Operations Manager, Onboarding

3 weeks ago


Bengaluru, Karnataka, India PhonePe Full time

About PhonePe Group:

PhonePe is a leading digital payments company with over 500 million registered users and 37 million merchants across India. Building on its leadership in digital payments, PhonePe has expanded into financial services, including insurance, mutual funds, stock broking, and lending, as well as adjacent tech-enabled businesses.

Culture:

We empower our employees to own their work and trust them to do the right thing. Our culture is built on enthusiasm for technology, ideation, and execution. If you like building technology that impacts millions, join us.

Job Description:

  • Operations & Performance Management:
    • Manage daily operations and processes for onboarding and KYC teams.
    • Drive productivity and quality delivery.
    • Monitor and evaluate agent performance.
    • Set and drive performance targets and KPIs.
    • Conduct regular performance reviews and provide feedback.
  • Performance Management:
    • Enforce quality standards and protocols.
    • Conduct quality assessments and audits.
    • Provide feedback and coaching.
  • Quality Assurance:
    • Use data and analytics to monitor performance and quality metrics.
    • Identify trends and areas for improvement.
  • Team Leadership:
    • Lead and mentor agents and team leaders.
    • Foster a positive team environment.

Qualifications:

  • 3-5 years of experience managing team leaders and agents.
  • Proven experience in operations management and KYC/onboarding functions.
  • Strong leadership and team management skills.
  • Proficient in data analysis and reporting tools.

PhonePe Benefits:

  • Insurance Benefits: Medical, Critical Illness, Accidental, Life Insurance.
  • Wellness Program: Employee Assistance, Onsite Medical Center, Emergency Support.
  • Parental Support: Maternity Benefit, Paternity Benefit, Adoption Assistance, Day-care Support.
  • Retirement Benefits: Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment.

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