Associate Manager, CX Operations

Job Description: Associate Manager, Merchant Helpdesk

Role: Associate Manager, Merchant Helpdesk

Reporting to: Operations Head, Merchant Helpdesk

About Phonepe : 

PhonePe is India's largest transactions platform built on payments. It is the crusader of UPI payments and a proud contributor to the hypergrowth of the world's most advanced payments system. 

We are leading the narrative on mobile payments which will change the way people manage their money on the go. We want to make digital payments so easy, safe and universally accepted that people never feel the need to carry cash or cards again. We see ourselves facilitating this change, through technology at scale, positive disruption, and dogged customer centricity. 

About Customer Experience Function : 

At PhonePe, the Customer Experience team assumes responsibility for a customer's journey within the app. We diligently identify areas for improvement based on customer feedback (Voice of Customer), minimize the effort required to seek assistance, and tirelessly aim to deliver swift and meaningful resolutions. Our commitment to enhancing the customer experience and demonstrating the principle of 'Customer First' is how we realize our vision of becoming the best in class.

About Merchant Experience & Operations Function:

At PhonePe, the Merchant Experience & Operations team is dedicated to ensuring a seamless and positive journey for our valued merchant partners. We proactively identify areas for improvement based on merchant feedback (Voice of the Merchant), minimize the effort required for them to seek assistance, and tirelessly aim to deliver swift and effective resolutions. Our commitment to enhancing the merchant experience and demonstrating the principle of 'Merchant First' is how we realize our vision of becoming the best-in-class partner for businesses.

Function Summary:

The primary function of this role is to manage and continuously improve the operational metrics for the Merchant Helpdesk. This involves leading a team of support professionals, ensuring high-quality merchant interactions, and driving efficiency. The job requires building competency within the team, managing projects related to service improvement, and controlling attrition. Strong internal stakeholder management, relationship building, problem analysis, and the ability to navigate ambiguity are crucial for success in this role.

Job Objective: (How does the role impact the overall business? Provide a brief within 3-4 sentences)

 The Associate Manager (AM) for the Merchant Helpdesk is expected to be the functional owner of merchant support operations. This includes direct responsibility for the in-house helpdesk team and potentially overseeing performance at any outsourced partner facilities. The AM will drive performance, productivity, and quality metrics for their team, focusing on the growth and development of team members. Additionally, the AM will play a pivotal role in identifying and implementing process excellence projects designed to positively impact merchant satisfaction, operational efficiency, and key performance indicators.

Role Expectations:

• Responsible to drive key initiatives, process improvements and resolution of key challenges that are identified in the Merchant support process
• Monitor day to day operational tasks & metrics 
• Close partnership with service leaders, training and quality managers &  Business Analysts and other internal functional stakeholders 
• Create and develop critical operational processes to support the changing regulatory landscape and firm initiatives
  
  
• Identify opportunities to build new tools and improve existing process flows and controls
  
  
• Effective team building by leveraging organization talent frameworks to drive performance, discipline, learning and  development
  
  
• Monitor and improve key operational metrics ensuring customer satisfaction is at its highest
  
  
• Ensure a positive, collaborative and cohesive team environment

Eligibility:

• Minimum 5-7 years handling support operations 
• Experience handling customer/ Merchant complaints and regulatory inquiries
• Expert Microsoft Office skills (word, excel, power point, outlook)
• Ability to switch tasks as needed while staying extremely organized
• At least two years of experience in a people management role  
• Excellent communication skills, both written and verbal, experience making presentations to large and small groups