CX Associate Manager, VKYC

Role - Associate Manager, VKYC Support

Reporting to - Manager, Consumer Payments Operations 

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.

Function Summary: (Inputs from Business leaders)

The primary function of this role is to manage and continuously improve the metrics for the  In- house Customer Service Operations of PhonePe's Payments business. The job also requires taking responsibility for building competency in the team, managing multiple projects and controlling attrition. Internal stakeholder management and building relationships and networks is essential to achieve expected outcomes. Problem analysis, solving and working with ambiguity will form part of the role.

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

 The AM is expected to be the functional owner for VKYC support operations across inhouse. This will mean taking direct responsibility for the support representatives and their operational performance. The AM will drive performance and productivity metrics for their team and also focus on growth and development of the team members.   Additionally, AMs will play a pivotal role in process excellence projects which will positively impact customer experience

Role Expectations:

• Responsible to drive key initiatives, process improvements and resolution of key challenges that are identified in the VKYC  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 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