Manager, Support Effectiveness - Customer Experience

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 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 & Strategy:

• Develop and execute a comprehensive T&Q roadmap aligned with PhonePe's expertise framework and business objectives, incorporating industry best practices and innovation
• Stay updated on industry best practices and innovate.
• Partner with stakeholders to tailor programs.
• AI driven solutions enable teams,  data driven approach and individuals to drive expertise driven experience

Training & Delivery:

• Design and deliver comprehensive training programs (knowledge, skills, processes).
• Utilize diverse training methods and maintain curriculum.
• Certify trainers and ensure consistent vendor training.
• Develop Vendor SOP's.

Quality Assurance:

• Establish and maintain a robust quality monitoring framework, utilizing AI-powered quality analysis tools.
• Identify root causes of issues and implement solutions.
• Maintain quality calibration processes.
• Standardize and uphold quality procedures across partners and Quality vendor.

Performance Management & Coaching:

• Utilize performance data to identify skill gaps, implement targeted coaching and performance improvement plans, and foster a culture of excellence through recognition programs 
• Provide coaching and development plans to internal and vendor agents.
• Foster a culture of continuous improvement.

Vendor Management:

• Build and manage strong partnerships with vendors, ensuring adherence to PhonePe's standards through clear expectations, regular performance reviews, and seamless resource and training support
• Build strong vendor relationships and conduct performance reviews.
• Collaborate on improvement plans and ensure resource access.

Stakeholder & Reporting: Act as a key liaison and subject matter expert, ensuring cross-functional alignment and integration of customer insights into training and quality initiatives through regular communication and reporting 

Team Leadership: Build, mentor, and lead a high-performing T&Q team, fostering a collaborative, diverse, and inclusive environment that drives continuous improvement and achieves target team performance metrics

Qualification: 

Any Graduate

5+ yrs of relevant Experience

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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