Process Design Associate Manager

About PhonePe Group:

PhonePe is Indias 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 techenabled businesses such as Pincode for hyperlocal shopping and Indus App Store which is Indias first localized App Store. The PhonePe Group is a portfolio of businesses aligned with the companys 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 Title: Associate Manager CX Process Design (Consumer business)

About PhonePe:

PhonePe is Indias leading digital payments platform empowering over 400 million users and 32 million merchants with seamless and secure financial transactions. Since our launch in 2016 weve revolutionized digital payments pioneering UPIbased transactions and expanding into diverse financial services like digital gold mutual funds and insurance. Were committed to delivering exceptional customer experiences and driving innovation in the fintech space.

Our Culture:

At PhonePe we foster a culture of ownership empowerment and innovation. We believe in trusting our people to do their best work and providing them with the environment to thrive. We are passionate about technology and its potential to transform the lives of our customers.

The Customer Experience (CX) Team:

The CX team is dedicated to optimizing the customer journey on the PhonePe platform. We act as advocates for our customers focusing on simplifying processes reducing friction and delivering efficient solutions. We are driven by a Customer First philosophy and strive to exceed customer expectations at every touchpoint.

Role Overview:

As an Associate Manager Process Design within the CX team you will play a pivotal role in shaping the endtoend customer experience. You will be responsible for identifying opportunities for improvement designing scalable solutions and driving automation initiatives. This role requires a blend of analytical thinking process optimization expertise and strong stakeholder management skills. You will lead a team of process design professionals and contribute to the strategic direction of the CX function.

Key Responsibilities:

• Customer Journey Optimization:
• Analyze the current customer journey to identify pain points and areas for improvement.
• Design and implement scalable solutions to enhance the customer experience across all touchpoints.
• Leverage design thinking methodologies to develop innovative process improvements.
• Automation and Efficiency:
• Identify opportunities for process automation and implement solutions using various communication and automation platforms.
• Streamline workflows and optimize operational efficiency.
• DataDriven Decision Making:
• Structure and implement strategic reviews metrics analysis and VOC analysis to drive process improvements.
• Synthesize quantitative and qualitative data to provide actionable insights to stakeholders.
• Drive L1 metrics and ensure the team achieves set targets.
• Stakeholder Management:
• Collaborate with Product Operations Category and internal CX teams to align on process and CX requirements.
• Effectively communicate with stakeholders at all levels including leadership.
• Team Leadership:
• Manage and mentor a team of 3 process design professionals.
• Foster a culture of continuous improvement and innovation within the team.
• Drive process mapping designing documentation and monitoring systems.
• Problem Solving and Innovation:
• Employ first principles thinking and challenge existing norms to drive innovation.
• Conduct root cause analysis (RCA) and implement effective solutions.

Ideal Candidate Profile:

• Bachelors/Masters degree from a Tier 1/2 institution.
• 5 years of experience in process design preferably in a customer experience or operations environment.
• Proven experience in leading and managing teams.
• Strong analytical and problemsolving skills.
• Excellent understanding of customer journey mapping and process optimization.
• Exceptional communication and interpersonal skills.
• Experience working in a productbased startup is highly desirable.
• Demonstrated ability to influence stakeholders at all levels.

Why Join PhonePe

• Be part of a rapidly growing and innovative fintech company.
• Work on challenging and impactful projects that shape the future of digital payments.
• Collaborate with a talented and passionate team.
• Enjoy a culture of ownership empowerment and continuous learning.
• Competitive compensation and benefits.

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 Daycare 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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