Process Design Manager

Role: Associate Manager, Process Design

Title: Assistant Manager, CX Process Design

Location: Bengaluru

Reporting to: Manager, CX Strategy

About Phonepe : 

PhonePe is India’s leading digital payments platform with over 280 million registered users. Using PhonePe, users can send and receive money, recharge mobile, DTH, 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 non-banking UPI app and offered money transfer 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 24-karat gold securely on its platform. PhonePe has since launched Mutual Funds and Insurance products like tax-saving funds, liquid funds, international travel insurance, Corona Care, a dedicated insurance product for the COVID-19 pandemic among others.

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 everyday with real-time insights and customer feedback.

Function Summary: (Inputs from Business leaders)

Cx strategy acts as the strategic arm of Customer experience function and aspires to leverage design thinking, technology and customer insights to improve end to end customer experience. Through collaborative efforts of Product Operations, Design, Automation, Content & Business intelligence functions, Cx Strat builds out customer experience journeys for scale and serves as a source of actionable insights for product & category managers. As PhonePe expands into new business verticals, Cx Strategy continues to innovate, build support frameworks and enhance effectiveness of CS operations in a bid to create exceptional customer experiences.

Job Objective: (How does the role impact the overall business? Provide a brief within 3-4 sentences)

The ‘Associate Manager, Process Design’ is a strategic and critical role impacting customer experience. PhonePe caters to various segments of customers through the diverse product offerings. The Associate Manager leads and guides a team of  process designers who lay the foundation for the exceptional experience each of those customers have while interacting with the support org. The role focuses on impact by helping the team identify the apt problem statements, ensure effective analysis and execution. The Associate manager is also key to collaborating with stakeholders for the overall progress of the CX Org

Role Expectations:(KPIs/KRAs of the role)

Streamline – Assist specialists to streamline their work responsibilities with focus on prioritization and time management. Help specialists adhere to timelines by improving efficiency and structure of BAU operations 

Process flows – Take 100% ownership of process flows designed by the team. This should include

• An organized and structured approach towards Process flow/ BOT flow creation, Review and Completion.

 Org wide metric trends – Grip on org wide metric movements with the intend to

• Stay ahead in identifying trends and RCAs
• Identify customer experience opportunities

 Partnership – Build a strong partnership with various stakeholders with the intend to

•  Understand the contribution of specialists, feedback, address escalations etc.
•  Improve the visibility/availability/approachability of the PD team 

Communication – Device a strong communication plan to cascade the progress and contributions made by PD. This will include effective utilization of existing forums like WBR, MBR and also, explore the need for additional channels/forums 

BCP – Device mechanisms to address BCP. This should cater to challenges caused due to increased dependency on specific individuals, lack of documentation, unavailability of a single repository for PD

 People development – Identify through conversations and evaluation mechanisms

• The skill development needs for each team member. Explore the feasibility of providing the necessary opportunities within the team/company. Eg, project opportunities, mentorship programs, learning programs, courses, workshops etc
• Identify low performers early on to provide adequate documented feedback, coaching, mentorship etc Prepare a robust performance management structure within the team

PD Metrics – Co-own the quarterly/half-yearly and annual goals and roadmaps for PD. Play an active role in setting the goal, choosing the direction and preparing the roadmap for the same. This should also include assistance in execution, tracking and communication

CX-wide innovations – Equip self to understand the industry benchmarks, innovations, best practices, technologies etc to play the role of an influencer in the road ahead for CX

Employee engagement and NPS – Play an active role in nurturing the positive atmosphere within the team where every employee feels empowered, is evaluated fairly and has the opportunity to thrive

Experience, Skills, Qualifications:

Experience

• 2+ years of managing a team, preferably one which has process excellence/customer experience as the core deliverable
• Hand-on experience of leading projects end-to-end
• Must have actively handled performance management and  conducted appraisal cycles discussions

Skills

• People management – Strong people skills to guide, mentor and scale Specialists with emphasis on specialists’ excellence in core job and professional development

• Process management – Ability to see the ecosystem as ‘one’ and ensure effectiveness in prioritization and delivery from the specialists

• Project management – Ability to identify high impact problem statements, initiate execution, and drive to closure

• Stakeholder management – Build strong relationship with stakeholders for self and the team

• Communication – Effective communication to represent the team, the deliverables, case studies etc. Adept at filtering out the ‘noise’

• Advanced analytical skills - Ability to do independent analysis and arrive at conclusions

• Accountability – Competent to take the ownership of team’s functioning, specialist performance, team’s development, process excellence

• Goal driven – Natural inclination to pick high impact, audacious goals. Guide and Inspire the team to execute

Qualifications