Manager - Control Tower (Business Operations - Insurance)
at PhonePe
Bangalore
About PhonePe Group:
PhonePe is India’s 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 tech-enabled businesses such as Pincode for hyperlocal shopping and Indus App Store which is India's first localized App Store. The PhonePe Group is a portfolio of businesses aligned with the company's 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!
Job Title: Manager Business Unit: General Insurance Department: Business Operations Role: Control Tower - Monitoring, Process Excellence and Insurer Partnerships Location: Bengaluru - PhonePe Office - Salarpuria Softzone, Bellandur, Bengaluru
Job Summary:
We are seeking a highly detail-oriented and analytical Manager to lead a team that monitors our business parameters and reports any anomalies or errors detected in the ecosystem. The role requires owning the end-to-end process of identifying errors in the minimum possible time, highlighting to the respective stakeholders, analyzing the errors, identifying their root causes, and providing insights on issue fixes in real-time as well as avoiding recurrence of the issues via structural fixes. The position requires managing internal and external stakeholders effectively and communicating findings and recommended solutions accurately.
The Role:
Lead a team of folks (inhouse and contractual) who Monitor business application dashboards and anomaly detection systems for issues and errors
Identify root causes of errors and investigate their impact on business operations and sales
Analyze and provide data/,metric insights on issue fixes to reduce business loss to internal (Business, Tech, Product,etc.) as well as external stakeholders (Insurers)
Creation of monthly / weekly reports to drive business decisions
Collaborate with cross-functional teams to drive issue resolution and provide updates on issues and fixes to the leadership
Coordination with external partners and vendors to ensure a smooth flow of business
Responsible for defining, developing and communicating key metrics and business trends to partner and management team
Creation and maintenance of documentation related to processes, issues, and solutions
Grasping the underlying processes and data flows and should be able to analyze and work on the errors
Liaison with partner insurance for day to day business operations and act as a bridge between partner SPOCs and internal business, product & tech team
Actively work to set up scalable processes and wherever possible strive to suggest automation and optimisation
Required skill sets:
Strong attention to detail, problem solving and analytical skills
Exceptional written and verbal communication skills to interact with ISPs
Ability to manage internal and external stakeholders effectively
Ability to lead a team by example
Basic to advanced knowledge of Microsoft Excel,Docs,Google sheetsAvailable on weekends/holidays for any urgent business requirement
Basic SQL knowledge will be a plus
Reporting,Automation,Dashboarding,Monitoring experience will be a plus
Roster/Workflow management experience is a plus (This candidate is expected to lead a team a set of folks who work in rotational shifts In Monitoring team)
Qualifying criteria/must haves:
Bachelors 3-5 years of experience/ Masters 1-3 years of experience
Handled a team before (mandatory)
Tier 1/2/3 college
Digital/Internet/Online industry experience of minimum 1 year
B2B/B2C external stakeholder exposure
Related roles - Program Manager/ Process Excellence/ Process Manager/ Operations Manager/ Insurance Partnerships/ Business Operations Manager/ Control Tower Mgmt
Insurance/Fintech/BFSI/Start-up experience is preferred
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
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.
