Operations Manager

Role Overview: At PhonePe, you will be responsible for owning the performance of the Business Unit's operation across sites. Your role will involve developing and tracking key performance indicators (KPIs) for support operations, implementing operational strategies to enhance efficiency, and maintaining quality standards. You will also build and operate the operations playbook for the Business Unit, acting as a point of contact to consolidate experience erosion points and drive operational relationships with internal and external support teams forward. Additionally, you will optimize resource allocation and analyze existing processes to identify areas for improvement, implementing measures to enhance the overall support experience. Team management will be a crucial aspect of your responsibilities, including leading and managing a team, fostering a culture of excellence, and collaborating on professional development plans for team members. Key Responsibilities: - Own the performance of the Business Unit's operation across sites - Develop and track key performance indicators (KPIs) for support operations - Implement operational strategies to enhance efficiency and effectiveness - Maintain quality standards for support operations - Build and operate the operations playbook for the Business Unit - Act as a point of contact to consolidate experience erosion points in the ecosystem - Optimize resource allocation to ensure efficient and effective support operations - Analyze existing processes to identify areas for improvement - Lead and manage a team responsible for day-to-day operations - Foster a culture of excellence, teamwork, and continuous improvement within the support operations team Qualifications Required: - Ability to think holistically and in a structured fashion to solve problems - Ability to deep dive on any people, process, and technology failure points and come up with actionable solutions - Strong interpersonal and communication skills with attention to detail - Self-driven, proactive, with high levels of ownership - Ability to work collaboratively with others Additional Details: Working at PhonePe offers a rewarding experience with benefits such as insurance, wellness programs, parental support, mobility benefits, retirement benefits, and other benefits. PhonePe provides a work environment that thrives on creativity and offers the opportunity to take on roles beyond a defined job description. Joining PhonePe means being part of a team that values great people and fosters a culture of excellence and continuous improvement.,