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PhonePe
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130 PhonePe Jobs
Manager, Operations- Merchant Experience
PhonePe
posted 2mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
About PhonePe Group:
Culture
Manager Operations - Merchant Experience
Job Description :
Own performance of the BU s operation across sites
- Own Operational performance for outsourced partner for the business unit (Merchant Experience)
- Develop and track key performance indicators (KPIs) for support operations.
- Develop and implement operational strategies to enhance the overall efficiency and effectiveness
- Establish and maintain quality standards for support operations.
- Monitor and minimise the ageing of the support queue
Build and operate the operations playbook for the BU
- Act as a point of contact in the operations of the BU to consolidate and program manage the experience erosion points in the ecosystem
- Maintain operational relationships across Internal and external support teams (Business, Strategy, Vendor, TnQ, WFM etc) and work with them to take the operation forward
- Optimize resource allocation, including people, technology, and tools, to ensure efficient and effective support operations.
- Analyze existing processes and workflows to identify areas for improvement.
- Should be able to identify and Program manage process/efficiency improvement projects
- Implement measures to reduce response/resolution times, and enhance overall experience.
Team Management
- Lead and manage a team responsible for the day-to-day operations.
- Foster a culture of excellence, teamwork, and continuous improvement within the support operations team.
- Encourage and actively participate in professional development plans for team members.
- Work collaboratively to identify peoples career goals, skill gaps, and areas for growth
Desired skills and experience:
Skills
- Ability to think holistically and in a structured fashion to solve problems
- Ability to deepdive on any people, process and technology failure points and come up with actionable and drive them to closure by working with respective partners
- Ability to understand data trends and make inferences, create plans of action and prioritization strategies for improvement
- Strong interpersonal and communication (written & verbal) skills with an eye for detail
- Ability to understand and implement strong process and governance frameworks keeping in mind both short term and long-term objectives of the organization
- Self-driven, proactive, with high levels of ownership
- Ability to work collaboratively with others
Experience
- Graduate with good Operations understanding with at least 7 - 10 years of service operations experience & with at least 3 years in a people management role
- Proven experience in customer/Merchant service operations management, with a focus on team leadership.
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 .
Life at PhonePe
PhonePe in the news
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Operations Manager roles with real interview advice
What people at PhonePe are saying
Rating based on 4 Operations Manager
reviews
Anonymous · Customer Success, Service & Operations
in Bangalore / Bengaluru
Likes
everything, culture, people, flexible work hours
- Salary - Excellent
+6 more
Dislikes
no hybrid model, strict work from office
Operations Manager salary at PhonePe
reported by
20
employees
with 3-12
years exp.
₹8
L/yr - ₹27.9
L/yr
45%
more
than the average Operations Manager Salary in India
View more details
What PhonePe employees are saying about work life
based on 2.2k employees
Flexible timing
Monday to Saturday
Within city
Day Shift
PhonePe Benefits
Health Insurance 
Job Training 
Team Outings 
Soft Skill Training 
Work From Home 
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PhonePe Mumbai Office Location
Mumbai Office
Unit No.001, Ground Floor, Boston House,
Suren Road, Off. Andheri-Kurla Road,
Andheri(East)
Mumbai
400093
400093
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