AM / Manager Prod Ops - JD
PhonePe is India's leading digital payments platform with 400 million registered users and 32 million registered Merchants. Using PhonePe, users can send and receive money, recharge mobile, DTH, and data cards, pay at stores, make utility payments, buy gold, and make investments. PhonePe went live for customers in August 2016 and was the first non-banking UPI app and offered money transfers to individuals and merchants, recharges, and bill payments to begin with. In 2017, PhonePe forayed into financial services with the launch of digital gold, providing users with a safe and convenient option to buy 24-karat gold securely on its platform. PhonePe has since launched Mutual Funds and Insurance products like tax-saving funds, liquid funds, international travel insurance, and Corona Care, a dedicated insurance product for the COVID-19 pandemic among others
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 technology is a big part of being at PhonePe.
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. In the context of this role, the customer is merchants accepting payments via PhonePe.
The Role:
Own end to end experience for customer journey interactions by looking at current state, identifying opportunities for improvement and coordinating with stakeholders to improve experience in a scalable manner
Partner with Product team on ironing out the product journey for Credit based payments products on the PhonePe app, to ensure easy to navigate and smooth digital journey for the user
Identify potential pain points for the users while accessing credit based payment products and build an intuitive support journey in all touchpoints, while optimizing for costs
Partner with Business team on identifying opportunities to upsell and cross-sell different products by analysing drop offs and providing insights from customer tickets
Basis opportunities identified, look at ways to prevent the issue from happening (Issue prevention) and subsequent need for customers to reach out to us for resolution (ticket prevention)
Coordinate with multiple stakeholders across Product, Tech and Business teams to understand the platforms, systems and architecture for information & process flow. Identify failure nodes and dig deeper to arrive at the source and failure reasons.
Evaluate and prioritize opportunities for improvement by quantitative and qualitative insights generated by ticket journeys, survey outcalling, data analysis, etc. Leverage technology, communication and processes to bring down issues and subsequent tickets created.
Be curious, deploy first principles thinking and question norms/as-is processes to ideate/create and lead new projects focused on customer experience with measurable goals and business impact.
Display structured problem-solving skills and use a systematic, disciplined and fact-based process to get RCAs and solve them.
Ideal Candidate
MBA/Post-Graduate from Tier 1/2 campuses with 3+ years of experience
Banking/NBFC/Credit card related background is a strong plus
Strong stakeholder management and influencing skills
Excellent analytical skills, ability to do independent analysis and arrive at conclusions and influence teams on plans, basis the observations.
Should be able to synthesize quantitative & qualitative data to derive subject matter expertise and provide relevant insights to stakeholders - business teams, product and engineering leadership.
High degree of customer centricity and a keen eye for identifying opportunity areas
Excellent interpersonal and communication skills, with experience interacting with stakeholders/leadership.
Experience of working with product based startups would be a plus
