Automation specialist

Role: Automation/ Sr Automation Specialist

Level: Below AM

Location: Bengaluru

Reporting to: Associate Manager, Automation Platforms

About PhonePe :

PhonePe is India's leading digital payments platform with over 400+ million registered users. Using PhonePe, users can send and receive money, recharge mobile, DTH, data cards, pay at stores, make utility payments, buy gold, and make investments. PhonePe went live for customers in August 2016 and was the first non-banking UPI app and offered money transfer to individuals and merchants, recharges and bill payments to begin with. In 2017, PhonePe forayed into financial services with the launch of digital gold, providing users with a safe and convenient option to buy 24-karat gold securely on its platform. PhonePe has since launched Mutual Funds, Insurance and other wealth management products like Lending, Stock Broking, tax-saving funds, liquid funds, international travel insurance, Corona Care, a dedicated insurance product for the COVID-19 pandemic among others.

About Customer Experience Function:

At PhonePe, the Customer Experience function focuses on how the business engages with its customers at every point of their journey. To a large extent, it's the sum total of all interactions a customer has with PhonePe as a brand. The objective is to become a competitive differentiator so that CX as a function is able to deliver personalized, effective interactions at every customer touchpoint, thereby continuously enhancing customer experience

Function Objective:

The goal for the automation function is to ensure minimal manual interventions while having customer experience as the primary North Star. The key responsibilities would be to scale up experience SOPs through automation channels by ensuring successful execution of projects.

Role Expectations:(KPIs/KRAs of the role)

• Manage systems and platforms critical to automation activities across the assigned BU

• Build a deep understanding of internal CX processes, systems and platforms

• Consistently work towards improving the overall BOT, IVR

• Design automation rules to implement appropriate ticketing workflow

• Manage and maintain the external tools and platforms - Freshdesk, Freshbot and Salesforce

• Conduct RCAs to diagnose challenges faced by end customer or internal stakeholders

• Ensure data sanity and execute GTIS creation/modification/revamp

• Provide feedback for continuous improvements

Experience, Skills, Qualifications

• Graduate/post graduate from a top tier institute (BE/BTech, BCA/MCA)

• Prior experience of at least 2+ years in CX and/or Automation

• Experience of working in a multi-stakeholder and a highly dynamic matrix environment.

• Ability to manage influence through persuasion, negotiation, and consensus building

• Ability to identify high impact problem statements, initiate execution, and drive to closure