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Phonepe
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Operations Manager- Stock Broking

Operations Manager- Stock Broking

Phonepe

7 - 10 years

5 - 9 Lacs

Bengaluru

Posted:2 weeks ago| Platform:

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Skills Required

operations management service operations team management service operations management customer service operations operational support medical insurance leave management life insurance broking resource allocation recruitment vendor wellness payroll

Work Mode

Work from Office

Job Type

Full Time

Job Description

:
Own performance of the BUs operation across sites

Own Operational performance for Inhouse & outsourced partner for the business unit

Develop and track key performance indicators (KPIs) for support operations.

Develop and implement operational strategies to enhance the overall efficiency and effectiveness

Establish and maintain quality standards for support operations.

Monitor and minimise the ageing of the support queue

Build and operate the operations playbook for the BU

Act as a point of contact in the operations of the BU to consolidate and program manage the experience erosion points in the ecosystem

Maintain operational relationships across Internal and external support teams (Business, Strategy, Vendor, TnQ, WFM etc) and work with them to take the operation forward

Optimize resource allocation, including people, technology, and tools, to ensure efficient and effective support operations.

Analyze existing processes and workflows to identify areas for improvement.

Should be able to identify and Program manage process/efficiency improvement projects

Implement measures to reduce response/resolution times, and enhance overall experience.

Team Management

Lead and manage a team responsible for the day-to-day operations.

Foster a culture of excellence, teamwork, and continuous improvement within the support operations team.

Encourage and actively participate in professional development plans for team members.

Work collaboratively to identify people's career goals, skill gaps, and areas for growth

Desired skills and experience :
Skills

Ability to think holistically and in a structured fashion to solve problems

Ability to deepdive on any people, process and technology failure points and come up with actionable and drive them to closure by working with respective partners

Ability to understand data trends and make inferences, create plans of action and prioritization strategies for improvement

Strong interpersonal and communication (written & verbal) skills with an eye for detail

Ability to understand and implement strong process and governance frameworks keeping in mind both short term and long-term objectives of the organization

Self-driven, proactive, with high levels of ownership

Ability to work collaboratively with others

Experience

Graduate with good Operations understanding with at least 7 - 10 years of service operations experience & with at least 3 years in a people management role

Proven experience in customer service operations management, with a focus on team leadership.

Exposure to managing Broking/Mutual fund operations

Trading is mandate

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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Operations Manager- Stock Broking