PhonePe - Manager - Merchant Onboarding

Role Summary:

In this role, the person would be responsible for people development and managing Merchant Onboarding operations. He/she will work closely with the internal PoCs and drive all operational hygiene and performance improvements.

Responsibilities -

- Responsible for the overall merchant onboarding operational performance

- Manage onboarding experience including resolving onboarding / KYC related issues or KYC issues and exceptions to provide an exceptional merchant onboarding experience

- Ownership of Day-to-day operations to ensure all deliverables are met

- Identify Improvement Opportunities in Onboarding function, work with Product & Business teams for implementation.

- Work closely with various internal groups to understand business requirements, implement new processes, and contribute to ongoing process improvements.

- Leverage the tech and product solutions to achieve a scale through automation.

- Ability to understand data trends and make inferences and recommend actions for improvement

- Will be accountable for various performance metrics of the team like MSAT, Quality, AHT, Service levels, Average Response Time etc.

- Should be able to drive process/efficiency improvement projects.