Company : PhonePe
Job Category : Process Designer - Payment Gateway
Responsibilities of the Candidate:
- Design effective BOT and other process flow for assigned teams, considering customer experience, VOCs, data analysis, compliance, impact, and priority.
- Prioritize tasks and manage time effectively to ensure timely completion and reviews.
- Analyze VOCs, prepare internal prioritization roadmaps, and find solutions with Account Managers.
- Monitor POD metrics, identify challenges, and find solutions with Account Managers.
- Communicate accomplishments and progress in business reviews.
- Collaborate with stakeholders to share updates, understand pain points, and brainstorm improvements.
- Streamline internal practices, create repositories, and document SOPs as needed.
- Upskill in customer journeys and other POD priorities to reduce single point of contact dependencies.
- Work with Account Managers on process management and project management exercises for scalability.
Requirements:
- Bachelor's degree in engineering or equivalent is required.
- 2+ years experience in Process Excellence/Process Design/Process Improvement with active involvement in VOC analysis, data analysis, and prioritization.
- Experience identifying problem statements, analyzing, prioritizing challenges, and seeing projects through to successful outcomes.
- Multitasking and prioritization skills in a fast-paced environment.
- Strong stakeholder management and collaboration skills.
- Customer-centric approach with attention to detail.
- Strong data analysis and execution skills.
- Effective communication (verbal and written) across levels and stakeholders.
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