Description and key responsibilities: The Training & Quality - Senior Manager will be accountable to help transform PhonePe's Customer Operations through education, empowerment and coaching of support representatives so they achieve maximum efficiency, as well as manage our content and knowledge published in our online help center to help our customers be successful The main goals are to: - Build and deliver innovative and impactful training and coaching, QA and QM programs and initiatives. - To manage the content curation and publishing of our LinkedIn help center in order to enable our customers to self-help. - Partner closely with division directors and their managers to put together training capacity planning and forecasting as well as roadmaps and curriculums and own their execution.. - Manage the day-to-day operations, be responsible to measure the impact of the training, coaching, quality management and knowledge management programs on key metrics, create dashboard and reports to manage the business. - He/she will also partner closely with the content management team to identify knowledge needed internally within Customer Operations that should be published to internal audiences. - Actively participate and work with his/her peers in the Support Effectiveness team to help define and build the end-to-end Support Effectiveness team vision, mission, strategy and goals. - He/she will Act as an evangelist and thought leader for the function and cooperate with similar functions within PhonePe for leverage and maximum impact. Drive efficiencies through the use of existing or new technology and streamlined processes. Manage, motivate and inspire a team of trainers, coaches and knowledge management specialists. Skillsets: Teamwork: - Interpersonal Skills: develops, maintain good working relationships with others - Communication skills: write, speaks and presents information effectively and persuasively across communication settings - Negotiation and conflict management: negotiates or mediates sound agreements in business or organizational situations where there is disagreement or difference in interests - Building team spirit: develops and maintains productive, effective, high morale teams Long-term approach: - Strategic thinking: understands the business and anticipates and develops business priorities for future action - Managing Change: recognizes the need for change and works to move people, processes and systems in the new direction Results: - Managing Systems and Processes: Effectively uses systems and processes to measure, monitor or impact performance - Planning, Organizing and Coordinating: efficiently develops and implements plans to accomplish goals Critical Competencies: - Strong ability to execute and get stuff done - Highly organized, Able to work with minimal supervision, ability to manage multiple projects and priorities, Strong decision-making ability based on PhonePe values and culture - Excellent interdepartmental skills to manage interaction with all levels of internal stakeholder and outside contacts - Design, development and delivery of Coaching and Quality Assurance programs - Design, development and delivery of Quality Management programs - Design and deployment of content to help centers and manage knowledge of online services & help centers - Working with product development and customer service organizations to create impactful programs Experience: - 10+ year experience in an instructional design and training management role, and/or a coaching management role, and/or quality management, and/or help center knowledge management related to a technology oriented company, - Regular domestic traveling required - Demonstrated skills, competencies and experience in assessment, problem solving and practices/policies administration - Master's degree preferred. Instructional Design and training certifications and/or Quality Management are a plus

Bangalore

PhonePe - Senior Manager - Training & Quality - Customer Experience/Customer Operations 

PhonePe - Senior Manager - Training & Quality - Customer Experience/Customer Operations  ,Job Description for PhonePe - Senior Manager - Training & Quality - Customer Experience/Customer Operations  in PhonePe in  Bangalore for (10-12) years of experience. Apply Now!

Job Description for PhonePe - Senior Manager - Training & Quality - Customer Experience/Customer Operations  in PhonePe in  Bangalore for (10-12) years of experience. Apply Now!