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 career 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