Process Design Manager
About PhonePe Group:
PhonePe is India’s leading digital payments company with 50 crore (500 Million) registered users and 3.7 crore (37 Million) merchants covering over 99% of the postal codes across India. On the back of its leadership in digital payments, PhonePe has expanded into financial services (Insurance, Mutual Funds, Stock Broking, and Lending) as well as adjacent tech-enabled businesses such as Pincode for hyperlocal shopping and Indus App Store which is India's first localized App Store. The PhonePe Group is a portfolio of businesses aligned with the company's vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.
Culture
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!
Job Title: Product Operations Manager
Team: Insurance Business Operations
Location - Bengaluru
About the Role: Drive business operational excellence as a Product Operations Manager . You'll solve complex problems using data analysis, design scalable processes for Control Tower, Issuance, and Servicing, and optimize customer funnels. Champion automation, lead insurer cadences, and resolve customer pain points through process innovation.
Key Responsibilities:
- Problem Solving & Data Analysis: Leverage your analytical skills to dissect complex datasets, customer/platform journey funnels, identify recurring partner and tech issues, and develop sustainable, data-driven solutions to eliminate systemic problems and customer dissonance
- Process Design & Implementation: Architect and deploy scalable, reliable processes, SOPs, grids, and frameworks across core operational functions with respect to business categories like Control Tower, Issuance, and Servicing. Ensure seamless alignment with internal teams and external stakeholders including insurers, vendors and customers
- Customer Funnel Optimization: Dive deep into platform customer journey funnel data to identify leakage points and conversion opportunities. Implement strategic and process improvements to optimize performance with technology at core.
- Champion Automation: Spearhead initiatives to streamline data exchange, usage, and storage—enhancing efficiency internally and with insurer partners.
- Stakeholder Engagement: Lead impactful cadences with insurers, using scorecards to drive performance and addressing structural challenges with scalable process designs.
- Customer Experience Advocacy: Be the architect of a superior customer experience by solving pain points through robust process innovation and automation.
Who You Are:
- A strategic thinker with a strong analytical foundation.
- Experienced in data analysis and translating insights into actionable strategies.
- Skilled at designing scalable processes and frameworks for operational excellence.
- Adept at leading cross-functional collaborations and driving performance improvements with external partners.
- Passionate about optimizing customer journeys and enhancing overall experience through innovation.
Must haves:
- Tier 1/2 MBA
- Prior Post-MBA work experience of 3-4 years
- Digital Value chain/Ecommerce or likewise set up
Join us in shaping the future of Insurance Business Operations at PhonePe and driving transformative solutions for business operational success.
PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)
- 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, 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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