The customer experience team at PhonePe takes full ownership of a customer’s journey on the app, identifies opportunities for it to be better based on customer VOC, reduces effort to get help and strives to provide quick and meaningful resolution. To better the customer experience by being an ambassador for our customers and fulfilling a core cultural tenet of ‘Customer First’ is how we execute on our vision to be best in class.
CX Operations as a function includes inhouse operations, vendor operations and workforce management teams. The operations team measures itself on three broad KRAs
Operations Excellence ? Predictability of effort, Efficiency and Effectiveness
Listening to the customer and closing loop with categories and other teams
Improving customer resolutions through better prioritization
The Role:
The Vendor operations head owns all vendor relationships in the CX ecosystem. The responsibility is to bring the best capabilities out there to address PhonePe’s business challenges effectively in a cost efficient and effective manner.
Business Goals
Strategy Building
Build and manage a capability roadmap for the PhonePe ecosystem
Evaluate changes in capabilities and SWOT of different vendors/sites in the ecosystem
Scan the business horizon for emerging requirements and map to capabilities
Optimize for vendor competitiveness (e.g. Champion challenger model), capabilities and skill availability in the ecosystem.
Stable Execution
Create a de risked ecosystem by flagging and addressing risks is predictability, efficiency and effectiveness of the operations
Setup efficient and strong governance practices to address any challenges that may come up
Enable strong collaboration in the ecosystem between various actors like vendor, inhouse ops and Training/Quality
Maintain high levels of compliance in the sites, especially with regards to contracts and regulators
Vendor satisfaction
Enable practices to maintain PhonePe branding as a fair customer in the ecosystem
Main clean, strong and upto date contracts ensuring timely payouts and fair handling of any conflicts that may come up from time to time
People
Relationship Building
Influence leadership in vendor organizations to ensure alignment and investment in the relationship
Take steps to align the execution sites and personnel to PhonePe culture through structured and soft levers.
Develop the vendor management team to be effective leaders in the ecosystem
Ideal Candidate -
15+ years of work experience in leadership, management consulting, internal consulting or business transformation roles with a keen understanding of operations
Demonstrated experience transforming businesses through enterprise-wide large-scale transformation initiatives
Experience of working in a selling/buying cycle with good understanding of the components of costing and pricing in a shared services or BPO environment
Skills
Sound understanding of support functions (Training, Quality, WFM) and the role they play in a operations ecosystem
Strong relationship building and influencing skills - Relations in PhonePe and with vendor leadership are key to success in this role. Excellent verbal and written communication skills, with experience interacting with stakeholders at multiple levels
Demonstrated negotiation skills backed by strong analytical and problem-solving skills
Strong strategic thinking to read emerging requirements and changes and then address them through sound planning
