Associate Manager, KYC

PHONEPE LIMITED; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Medical Insurance

Critical Illness Insurance

Life Insurance

Employee Assistance Program

Relocation Support

Job summary

PhonePe Limited seeks an Associate Manager for VKYC Support to own in-house customer service metrics and drive performance across the team in Bengaluru. You will build competency, manage multiple projects, and coordinate with stakeholders to deliver swift resolutions and sustained improvements.

You will lead process excellence initiatives, monitor daily tasks and metrics, and collaborate with leaders to maintain high customer satisfaction while fostering a positive team environment.

Qualifications

• Excellent communication skills, both written and verbal.
• Ability to switch tasks as needed while staying organized.
• Expert Microsoft Office skills (Word, Excel, PowerPoint, Outlook).
• At least two years of experience in a people management role.

Responsibilities

• Manage and continuously improve metrics for in-house Customer Service Operations.
• Build team competency and manage multiple projects; control attrition.
• Partner with service leaders, training/quality managers and Business Analysts.

Skills

Communication skills

Task switching

Microsoft Office

Tools

Microsoft Office Suite

Job description

PhonePe Limited (Formerly PhonePe Private Limited) is a technology company that builds digital platforms for Payments, Digital Distribution Services and Financial Services. Headquartered in India, the PhonePe digital payments app was launched in 2016. As of April 2026, PhonePe has over 70 Crore life-till-date registered users and a digital payments acceptance network spread across over 5 Crore merchants. PhonePe’s products and services include Consumer Payments (including Digital Distribution Services), Merchant Payments, Lending and Insurance Distribution services, and New Platforms, which comprise Share.Market (stock broking and mutual funds distribution platform), and Indus Appstore (Android-based mobile app marketplace). Culture:

At PhonePe, we go the extra mile to make sure you can bring your best self to work, Everyday!. And that starts with creating the right environment for you. We empower people and trust them to do the right thing. Here, you own your work from start to finish, right from day one. PhonePe-rs solve complex problems and execute quickly; often building frameworks from scratch. If you’re excited by the idea of building platforms that touch millions, ideating with some of the best minds in the country and executing on your dreams with purpose and speed, join us!

Job Description

Role - Associate Manager, VKYC Support

Reporting to - Manager, Consumer Payments Operations

About Phonepe :

PhonePe is India's largest transactions platform built on payments. It is the crusader of UPI payments and a proud contributor to the hypergrowth of the world's most advanced payments system.

We are leading the narrative on mobile payments which will change the way people manage their money on the go. We want to make digital payments so easy, safe and universally accepted that people never feel the need to carry cash or cards again. We see ourselves facilitating this change, through technology at scale, positive disruption, and dogged customer centricity.

About Customer Experience Function :

At PhonePe, the Customer Experience team assumes responsibility for a customer's journey within the app. We diligently identify areas for improvement based on customer feedback (Voice of Customer), minimize the effort required to seek assistance, and tirelessly aim to deliver swift and meaningful resolutions. Our commitment to enhancing the customer experience and demonstrating the principle of 'Customer First' is how we realize our vision of becoming the best in class.

Function Summary: (Inputs from Business leaders)

The primary function of this role is to manage and continuously improve the metrics for the In- house Customer Service Operations of PhonePe's Payments business. The job also requires taking responsibility for building competency in the team, managing multiple projects and controlling attrition. Internal stakeholder management and building relationships and networks is essential to achieve expected outcomes. Problem analysis, solving and working with ambiguity will form part of the role.

Job Objective: (How does the role impact the overall business? Provide a brief within 3-4 sentences)

The AM is expected to be the functional owner for VKYC support operations across inhouse. This will mean taking direct responsibility for the support representatives and their operational performance. The AM will drive performance and productivity metrics for their team and also focus on growth and development of the team members. Additionally, AMs will play a pivotal role in process excellence projects which will positively impact customer experience

Responsible to drive key initiatives, process improvements and resolution of key challenges that are identified in the VKYC support process

Monitor day to day operational tasks & metrics

Close partnership with service leaders, training and quality managers & Business Analysts and other internal functional stakeholders

Create and develop critical operational processes to support the changing regulatory landscape and firm initiatives

Identify opportunities to build new tools and improve existing process flows and controls

Effective team building by leveraging organization talent frameworks to drive performance, discipline, learning and development

Monitor and improve key operational metrics ensuring customer satisfaction is at its highest

Ensure a positive, collaborative and cohesive team environment

Qualifications

Minimum 5-7 years handling support operations

Experience handling customer complaints and regulatory inquiries

Expert Microsoft Office skills (word, excel, power point, outlook)

Ability to switch tasks as needed while staying extremely organized

At least two years of experience in a people management role

Excellent communication skills, both written and verbal, experience making presentations to large and small groups

Additional Information

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, Salary Advance Policy

Our inclusive culture promotes individual expression, creativity, innovation, and achievement and in turn helps us better understand and serve our customers. We see ourselves as a place for intellectual curiosity, ideas and debates, where diverse perspectives lead to deeper understanding and better quality results. PhonePe is an equal opportunity employer and is committed to treating all its employees and job applicants equally; regardless of gender, sexual preference, religion, race, color or disability. If you have a disability or special need that requires assistance or reasonable accommodation, during the application and hiring process, including support for the interview or onboarding process, please fill out this form.

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