Associate Manager, CX (VKYC process)

Role - Associate Manager, VKYC Support

Reporting to - Manager, Consumer Payments Operations

Function Summary: (Inputs from Business leaders)

The primary function of this role is to manage and continuously improve the metrics for the In- house Customer Service Operations of PhonePe's Payments business. The job also requires taking responsibility for building competency in the team, managing multiple projects and controlling attrition. Internal stakeholder management and building relationships and networks is essential to achieve expected outcomes. Problem analysis, solving and working with ambiguity will form part of the role.

The AM is expected to be the functional owner for VKYC support operations across inhouse. This will mean taking direct responsibility for the support representatives and their operational performance. The AM will drive performance and productivity metrics for their team and also focus on growth and development of the team members. Additionally, AMs will play a pivotal role in process excellence projects which will positively impact customer experience

Role Expectations:

• Responsible to drive key initiatives, process improvements and resolution of key challenges that are identified in the VKYC support process
• Monitor day to day operational tasks & metrics
• Close partnership with service leaders, training and quality managers & Business Analysts and other internal functional stakeholders
• Create and develop critical operational processes to support the changing regulatory landscape and firm initiatives
• Identify opportunities to build new tools and improve existing process flows and controls
• Effective team building by leveraging organization talent frameworks to drive performance, discipline, learning and development
• Monitor and improve key operational metrics ensuring customer satisfaction is at its highest
• Ensure a positive, collaborative and cohesive team environment

Eligibility:

• Minimum 5-7 years handling support operations
• Experience handling customer complaints and regulatory inquiries
• Expert Microsoft Office skills (word, excel, power point, outlook)
• Ability to switch tasks as needed while staying extremely organized
• At least two years of experience in a people management role
• Excellent communication skills, both written and verbal, experience making presentations to large and small groups