Job Description

Own performance of the BU’s 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 effective 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

📌 Senior Executive, HR COE (Bengaluru)
🏢 Phonepe
📍 Bengaluru