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!
The Role:
Merchant experience team at PhonePe is seeking a proactive and detail-oriented Senior Analyst, Vendor Partner Servicing, to drive performance & collaboration with our vendor partners. The role will involve coordinating with external service providers, driving operational efficiencies and ensuring end-to-end closure of related merchant concerns. The ideal candidate will have experience in vendor management, excellent communication skills, and a strong understanding of the fintech or financial services industry.
Key Responsibilities:
- Issue Resolution: Act as the point of contact for vendor-related issues, managing escalations and ensuring timely resolution.
- Resolution journeys: Evaluate current inefficiencies in the resolution journeys and build experience journeys that hold vendor partners accountable for target outcomes.
- Contract and SLA Management: Review the terms & clauses under existing contracts with vendor partners and monitor vendor performance against service level agreements (SLAs). To periodically address any performance issues and share insights/deviations with business teams to influence contracting terms.
- Performance Monitoring: Dashboard and track vendor performance metrics, report on key performance indicators (KPIs), and implement corrective actions if service delivery falls below expectations.
- Partner Audits: Conduct regular audits and assessments of partner operations to ensure accurate and timely resolution
- Collaboration: Work closely with internal teams such as Business teams and operations to ensure seamless experience for the merchant
- Documentation and Reporting: Maintain accurate records of vendor contracts, communications, and performance. Provide regular reports to senior management.
Ideal Candidate
- Program management experience
- Stakeholder management/coordination ( product, business, operations or customer experience strategy, Partners)
- Strategic mindset and bias for action with strong ability for strategic planning, defining goals and driving outcomes.
- Ability to lead and influence a team while fostering relationships across multiple org-wide teams
- Excellent analytical skills, ability to do independent analysis and arrive at conclusions and guide teams on plans basis observations
- Understanding of Customer journey mapping and identifying opportunity areas
- Excellent interpersonal and communication skills, with experience interacting with stakeholders/leadership.
- Experience of working with product based startups is a plus
- Experience working on devices is a plus
- Frequent traveling to field teams, vendor partner sites would be required.
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
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.
