Associate Manager- Support Effectiveness- CX

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!

Role: Associate Manager: Support Effectiveness CX

Location: Bangalore Reporting to:Support Effectiveness Manager CX

About Customer Experience Function:

At PhonePe the customer experience team takes full ownership of customers problems and strives to provide quick and meaningful resolution. They are the ones bettering our product every day with realtime insights and customer feedback.

Function Summary:

The primary goal of PhonePe CX T&Q is to build worldclass learning capabilities for maximum impact on business and consistently deliver an exceptional experience to our customers. We coach the employees to do their jobs effectively and help them be engaged productive and efficient.

Job Description: Associate Manager Support Effectiveness

About PhonePe:

PhonePe is Indias leading digital payments platform revolutionizing how millions transact. We are committed to providing seamless and exceptional customer support. Join our dynamic team and contribute to our mission of empowering users across the nation.

Functions vision:

To build a support ecosystem delivering an expertisedriven experience in every interaction fostering trust and unwavering loyalty.

Role Overview:

As an Associate Manager Support Effectiveness You will take ownership of the functional expertise and experience for assigned Lines of Business proactively developing and implementing training quality assurance and performance management strategies in partnership with internal teams and vendors. Your contributions will directly enhance customer satisfaction and operational efficiency.

Key Responsibilities:

1. Training & Delivery:

• Lead the design and delivery of training programs focused on knowledge skills and processes for internal and vendor agents.
• Maintain training curriculum and materials and own version controls.
• Maintain uniformity in cyclic TTT certification processes and ensure consistent training delivery.
• Contribute to the development of Vendor Standard Operating Procedures (SOPs) and lead version controls.

1. Quality Assurance:

• Implement quality monitoring framework utilizing quality analysis tools end to end and own the of the process.
• Assist in identifying root causes of recurring issues and propose solutions.
• Participate in quality calibration sessions to ensure consistency in evaluation across the ecosystem.
• Lead internal regulatory compliance audits to ensure that the function and agents are compliant to the Regulatory processes defined.
• Lead and own the functional governance for the businesses handled.

1. Performance Management & Coaching:

• Partner with other teams in analyzing performance data to identify skill gaps and areas for improvement.
• Support the implementation of targeted coaching and development plans for internal and vendor agents.
• Contribute to fostering a culture of continuous improvement and recognition.

1. Vendor Management:

• Assist in building and maintaining strong relationships with vendor partners.
• Lead the performance review process for vendor agents.
• Collaborate with vendors on improvement plans and ensure they have access to necessary resources.

1. Stakeholder & Reporting:

• Act as a liaison between support teams and other departments facilitating communication and information sharing.
• Assist in the preparation of reports and presentations on training and quality metrics.
• Contribute to the integration of customer insights into training and quality initiatives.

Work Environment:

• Physical Demands: Ability to work in a fastpaced 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.

Required Skills and Qualifications:

• Bachelors degree in a relevant field.
• Minimum of 5 years of experience in customer support training or quality assurance.
• Good understanding of customer support processes and best practices.
• Experience with sales processes is a plus
• Excellent communication and interpersonal skills.
• Ability to analyze data and identify trends.
  

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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