Digital Operations Lead

1 week ago


Bengaluru, Karnataka, India PhonePe Full time

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.
Performance Management:
  • 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.
Quality Assurance:
  • 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.
Team Leadership:
  • 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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