Associate Manager, MHD, (Escalations & Lending)

You are applying for the position of Associate Manager, Merchant Helpdesk at PhonePe. As an Associate Manager, you will play a crucial role in managing and continuously improving the operational metrics for the Merchant Helpdesk. Your responsibilities will include leading a team of support professionals, ensuring high-quality merchant interactions, and driving efficiency. You will be expected to build competency within the team, manage projects related to service improvement, and control attrition. Strong internal stakeholder management, relationship building, problem analysis, and the ability to navigate ambiguity are vital for success in this role. **Key Responsibilities:** - Responsible for driving key initiatives, process improvements, and resolution of key challenges in the Merchant support process - Monitor day-to-day operational tasks and metrics - Collaborate closely with service leaders, training and quality managers, business analysts, and other internal functional stakeholders - Create and develop critical operational processes to support the changing regulatory landscape and firm initiatives - Identify opportunities to build new tools and improve existing process flows and controls - Build effective teams by leveraging organization talent frameworks to enhance performance, discipline, learning, and development - Monitor and improve key operational metrics to ensure the highest customer satisfaction - Foster a positive, collaborative, and cohesive team environment **Qualifications Required:** - Minimum 5-7 years of experience in handling support operations - Experience in handling customer/merchant complaints and regulatory inquiries - Proficiency in Microsoft Office tools (Word, Excel, PowerPoint, Outlook) - Ability to multitask effectively while maintaining extreme organization - At least two years of experience in a people management role - Excellent communication skills, both written and verbal, with experience in making presentations to large and small groups PhonePe offers a range of benefits to its full-time employees, including insurance benefits, wellness programs, parental support, mobility benefits, retirement benefits, and other perks. Working at PhonePe provides a rewarding experience with great people, a creative work environment, and opportunities to take on roles beyond a defined job description.,