Associate Manager - Insurance Business Operations

About PhonePe Group: 

PhonePe is India’s leading digital payments company with 50 crore (500 Million) registered users and 3.7 crore (37 Million) merchants covering over 99% of the postal codes across India. On the back of its leadership in digital payments, PhonePe has 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 Store which is India's first localized App Store. The PhonePe Group is a portfolio of businesses aligned with the company's vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.

Culture

At PhonePe, we take extra care to make sure you give your best at work, Everyday! And creating the right  environment for you is just one of the things we do. We empower people and trust them to do the right  thing. Here, you own your work from start to finish, right from day one. Being enthusiastic about tech is a  big part of being at PhonePe. If you like building technology that impacts millions, ideating with some of  the best minds in the country and executing on your dreams with purpose and speed, join us!

About PhonePe Insurance

PhonePe is India's leading digital payments platform, spearheading the revolution in financial services. Within PhonePe Insurance, our mission is to make insurance accessible, affordable, and easy for millions across the country. We are building innovative products and scaling operations rapidly to serve our vast user base.

About the Team: Control Tower

The Control Tower team sits at the heart of our Insurance Business Operations, acting as the critical layer responsible for maintaining operational excellence. We are the 'watch tower' that diligently monitors daily production issues, ensuring seamless transaction flows and prompt resolution. Our team works proactively and reactively, liaising closely with internal and external stakeholders, particularly our insurer partners, to address and resolve challenges in real-time.

As an Associate Manager in the Control Tower, you will be a key individual contributor driving operational stability and efficiency for PhonePe Insurance. This is a dynamic role where you will be extremely close to impact, offering high learning opportunities for individuals with a strong hunger for problem-solving and process improvement.

Key Responsibilities

• Production Issue Management & Resolution:
• Act as the primary point of contact and owner for all daily production issues impacting insurance operations.
• Drive swift and effective "here and now" resolution of critical incidents and transaction recovery efforts.
• Lead and actively participate in daily huddles, demonstrating a knack for quick problem identification and action planning, ensuring high availability for critical operational needs.

• Stakeholder Management & Communication:
• Effectively manage relationships with a diverse set of internal stakeholders (e.g., Product, Engineering, Business teams) and external insurer partners.
• Maintain clear, concise, and timely communication regarding issue status, resolution paths, and preventative measures.
• Act as a crucial liaison, ensuring smooth information flow and coordinated efforts between PhonePe and insurer teams.
• Technical Acumen & Process Excellence:
• Develop a deep understanding of our tech integration points and how various systems work together in the insurance ecosystem.
• Leverage strong program management skills to orchestrate troubleshooting efforts and drive solutions across multiple teams.
• Proactively analyze recurring or repeating issues, providing detailed feedback and insights to relevant teams for long-term fixes and process enhancements.
• Continuous Improvement:
• Contribute to the refinement of L2 watch tower processes and protocols to enhance efficiency and reduce resolution times.
• Champion initiatives that prevent future production issues and improve overall operational resilience.

What We're Looking For

• Experience: 3-5 years of experience in operations, program management, or a similar role, ideally within the insurance, fintech, or e-commerce sector.
• Problem-Solving: Proven ability to troubleshoot complex issues, think critically under pressure, and deliver rapid resolutions.
• Technical Aptitude: A strong understanding of system integrations and data flows, with the ability to quickly grasp technical concepts.
• Communication: Excellent verbal and written communication skills, capable of articulating complex information clearly to technical and non-technical audiences.
• Stakeholder Management: Demonstrated experience in successfully managing and influencing diverse internal and external stakeholders.
• Initiative & Drive: A highly motivated individual contributor with a high sense of ownership, hunger for learning, and a passion for making a tangible impact.
• Availability: Willingness to be available for critical issues as needed, recognizing the important nature of some operational challenges.

Why Join PhonePe Insurance?

Joining PhonePe Insurance means being part of a high-growth environment where your contributions directly shape the future of insurance in India. You will be at the forefront of tackling real-time challenges, working alongside talented professionals, and constantly learning. If you thrive on immediate impact, complex problem-solving, and continuous growth, this is the role for you.

PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

• Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
• Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System
• Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
• Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy
• Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment 
• Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy

Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us. Read more about PhonePe on our blog.

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