Associate Manager, CX-Strategy-Recon

Role:  AM BBPS

Title: AM BBPS

Location: Bangalore, India 

Reporting to: Manager

Function Summary:

With an ultimate aim of providing best in class experience for the merchant ecosystem, Operations at PhonePe provides support at each stage of the biller lifecycle including Onboarding, Servicing and Experience. With the intent of building a community of Banks/billers/service providers centered around trust, we are driven towards building and scaling a team which is data driven, tech enabled and control focused to operate in a highly automated environment.

Job Objective: 

We are looking for someone who can handle stakeholders,  be the interface  for PhonePe Customer Support team, internal technical team and external business / services. Responsible for providing timely and accurate resolution to both technical & non technical issues raised by customers/ stakeholders on the PhonePe platform. The AM is expected to address chronic system issues, provide process improvements, develop internal documentation and contribute to a team environment. Works towards streamlining the process with Product / technical and business stakeholders. Understanding towards automation for reducing manual bandwidth.

Should possess experience of handling a team of 4-5 members ensuring regular conduct of feedback, mentoring the career growth of the team. Preparing roster ensuring proper staffing and ready to handle the workflow when required. Should have strong leadership qualities.

Role Expectations: 

• Diagnosing, troubleshooting and fixing issues related to processes.
• Understanding of or exposure to payments domain is a good to have
• Developing, owning and monitoring solutions for production and non-production environments and applications.
• Flexible to take up extra Initiative or additional work as per the organizational requirement 
• Provide constructive feedback to the team members.
• Maintain on-going record of problem analysis and resolution activity in an on-call tracking system Desired Skills & Education.
• Drive execution excellence with a customer-first approach to resolve pain points promptly.
• Design and develop robust reporting mechanisms for leadership reviews, providing insights.
• Ability to define and execute on all the above plus operating plans independently
• Stakeholder management: create a good working relationship with tech, business, external and internal customers.

Experience, Skills, Qualifications:

• Exposure to MySQL and writing SQL queries. Should be able to write and understand basic queries. 
• Proven success in a fast paced production support environment. 
• Good in problem solving and analytical skills. 
• Demonstrated ability to communicate effectively in writing, ideally with a successful track 
• Record of responding to/resolving customer issues through written communication Excellent written and oral communications skills 
• Prior experience in e-commerce or payments / web services domain as a Technical support executive
• Ability to effectively work with cross functional teams.
•  Possess ability to understand business problems and provide solutions/information related to the business requirements.