Vendor Operations - Head

The customer experience team at PhonePe takes full ownership of a customer’s journey on the app, identifies opportunities for it to be better based on customer VOC, reduces effort to get help and strives to provide quick and meaningful resolution. To better the customer experience by being an ambassador for our customers and fulfilling a core cultural tenet of ‘Customer First’ is how we execute on our vision to be best in class.

CX Operations as a function includes inhouse operations, vendor operations and workforce management teams. The operations team measures itself on three broad KRAs

• Operations Excellence → Predictability of effort, Efficiency and Effectiveness

• Listening to the customer and closing loop with categories and other teams

• Improving customer resolutions through better prioritization

The Role:

The Vendor operations head owns all vendor relationships in the CX ecosystem. The responsibility is to bring the best capabilities out there to address PhonePe’s business challenges effectively in a cost efficient and effective manner.

Business Goals

• Strategy Building

• Build and manage a capability roadmap for the PhonePe ecosystem

• Evaluate changes in capabilities and SWOT of different vendors/sites in the ecosystem

• Scan the business horizon for emerging requirements and map to capabilities

• Optimize for vendor competitiveness (e.g. Champion challenger model), capabilities and skill availability in the ecosystem.

• Stable Execution

• Create a de risked ecosystem by  flagging and addressing risks is predictability, efficiency and effectiveness of the operations

• Setup efficient and strong governance practices to address any challenges that may come up

• Enable strong collaboration in the ecosystem between various actors like vendor, inhouse ops and Training/Quality

• Maintain high levels of compliance in the sites, especially with regards to contracts and regulators

• Vendor satisfaction

• Enable practices to maintain PhonePe branding as a fair customer in the ecosystem

• Main clean, strong and upto date contracts ensuring timely payouts and fair handling of any conflicts that may come up from time to time

People

• Relationship Building

• Influence leadership in vendor organizations to ensure alignment and investment in the relationship

• Take steps to align the execution sites and personnel to PhonePe culture through structured and soft levers.

• Develop the vendor management team to be effective leaders in the ecosystem

Ideal Candidate -

• 15+ years of work experience in leadership, management consulting, internal consulting or business transformation roles with a keen understanding of operations

• Demonstrated experience transforming businesses through enterprise-wide large-scale transformation initiatives

• Experience of working in a selling/buying cycle with good understanding of the components of costing and pricing in a shared services or BPO environment

Skills

• Sound understanding of support functions (Training, Quality, WFM) and the role they play in a operations ecosystem

• Strong relationship building and influencing skills - Relations in PhonePe and with vendor leadership are key to success in this role. Excellent verbal and written communication skills, with experience interacting with stakeholders at multiple levels 

• Demonstrated negotiation skills backed by strong analytical and problem-solving skills

• Strong strategic thinking to read emerging requirements and changes and then address them through sound planning