Process Design, Associate Manager

About Phonepe :

PhonePe is India’s leading digital payments platform with over 280 million registered users. Using PhonePe, users can send and receive money, recharge mobile, DTH, data cards, pay at stores, make utility payments, buy gold, and make investments. PhonePe went live for customers in August 2016 and was the first non-banking UPI app and offered money transfer to individuals and merchants, recharges and bill payments to begin with. In 2017, PhonePe forayed into financial services with the launch of digital gold, providing users with a safe and convenient option to buy 24-karat gold securely on its platform. PhonePe has since launched Mutual Funds and Insurance products like tax-saving funds, liquid funds, international travel insurance, Corona Care, a dedicated insurance product for the COVID-19 pandemic among others.

About Customer Experience Function :

At PhonePe, the customer experience team takes full ownership of customers’ problems and strives to provide quick and meaningful resolution. They are the ones bettering our product everyday with real-time insights and customer feedback.

Function Summary: (Inputs from Business leaders)

Cx strategy acts as the strategic arm of Customer experience function and aspires to leverage design thinking, technology and customer insights to improve end to end customer experience. Through collaborative efforts of Product Operations, Design, Automation, Content & Business intelligence functions, Cx Strat builds out customer experience journeys for scale and serves as a source of actionable insights for product & category managers. As PhonePe expands into new business verticals, Cx Strategy continues to innovate, build support frameworks and enhance effectiveness of CS operations in a bid to create exceptional customer experiences.

Job Objective: (How does the role impact the overall business? Provide a brief within 3-4 sentences)

The ‘Associate Manager, Process Design’ is a strategic and critical role impacting customer experience. PhonePe caters to various segments of customers through the diverse product offerings. The Associate Manager leads and guides a team of Process Designers who lay the foundation for the exceptional experience each of those customers have while interacting with the support org. The role focuses on impact by helping the team identify the apt problem statements, ensure effective analysis and execution. The Associate manager is also key to collaborating with stakeholders for the overall progress of the CX Org

Role Expectations:(KPIs/KRAs of the role)

Streamline – Assist specialists to streamline their work responsibilities with focus on prioritization and time management. Help specialists adhere to timelines by improving efficiency and structure of BAU operations

Process flows – Take 100% ownership of process flows designed by the team. This should include

• An organized and structured approach towards Process flow for support journey/ BOT flow creation/ SOPs for handling customer queries, Review and Completion.
• Look for opportunities to streamline existing processes by working with CX ops and other CX strategy teams on creating tools for quick ticket resolution, better agent and bot performance an an overall end to end smooth support experience for the customer

Org wide metric trends – Grip on org wide metric movements with the intend to

• Identify customer experience improvement opportunities

Partnership – Build a strong partnership with various stakeholders with the intend to

• Understand the contribution of specialists, feedback, address escalations etc.
• Improve the visibility/availability/approachability of the PD team

Communication – Device a strong communication plan to cascade the progress and contributions made by PD. This will include effective utilization of existing forums like WBR, MBR and also, explore the need for additional channels/forums

BCP – Device mechanisms to address BCP. This should cater to challenges caused due to increased dependency on specific individuals, lack of documentation, unavailability of a single repository for PD

People development – Identify through conversations and evaluation mechanisms

• The skill development needs for each team member. Explore the feasibility of providing the necessary opportunities within the team/company. Eg, project opportunities, mentorship programs, learning programs, courses, workshops etc
• Identify low performers early on to provide adequate documented feedback, coaching, mentorship etc Prepare a robust performance management structure within the team

Process Designer Metrics – Co-own the quarterly/half-yearly and annual goals and roadmaps for PD. Play an active role in setting the goal, choosing the direction and preparing the roadmap for the same. This should also include assistance in execution, tracking and communication