Associate Manager- Support Effectiveness- CX

As an Associate Manager - Support Effectiveness, You will take ownership of the functional expertise and experience for assigned Lines of Business, proactively developing and implementing training, quality assurance, and performance management strategies in partnership with internal teams and vendors. Your contributions will directly enhance customer satisfaction and operational efficiency. Key Responsibilities: Training & Delivery: Lead the design and delivery of training programs focused on knowledge, skills, and processes for internal and vendor agents. Maintain training curriculum and materials and own version controls. Maintain uniformity in cyclic TTT certification processes and ensure consistent training delivery. Contribute to the development of Vendor Standard Operating Procedures (SOPs) and lead version controls. Quality Assurance: Implement quality monitoring framework, utilizing quality analysis tools end to end and own the execution of the process. Assist in identifying root causes of recurring issues and propose solutions. Participate in quality calibration sessions to ensure consistency in evaluation across the ecosystem. Lead internal regulatory compliance audits to ensure that the function and agents are compliant to the Regulatory processes defined. Lead and own the functional governance for the businesses handled. Performance Management & Coaching: Partner with other teams in analyzing performance data to identify skill gaps and areas for improvement. Support the implementation of targeted coaching and development plans for internal and vendor agents. Contribute to fostering a culture of continuous improvement and recognition. Vendor Management: Assist in building and maintaining strong relationships with vendor partners. Lead the performance review process for vendor agents. Collaborate with vendors on improvement plans and ensure they have access to necessary resources. Stakeholder & Reporting: Act as a liaison between support teams and other departments, facilitating communication and information sharing. Assist in the preparation of reports and presentations on training and quality metrics. Contribute to the integration of customer insights into training and quality initiatives.

PhonePe is India's leading digital payments company with 50 crore (500 Million) registered users and 3.7 crore (37 Million) merchants covering over 99% of the postal codes across India. On the back of its leadership in digital payments, PhonePe has expanded into financial services (Insurance, Mutual Funds, Stock Broking, and Lending) as well as adjacent tech-enabled businesses such as Pincode for hyperlocal shopping and Indus App Store which is India's first localized App Store. The PhonePe Group is a portfolio of businesses aligned with the company's vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.