ER Manager, Merchant Business

About PhonePe Limited:

Headquartered in India its flagship product the PhonePe digital payments app was launched in Aug 2016. As of April 2025 PhonePe has over 60 Crore (600 Million) registered users and a digital payments acceptance network spread across over 4 Crore (40 million) merchants. PhonePe also processes over 33 Crore (330 Million) transactions daily with an Annualized Total Payment Value (TPV) of over INR 150 lakh crore.

PhonePes portfolio of businesses includes the distribution of financial products (InsuranceLending and Wealth) as well as new consumer tech businesses (Pincode - hyperlocal e-commerce and Indus AppStore Localized App Store for the Android ecosystem) in Indiawhich are aligned with the companys vision to offer every Indian an equal opportunity toaccelerate their progress by unlocking the flow of money and access to services.

Culture:

At PhonePe we go the extra mile to make sure you can bring your best self to work Everyday!. And that starts with creating the right environment for you. We empower people and trust them to do the right thing. Here you own your work from start to finish right from day one. PhonePe-rs solve complex problems and execute quickly; often building frameworks from scratch. If youre excited by the idea of building platforms that touch millions ideating with some of the best minds in the country and executing on your dreams with purpose and speed join us!

Job Objective: The role holder will have to develop & execute the ER strategy for Merchant Business. We are looking for a commercially minded Employee Relations Manager for our Merchant Business that comprises a large cohort of field sales employees (30000). The role holder will have to ensure our drive for a performance-driven culture is balanced with fair employment practices compliance and a healthy workplace climate. This role holder works closely with Sales leadership People Managers HRBPs Legal Compliance and People Experience teams to ensure ER practices enable speed and scale without compromising on governance or employee experience. The role is based in our HQ at Bengaluru and will lead the Employee Relations from a commercial (sales) perspective within the merchant business. This role provides an excellent opportunity to learn and experience both traditional retail/FMCG & startup ways of working.

Key Responsibilities:

Policy Design & Process Improvement

• Draft review and continuously improve ER policies disciplinary guidelines SOPs and playbooks.
• Standardize ER processes across the country while allowing local flexibility where legally required.
• Leverage technology and automation for ER case management documentation and analytics.

Stakeholder Management & Advisory

• Act as a trusted advisor to Sales leaders Regional Heads & HRBPs on ER risk and people decisions.
• Influence leaders to adopt preventive ER practices and early-intervention approaches.

Employee Relations & Grievance Management

• Own end-to-end management of employee grievances across on-roll and off-roll sales workforce (including freelancer model where applicable).
• Ensure timely fair and consistent resolution aligned with internal policies Standing Orders and statutory requirements.
• Build and manage a centralized grievance tracking and MIS system with root-cause analysis and trend reporting.
• Act as the escalation point for sensitive high-risk or high-visibility ER cases.

ER Analytics & Preventive Focus

• Build dashboards on grievance trends misconduct themes attrition-linked ER issues litigation risk and turnaround times.
• Use insights to drive preventive interventions manager capability building and policy changes.
• Contribute to building a proactive ER culture not just reactive case handling.

Disciplinary Action & Investigations

• Train HRBPs to conduct domestic inquiries misconduct investigations and disciplinary proceedings including show-cause notices charge sheets suspensions and terminations.
• Partner with Legal to ensure process sanctity documentation rigor and defensibility in case of litigation.
• Train managers and HRBPs on principles of natural justice and correct handling of disciplinary matters.

Labour Law & Compliance

• If necessary manage interactions with labour authorities inspectors and external counsels
• Support audits inspections and legal responses related to employee complaints or disputes.

Training & Education

• Develop and deliver training for Sales Managers on best practices for employee relations documentation and creating inclusive environments.
• Promote a culture of respect and integrity in a high-pressure competitive environment.

Qualifications & Experience

• MBA / MSW / LLB
• 7 years of progressive experience in Employee Relations; exposure to factory and commercial / central / sales teams preferred
• Prior experience in FMCG Manufacturing BFSI telecom or logistics businesses strongly preferred
• Hands-on experience dealing with labour authorities and litigation support. Expertise in Employee Relations & Indian Labour Laws
• Data-driven mindset with comfort in ER MIS and dashboards
• Exposure to a start-up environment is an added advantage

What Success Looks Like in This Role

• Reduced ER escalations and litigation risk
• Faster more consistent grievance resolution across regions
• A visible shift from reactive ER to predictive and preventive ER
• High confidence among Sales / HRBP in ER decision-making
• Strong compliance posture with zero critical audit findings

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

Our inclusive culture promotes individual expression creativity innovation and achievement and in turn helps us better understand and serve our customers. We see ourselves as a place for intellectual curiosity ideas and debates where diverse perspectives lead to deeper understanding and better quality results. PhonePe is an equal opportunity employer and is committed to treating all its employees and job applicants equally; regardless of gender sexual preference religion race color or disability. If you have a disability or special need that requires assistance or reasonable accommodation during the application and hiring process including support for the interview or onboarding process please fill out this form.

Read more about PhonePe on our blog.

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