AM Vendor Operations

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 Indias first localized App Store. The PhonePe Group is a portfolio of businesses aligned with the companys 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!

Vendor manager will build and manage relationship with internal and external teams to assist customers with their queries on PhonePe Financial products. The vendor manager will be also responsible for hiring, coaching and managing the vendor operations performance. The role will require an openness to learn continuously, strong data orientation the candidate should have deep understanding of financial product and services. The roles and responsibility of vendor manager has been bifurcated as below:

• Manage Relationship
• Manage the vendor relations (based out of vendor site) and bring in the Industry best practices into PhonePe ecosystem. This will need the vendor manager to:
• Manage and develop operational relationships with vendor by conducting regular operational review meetings.
• Also conduct day to day operations meeting by liaising with vendor operational teams.
• Ability to manage and influence the key stakeholders at the vendor sites. Communicate effectively and concisely with all stakeholders
• Provide feedback to management regarding necessary changes and updates, including but not limited to policies, procedures and service issues.

• Manage Operations
• Consistently work towards meeting and exceeding the Operational KPI s. This will need the vendor manager to :
• Be responsible and accountable for the operational performance of the vendor teams. Efficiently managing the peak volume spikes and ad-hoc requests.
• Responsible for the development of the team members by providing apt product and process trainings.
• Ability to translate the business strategies into day to day delivery.
• Delivering process / service improvements by proactively identifying areas of opportunities in the process through Quality frameworks.
• Works with vendor partners to ensure business continuity plans are effectively put in place.

Qualifications

o Minimum 6+ years of experience - with 3+ years of experience of managing large sized operations team or outsourced Tier 1 contact centers.

o Graduates only

Preferred competencies

o Strong Financial Service Orientation - Deep understanding of banking ecosystem, financial products services.

o Expert knowledge of MS Office (Outlook, Word, PowerPoint and Excel)

o Excellent communication, interpersonal, organizational and follow-up skills

o Well-developed sense of urgency and follow up mechanism (setting up right guardrails governance structure)