Company Description

PhonePe Limited (Formerly PhonePe Private Limited) is a technology company that builds digital platforms for Payments, Digital Distribution Services and Financial Services. Headquartered in India, the PhonePe digital payments app was launched in 2016. As of April 2026, PhonePe has over 70 Crore life-till-date registered users and a digital payments acceptance network spread across over 5 Crore merchants.

PhonePe’s products and services include Consumer Payments (including Digital Distribution Services), Merchant Payments, Lending and Insurance Distribution services, and New Platforms, which comprise Share.Market (stock broking and mutual funds distribution platform), and Indus Appstore (Android-based mobile app marketplace). Culture:

At PhonePe, we go the extra mile to make sure you can bring your best self to work, Everyday!. And that starts with creating the right environment for you. We empower people and trust them to do the right thing.

Here, you own your work from start to finish, right from day one. PhonePe-rs solve complex problems and execute quickly; often building frameworks from scratch. If you’re excited by the idea of building platforms that touch millions, ideating with some of the best minds in the country and executing on your dreams with purpose and speed, join us!

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 productive 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

Qualifications

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.

Additional Information 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

Our inclusive culture promotes individual expression, creativity, innovation, and achievement and in turn helps us better understand and serve our customers. We see ourselves as a place for intellectual curiosity, ideas and debates, where diverse perspectives lead to deeper understanding and better quality results. PhonePe is an equal opportunity employer and is committed to treating all its employees and job applicants equally; regardless of gender, sexual preference, religion, race, color or disability.

If you have a disability or special need that requires assistance or reasonable accommodation, during the application and hiring process, including support for the interview or onboarding process, please fill out this form.

Read more about PhonePe on our blog.

Life at PhonePe

PhonePe in the news

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