Support Effectiveness Manager - CX

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!

JOB DESCRIPTION 

Job Summary 

The Support Effectiveness Manager is a critical leadership role within the PhonePe Customer Experience organization. The individual will be responsible for driving expertise and operational excellence within one or more lines of business (LOBs) by owning and optimizing the Training and Quality functions. 

This includes both internal PhonePe teams and CX vendors. This role is not just about maintaining standards; it's about elevating them to achieve world-class customer support. You will be a key architect in building a team of experts (both internal and at our partners) who consistently exceed customer expectations.

Key Responsibilities:

Expertise Development & Strategy:

• Develop and implement a comprehensive Training and Quality strategy aligned with PhonePe's business objectives and the provided definition of "Expertise" (Knowledge Areas, Customer Insights, Skills, and Process Adherence). This strategy must encompass both internal teams and external vendor partners.
• Continuously analyze performance data (e.g.,  NPS, resolution time, Interaction quality scores) from both internal and vendor teams to identify areas for improvement and develop targeted training interventions.
• Stay abreast of industry best practices in training methodologies, quality assurance, and customer experience management. Bring innovative approaches to PhonePe and its vendor network.
• Partner with LOB leaders and Vendor Management teams to understand their specific needs and tailor training/quality programs accordingly.

Training Program Design & Delivery:

• Design, develop, and deliver engaging and effective training programs that cover all aspects of Expertise, including:
• Knowledge Areas: Policies & Regulations, Customer & Industry Insights, Product Mastery, Market Trends, Competitive Awareness.
• Customer Insights: Customer Information & Needs, Customer Profile, Expert-Level Customer Understanding, Ticket & Case Context, Customer Profiling, Narrative & Script Adherence, Discovery Accuracy.
• Skills: Functional Skills (communication, problem-solving, etc.), Tooling Efficiency (CRM, ticketing systems, AI tools).
• Process Adherence: Process Mastery (workflows, SOPs, escalation paths).
• Utilize a variety of training methods (e.g., instructor-led, e-learning, simulations, on-the-job coaching) to cater to different learning styles.
• Develop and maintain a comprehensive training curriculum and knowledge base. Ensure this curriculum is appropriately adapted and implemented by vendor partners.
• Certify internal trainers and collaborate with vendor training teams to ensure consistent delivery of high-quality training across all locations and partners. This may include "train-the-trainer" programs for vendor staff.
• Develop Standard Operating Procedures and guidelines for Vendors to follow for all the LOBs.
• Quality Assurance & Monitoring:
• Develop and implement a robust quality assurance framework to monitor and evaluate customer interactions across all channels (e.g., voice, chat, email), including interactions handled by vendor partners.
• Establish clear quality standards and metrics aligned with the Expertise definition. Ensure these standards are consistently applied to both internal and vendor teams.
• Conduct regular quality audits, including audits of vendor performance, and provide constructive feedback to agents, team leaders, and vendor management.
• Identify root causes of quality issues (both internally and within vendor operations) and implement corrective actions.
• Use data analysis to identify trends and patterns in agent performance and customer feedback across all teams (internal and vendor).
• Develop and maintain a quality calibration process to ensure consistency in evaluation across the team and with vendor quality teams.
• Performance Management & Coaching:
• Partner with internal team leaders and vendor management to provide ongoing coaching and development to agents, focusing on areas identified through training and quality monitoring.
• Develop performance improvement plans for underperforming agents (both internal and at vendors).
• Recognize and reward high-performing agents (both internal and at vendors, working through appropriate channels).
• Foster a culture of continuous improvement and learning across both PhonePe and its vendor partners.
• Vendor Management & Collaboration:
• Establish strong working relationships with key contacts within vendor organizations (e.g., Training Managers, Quality Managers, Operations Managers).
• Conduct regular performance reviews with vendors, focusing on training and quality metrics.
• Collaborate with vendors to develop and implement improvement plans to address any performance gaps.
• Ensure vendors have access to the necessary resources and support to deliver high-quality training and support.
• Act as a point of escalation for any training or quality-related issues with vendors.
• Participate in vendor selection and onboarding processes, ensuring training and quality requirements are clearly defined and met.
• Stakeholder Management:
• Collaborate effectively with cross-functional teams (e.g., Product, Engineering, Marketing, Vendor Management) to ensure alignment and address customer experience issues.
• Provide regular reporting and insights to senior management on training and quality performance, including performance of vendor partners.
• Act as a subject matter expert on customer experience best practices.

Team Management:

• Team Building:
• Organize team-building activities and events to foster camaraderie and collaboration.
• Encourage cross-functional collaboration and knowledge sharing between teams.
• Communication, Feedback & L&D:
• Establish clear communication channels and protocols within the team.
• Provide regular feedback to team members on their performance and development.
• Encourage open and honest communication within the team.
• Employee Engagement:
• Conduct regular employee engagement surveys to assess team morale and identify areas for improvement.
• Implement initiatives to improve employee engagement and retention.
• Diversity & Inclusion:
• Foster a diverse and inclusive team environment where all members feel valued and respected.
• Promote diversity and inclusion in all aspects of team management.

• Education: Bachelor's degree required; Master's degree in Business Administration, Operations Management, Education, or a related field is strongly preferred.
• Experience:
• Minimum of 8-10 years of experience in customer experience, with at least 5 years in a leadership role focused on training and quality. Experience in the fintech or payments industry is a significant advantage.
• Proven experience working with and managing customer service vendors, including experience with vendor training and quality assurance programs.
• Proven track record of designing and implementing successful T&Q programs that have demonstrably improved customer satisfaction and agent performance.
• Experience with various quality assurance methodologies (e.g., Six Sigma, COPC,) and tools.
• Experience working in a fast-paced, high-growth environment.
• Skills & Competencies:
• Expert-Level Understanding of Customer Experience: Deep understanding of customer journey mapping, customer service principles, and best practices.
• Exceptional Training & Facilitation Skills: Ability to design and deliver engaging and effective training programs.
• Strong Analytical Skills: Ability to analyze data, identify trends, and make data-driven decisions.
• Excellent Communication & Interpersonal Skills: Ability to communicate effectively with all levels of the organization, including senior management and external vendor partners.
• Strong Leadership & Coaching Skills: Ability to motivate and develop a team of training and quality professionals and influence vendor teams.
• Project Management Skills: Ability to manage multiple projects simultaneously and meet deadlines.
• Proficiency in relevant software: CRM systems (e.g., Salesforce), ticketing platforms (e.g., Freshdesk etc.), learning management systems (LMS), and quality monitoring tools.
• Adaptability and Resilience: Ability to thrive in a dynamic and changing environment.
• Strategic Thinking: Ability to think long term and develop strategies to improve operational efficiency.

Digitization & AI driven process optimization: Ability to drive impact through optimization of processes using AI and digitization.

• Vendor Management Skills: Ability to build strong relationships with vendors, negotiate effectively, and hold vendors accountable for performance.

Work Environment: 

• Physical Demands: Ability to work in a fast-paced environment and manage multiple projects simultaneously.

• • Should be open to work related travels 
  • Should be open to work from the office on all the working days.

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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