State Head

The State Head role in the Mass Offline Team at PhonePe involves focusing on driving acceptance of PhonePe's products and services at offline merchants nationwide. The primary responsibilities include building and maintaining strong relationships with merchants, distributors, and sales executives, as well as understanding local merchant and customer needs to drive transactions. The incumbent is accountable for analyzing data to enhance business profitability and leading the team to achieve targets across various product lines. Responsibilities: Business Growth: - Manage mainstream business health and develop new business lines in the territory. - Enhance product selling capabilities by acquiring in-depth knowledge of multiple product lines and customizing sales pitches accordingly. - Develop cross-selling and upselling capabilities to increase product adoption among merchants. - Implement effective sales distribution strategies to meet business objectives. - Grow distribution and market share in the designated area by analyzing market trends and identifying new opportunities. - Utilize strong analytical skills to identify improvement areas and opportunities through a data-oriented approach. - Evaluate internal and competition best practices to formulate suitable strategies for the territory. - Plan market size, span, and geographies for distributors and manpower in the team. - Gather market insights through surveys and feedback from the team. Stakeholder Management: - Ensure distributors adhere to company guidelines and operating procedures. - Address merchant escalations and collaborate with internal stakeholders to resolve issues. - Partner with cross-functional teams to ensure market collaterals, headcount, and onboarding experience meet standards. - Onboard new distributors and ensure smooth integration into the distribution network. - Negotiate contracts with distribution partners to establish mutually beneficial relationships. People Management: - Recruit Customer Service Managers (CSMs) and Team Leaders (TLs) to maintain full team capacity. - Prioritize tasks and targets, distributing them among team members. - Design processes to enhance operational efficiency and business performance. - Simplify job assignments and plan for efficient processing. - Onboard new team members and familiarize them with PhonePe's operational processes. - Participate in performance appraisals, providing insights and feedback for team growth and development. - Identify reasons for attrition and implement corrective measures. - Implement team-level recognition and engagement practices. Quality Management: - Monitor quality parameters such as KYC and usage to identify gaps and take corrective actions. - Validate audits conducted by CSMs and evaluate processes and inputs. - Ensure compliance with performance parameters to maintain standards. Revenue & Cost Responsibility: - Take ownership of overall revenue for new product lines. - Manage distribution budgets and set performance targets aligned with business objectives. - Participate in monetization initiatives and execute pricing strategies to maximize revenue. - Utilize available resources efficiently to control costs effectively.,