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.
CX Operations as a function includes inhouse operations, vendor operations and workforce management teams. The operations team measures itself on three broad KRAs
Operations Excellence ? Predictability of effort, Efficiency and Effectiveness
Listening to the customer and closing loop with categories and other teams
Improving customer resolutions through better prioritization
The Role:
The operations head role owns all inhouse operations for the BFSI and payments categories in the CX ecosystem. The role also takes functional ownership of these categories which means that he/she will enable their team to work across inhouse and vendor operations to make sure that the operation is delivering against the goals that are set for each Line of business. As an additional charter this role will also oversee our Social Media and Grievance operations
Business Goals
Strategy Building
Build and manage the "operations playbook' for each line of business
Align with strategy and business teams to understand goals and the customer experience vision
Break down these into elements of operational design
Work with other stakeholders like vendor operations, T&Q, Automation etc to create an efficient delivery model
Ensuring that the operation is compliant to all applicable regulations
Planning to delivery cycle
Own creation and upkeep of the planning and effort estimation cycle to changes in business projections
Listening for the organisation
Customer challenges
Run the "experience erosion" charter by identifying vital customer pain points from across the organization
Prioritising these issues and collaborating with other teams to solve them
Operational Challenges
Setup efficient and strong governance practices to address any challenges that may come up in his/her LOBs
Intervene with prompt and strong corrective measures if and when the work execution falters
Enable strong collaboration in the ecosystem between various actors like vendor, inhouse ops and Training/Quality
People
People Leadership
Coach and provide sound leadership to the team
Create a functional work environment for the team to collaborate and thrive in the larger ecosystem
Setting of goals and keeping the team motivated in pursuit of their goals
Ideal Candidate Experience -
10+ years of work experience in leadership, management consulting, internal consulting or business transformation roles with a keen understanding of operations
Demonstrated experience transforming helpdesk and sales operations
Experience of working in a selling/buying cycle with good understanding of the components of costing and pricing in a shared services or BPO environment
Skills
Sound understanding of support functions (Training, Quality, WFM) and the role they play in a operations ecosystem
Strong relationship building and influencing skills - Relations with other PhonePe and Cx Teams are key to success in this role.
Demonstrated problem solving and skills backed by strong analytical and problem-solving skills
Strong strategic thinking to read emerging requirements and changes and then address them
