers & agents.
- Proven experience in operations management, preferably in KYC/onboarding functions.
- Strong leadership and team management skills.
- Proficient in data analysis and reporting tools.
- Able to work in a fast-paced and dynamic environment.
- Detail-oriented with a focus on quality and continuous improvement.
Benefits:
- Medical Insurance
- Critical Illness Insurance
- Accidental Insurance
- Life Insurance
- Employee Assistance Program
- Onsite Medical Center
- Emergency Support System
- Maternity Benefit
- Paternity Benefit Program
- Adoption Assistance Program
- Day-care Support Program
- Relocation benefits
- Transfer Support Policy
- Travel Policy
- Employee PF Contribution
- Flexible PF Contribution
- Gratuity
- NPS
- Leave Encashment
- Higher Education Assistance
- Car Lease
- Salary Advance Policy
Estimated Salary: ₹1,200,000 per annum (based on industry standards)
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