AM - Product Operations

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!

AM Prod Ops Lending JD

PhonePe is Indias leading digital payments platform with 400 million registered users and 32 million registered Merchants. Using PhonePe users can send and receive money recharge mobile DTH and data cards pay at stores make utility payments buy gold and make investments. PhonePe went live for customers in August 2016 and was the first nonbanking UPI app and offered money transfers to individuals and merchants recharges and bill payments to begin with. In 2017 PhonePe forayed into financial services with the launch of digital gold providing users with a safe and convenient option to buy 24karat gold securely on its platform. PhonePe has since launched Mutual Funds and Insurance products like taxsaving funds liquid funds international travel insurance and Corona Care a dedicated insurance product for the COVID19 pandemic among others

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 technology is a big part of being at PhonePe.

The customer experience team at PhonePe takes full ownership of a customers journey on the app identifies opportunities for it to be better based on customer VOC reduces effort to get help and strives to provide quick and meaningful resolution. To better the customer experience by being an ambassador for our customers and fulfilling a core cultural tenet of Customer First is how we execute on our vision to be best in class. In the context of this role the customer is merchants accepting payments via PhonePe.

The Role:

• Own end to end experience for customer journey interactions by looking at current state identifying opportunities for improvement and coordinating with stakeholders to improve experience in a scalable manner
• Also own the Sales charter from a Product Operations standpoint including understanding of correct strategy prioritization and instrumentation of the strategy.
• Will need high rigour and stakeholder management to work closely and drive actionables with various stakeholders across Business Operations Product Business Finance Automation Design Analytics/BI and Content.
• Partner with Product team on ironing out the product journey for Merchant Lending on the PhonePe for Business app to ensure easy to navigate and smooth digital journey for the user
• Identify potential pain points for the users while accessing merchant loan products and build an intuitive support journey in all touchpoints while optimizing for costs
• Partner with Business team on identifying opportunities to upsell and crosssell different products by analysing drop offs and providing insights from customer tickets
• Basis opportunities identified look at ways to prevent the issue from happening (Issue prevention) and subsequent need for customers to reach out to us for resolution (ticket prevention)
• Coordinate with multiple stakeholders across Product Tech and Business teams to understand the platforms systems and architecture for information & process flow. Identify failure nodes and dig deeper to arrive at the source and failure reasons.
• Evaluate and prioritize opportunities for improvement by quantitative and qualitative insights generated by ticket journeys survey outcalling data analysis etc. Leverage technology communication and processes to bring down issues and subsequent tickets created.
• Be curious deploy first principles thinking and question norms/asis processes to ideate/create and lead new projects focused on customer experience with measurable goals and business impact.
• Display structured problemsolving skills and use a systematic disciplined and factbased process to get RCAs and solve them.

Ideal Candidate

• MBA/PostGraduate from Tier 1/2 campuses with 3 years of experience
• Strong stakeholder management and influencing skills
• Excellent data analytical skills ability to do independent analysis using excel spreadsheets and dashboards to arrive at conclusions and influence teams on plans basis the observations.
• Should be able to synthesize quantitative & qualitative data to derive subject matter expertise and provide relevant insights to stakeholders business teams product and engineering leadership.
• High degree of customer centricity and a keen eye for identifying opportunity areas
• Excellent interpersonal and communication skills with experience interacting with stakeholders/leadership.
• Experience of working with product based startups would be a plus
• Fintech/Lending related background is a plus

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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