PhonePe - Senior Manager - Customer Service Operations

PhonePe is looking for a strategic, customer focused leader to define and lead our L2 Operations Team. The position will report into the director- CS operations and will have multiple L2 operations teams reporting into him. As the L2 Senior Manager, you will focus on defining and improving accuracy to resolve the issue efficiently, timely and accurately.

You will build and manage relationship with internal and external teams to address customer queries. The role will require extensive interaction with internal and external stakeholders (Banks, Merchants, etc- ) to jointly problem solve issues on behalf of the customer and addressing any issues/disputes. You would be expected to develop, mentor and coach the team that will be tasked with being the primary advocates of customer experience within PhonePe.

Duties and Responsibilities

- As a customer champion, take ownership of customers issues to improve resolution timeliness and quality

- Structure processes to improve visibility and ongoing process improvement

- Providing a productive and motivating working environment

- Hire, Train and Develop a team for the future

- Develop service procedures/processes and standards

- Build, Track and report metrics to deliver progress

Requirements:

Must have :

- People leadership (should have managed people managers)

- Background of working in a high paced & collaborative environment

- Product-Tech support leadership experience

- Strong reasoning/ communication skills

- Good analytical and problem solving/ solutioning skills

- Ability to think strategically and to lead

- Strong transformational focus

- Experience of having independently run a scaled operation

- Technology Savvy

- Strong relationship building and Relationship management skills

- 8-12 years of Customer service experience and at least 7-10 years of management experience

- Alignment with PhonePe values

Good to have :

- Exposure to banking and payments space

- Vendor or account management experience