Operations Manager Job in Bengaluru at PhonePe

Phonepe is hiring for the role of Operations Manager!

Responsibilities of the Candidate:

• Oversee and manage the daily operations & process for agents working in onboarding/KYC teams
• Drive productivity at the team level while ensuring the quality of delivery is as expected.
• Monitor and evaluate agent performance on an ongoing basis.
• Set & drive performance targets and key performance indicators (KPIs) for agents.
• Conduct regular performance reviews and provide constructive feedback/coaching to agents/Team Leaders/Associate Managers.
• Identify performance gaps and implement improvement plans
• Enforce quality standards and protocols.
• Conduct regular quality assessments and audits to ensure compliance with company standards.
• Provide feedback and coaching to agents based on quality assessment results.
• Collaborate with the training/quality team to address quality-related training needs.
• Utilize data and analytics to monitor and report on performance and quality metrics.
• Identify trends, patterns, and areas for improvement based on data analysis.
• Prepare and present performance and quality reports to senior management.
• Use insights from analyses to drive continuous improvement initiatives.
• Lead, mentor, and motivate the agents & Associate Managers in the team.
• Foster a positive and collaborative team environment.
• Provide guidance and support to team members to achieve their goals.

Requirements:

• 3-5 years of experience managing Team leaders/Associate Managers & Agents.
• Proven experience in operations management, preferably in KYC/onboarding functions.
• Strong leadership and team management skills.
• Proficient in data analysis and reporting tools.
• Ability to work in a fast-paced and dynamic environment.
• Detail-oriented with a focus on quality and continuous improvement.