Associate Manager - KYC Operations

Associate Manager, KYC

About PhonePe Limited:

Headquartered in India, its flagship product, the PhonePe digital payments app, was launched in Aug 2016. As of April 2025, PhonePe has over 60 Crore (600 Million) registered users and a digital payments acceptance network spread across over 4 Crore (40+ million) merchants. PhonePe also processes over 33 Crore (330+ Million) transactions daily with an Annualized Total Payment Value (TPV) of over INR 150 lakh crore. 

 

PhonePe’s portfolio of businesses includes the distribution of financial products (Insurance, Lending, and Wealth) as well as new consumer tech businesses (Pincode - hyperlocal e-commerce and Indus AppStore Localized App Store for the Android ecosystem) in India, which are aligned with the company’s vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services.

 

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!

Roles and Responsibilities: KYC Operations Assistant Manager

1. People Management

• Handle day-to-day people issues, fostering a positive and productive work environment.

• Drive employee engagement through regular 1:1 meetings and team activities.

• Monitor and manage individual and team performance, ensuring adherence to Individual Contributor Plans (ICPs) and performance targets.

• Provide coaching, feedback, and development opportunities to team members.

• Oversee talent development, including training, upskilling, and career progression.

2. Stakeholder Collaboration

• Collaborate closely with sales/business teams to ensure smooth and efficient day-to-day operations for the manual KYC process.

• Conduct weekly huddles with sales capability teams to discuss progress, address challenges, and align on priorities.

• Make informed decisions regarding queue prioritization to optimize workflow and meet service level agreements (SLAs).

• Facilitate effective communication and resolution of issues between internal teams and sales/business teams.

3. Operational Efficiency Initiatives

• Identify and analyze opportunities to enhance operational efficiency metrics, including Average Handling Time (AHT), submission pending, and rework rates.

• Develop and implement strategies to reduce incorrect rejections or verification and improve data accuracy.

• Monitor and optimize team occupancy rates to ensure efficient resource allocation.

• Initiate projects aimed at streamlining processes and automating tasks within KYC operations.

• Track and report on the impact of efficiency initiatives, demonstrating tangible improvements.

4. Business Enablement

• Drive efforts to achieve faster validation turnaround times (TAT) for manual KYC processes, contributing to quicker customer onboarding.

• Identify and highlight opportunities to improve processes to increase the verification % and reduce rejections.

 

Metrics:

 

1. AHT

2. Occupancy

3. SL%

4. Verified and rejection %

5. ART

6. Compliance and quality scores

7. People - Attrition, SL adherence, ICP etc

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.

Read more about PhonePe on our blog.

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Experience Level

Mid Level