[New Job Opening] CX – Vendor Operations Manager job Vacancy in Bengaluru, Karnataka


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Job Details:
Position Name :
CX – Vendor Operations Manager
Bengaluru, Karnataka
Job ID :
Description :
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.
PhonePe launched its Switch platform in 2018, and today its customers can place orders on over 300 apps including Ola, Myntra, IRCTC, Goibibo, RedBus, Oyo etc. directly from within the PhonePe mobile app. PhonePe is accepted at over 18 million merchant outlets across 500 cities nationally.
At PhonePe, we take extra care to make sure you give your best at work, Everyday! And creating the right environment for you is just one of the things we do. We empower people and trust them to do the right thing. Here, you own your work from start to finish, right from day one. Being enthusiastic about tech is a big part of being at PhonePe. If you like building technology that impacts millions, ideating with some of the best minds in the country and executing on your dreams with purpose and speed, join us!
PhonePe – Vendor Manager – Customer Operations – (Experience: 8-10 years)
PhonePe is looking for a strong vendor manager as part of their customer service excellence team. The Vendor Manager will be responsible for hiring, coaching and building the team to resolve customer issues efficiently and to the best of their satisfaction. Vendor Manager is also expected to lead by example as a thought leader in identifying and solving customer issues efficiently and effectively. You will build and manage relationship with internal and external teams to address customer queries. The role will require an openness to learn continuously, strong data orientation, curiosity and an analytical mindset. All in all the the vendor manager will be liaison between the vendors and the PhonePe organization. The candidate is expected to provide specialized consultative point of view to the vendor setup and is expected to influence the vendor teams through facts, policies and industry best practices.
Manage Relationship
Manage the vendor relations (multiple sites) to deliver excellence in Customer Service Experience.
Proactively maintain regular engagement with Key vendor contacts in line with vendor expectations.
Manage and develop operational relationships with vendor by conducting regular operational review meetings. Also conduct day to day operations meeting by liaising with vendor operational teams.
Setup a well-defined governance model to effectively communicate across all levels.
Ability to manage and influence the key stakeholders at the vendor sites.
Communicate effectively and concisely with all stakeholders
Provide feedback to management regarding necessary changes and updates, including but not limited to policies, procedures and customer care issues.
Manage Operations
Consistently work towards meeting and exceeding the Operational KPI’s.
Responsible and accountable for the operational performance of the required metrics by the vendor teams. Example – (CSAT, Quality “Right First Time” & Productivity “AHT”)
Successfully delivering on metrics by efficiently managing the peak volume spikes and ad-hoc requests.
Bring in best practices from different CS practices to improvise processes and policies in support of organizational goals.
Establish the right organization structure and ensure the best external talents are hired at each of the position by the Vendor team. Succession Planning to be designed for key roles at vendor site.
Responsible for the development of the team members by providing apt product and process trainings.
Ability to translate the business strategies into day to day delivery.
Delivering process / service improvements by proactively identifying areas of opportunities in the process through Quality frameworks.
Works with vendor partners to ensure business continuity plans are effectively put in place.
8+ years of experience in customer operations, banking operations, management, compliance, fraud or legal support
2 years of experience in vendor management
Preferred Qualifications
Expert knowledge of MS Office (Outlook, Word, PowerPoint and Excel)
Excellent communication, interpersonal, organizational and follow-up skills.
Job Responsibilities
PhonePe Full Time Employee Benefits
Insurance Benefits – Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance
Wellness Program – Employee Assistance Program, Onsite Medical Center, Emergency Support System
Parental Support – Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program
Mobility Benefits – Relocation benefits, Transfer Support Policy, Travel Policy
Retirement Benefits – Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment
Other Benefits – Higher Education Assistance, Car Lease, Mobile & Broadband Reimbursements, Salary Advance Policy
Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us. Read more about PhonePe on our blog.
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