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 Description
Operations & Performance Management:
Oversee and manage the daily operations & process for agents working in onboarding/KYC teams
Drive productivity at team level while ensuring quality of delivery is as expected.
Monitor and evaluate agent performance on an ongoing basis.
Set & drive performance targets and key performance indicators (KPIs) for agents.
Conduct regular performance reviews and provide constructive feedback/coachings to agents/Team Leaders/Associate Managers.
Identify performance gaps and implement improvement plans.
Performance Management:
Enforce quality standards and protocols.
Conduct regular quality assessments and audits to ensure compliance with company standards.
Provide feedback and coaching to agents based on quality assessment results.
Collaborate with the training/quality team to address quality-related training needs.
Quality Assurance:
Utilize data and analytics to monitor and report on performance and quality metrics.
Identify trends, patterns, and areas for improvement based on data analysis.
Prepare and present performance and quality reports to senior management.
Use insights from analyses to drive continuous improvement initiatives.
Team Leadership:
Lead, mentor, and motivate the agents & Associate Managers in the team.
Foster a positive and collaborative team environment.
Provide guidance and support to team members to achieve their goals.
Qualifications
3-5 years of experience managing Team leaders/Associate Managers & Agents
Proven experience in operations management, preferably in KYC/onboarding functions.
Strong leadership and team management skills.
Proficient in data analysis and reporting tools.
Ability to work in a fast-paced and dynamic environment.
Detail-oriented with a focus on quality and continuous improvement.
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.
