Associate Manager, Merchant Onboarding (pg) Job in Phonepe

Job purpose The Merchant Support specialist acts as the primary interface between Phonepe and our business partners. The Merchant Support specialist will be responsible for providing timely and accurate operational support to Merchants on the Phonepe platform. The successful candidate has an immediate, distinct effect on the experience of Phonepe Merchants. A Merchant Support specialist is expected to address chronic system issues, provide process improvements, develop internal documentation, and contribute to a team environment, all while adhering to service level agreements for phone Portal and email L2 cases. Duties and responsibilities Primarily handling merchant escalated cases daily. Working with the internal stakeholder to extract the resolution. Identify opportunities for process improvement, considering the merchant and partner experiences Proactively help to resolve Merchant concerns in a timely, professional and positive manner, escalating issues to next level or other internal stakeholders, as needed If required need to connect with the merchants via Phone or non-voice channel, to understand and work on the case efficiently and effectively Flexible to take up extra initiative or additional work as per the organizational requirement Performance Management Manage task queue and task allocation, track productivity and provide feedback on the performance of the onboarding specialists Monitor the quality of deliverables and clarify/ resolve issues faced by the onboarding specialists Define, generate and cascade reports to stakeholders highlighting the completed tasks, TAT breach and provide insights Process Adherence and Improvement Cascade the changes in the SOP to the team and change targets and KRA accordingly Identify and resolve operational and personnel issues affecting functional area Identify areas for process improvement and implement best practices Stakeholder Management Understand the requirements of various stakeholders, prioritize tasks and arrive at right timelines. Evaluate the tradeoffs and dependencies Hold weekly and monthly reviews and update meetings with stakeholders 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, Mobile & Broadband Reimbursements, Salary Advance Policy