Automation Platforms, 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!

The customer experience automation team aims to create a smooth and automated support system for all customers ensuring they receive topnotch assistance for all their needs and products. They collaborate closely with business and product teams to discover new possibilities develop predictive models to detect potential issues in a customers journey and establish preventative measures.

Responsibilities

Own the development and management of PhonePes automated support channels for Pincode and Indus Businesses in alignment with business goals and improve key performance indicators (KPIs) such as (but not limited to) productivity customer satisfaction operational & process efficiency automation % etcBuild deep understanding of technical specification across a diverse portfolio of products to create memorable customer experiencesIdentify scope and implement measurements and control variables for our support products automated support helpdesk and other tooling suitesDesign and implement scalable automation frameworks for businesscritical processes and enhance support metrics.Keep up with industry trends and continuously assess new technologies and tools that can be incorporated into the automation strategy.Create and manage SOPs of platform management ensuring compliance and security of platformsLead the team by example plan the projects assign tasks to the team selfexecute tasks to lead from the frontManage a team of highly motivated individual contributors and collaborate with cross functional teams to ensure the best user experience

Basic Requirements

Engineering graduate with 4 years of experience in a technical domain. Proven ability to leverage coding skills(in languages like Java C C Python etc) and technical expertise to develop a wide range of technical solutions.

Prior experience of people management

Prior experience in CX or automation and experience in robotic process automation

Ability to deal with ambiguity and create processes to streamline information and knowledge dissipation

Ability to manage influence through persuasion negotiation and consensus building

Demonstrated desire for continuous learning and improvement

Good to have!

Understanding of RPA tools and applications

MBA and/or previous experience of digital payments landscape is a plus

Analytical Inquisitive and processoriented mindset

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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