Operations Associate, Merchant 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 Specialist, PhonePe Offline Merchant Business

Overview

The Know Your Customer (KYC) Specialist plays a critical role in ensuring compliance and regulatory adherence for the PhonePe Offline Merchant Business. This role involves the accurate and timely validation of merchant-submitted documents, following established Standard Operating Procedures (SOPs), and maintaining high levels of quality and process adherence.

Key Responsibilities

Document Validation and Verification

• Responsible for the thorough validation of all Know Your Customer (KYC) documents submitted by offline merchants.
• Verify the authenticity and validity of documents, including but not limited to:
• Proof of Business
• Proof of Identity
• Proof of Address
• Proof of Entity
• Proof of Financial Identity
• Ensure that all document submissions meet regulatory requirements and internal PhonePe guidelines.
  

Process Adherence and Quality

• Strictly follow the guidelines and Standard Operating Procedures (SOP) provided for document validation.
• Demonstrate exceptionally high accuracy in work, leaving no room for incorrect document validation or approval.
• Ensure strict process adherence, recognizing that this is a sensitive and time-bound activity demanding high accuracy.
  
  

Thinking and Escalation

• Be able to observe and identify the pattern of documents submitted.
• Flag suspicious or potentially fraudulent document patterns to managers for deep-dive investigation.
• Promptly escalate complex or ambiguous cases that fall outside the defined SOPs to the appropriate management or compliance teams.
  
  

Compliance and Timeliness

• Handle all validation activities in a sensitive and time-bound manner to meet service level agreements (SLAs) and internal targets.
• Maintain a high level of compliance with all relevant regulatory and internal policies.
  
  

Key Performance Metrics (KPMs)

The performance of a KYC Specialist will be measured against the following key metrics:

Metric

Description

Average Handling Time

The average time taken to complete the end-to-end validation process for a merchant file.

Quality Score

A score reflecting the accuracy of validation decisions and adherence to SOPs, based on audits of completed work.

Compliance Score

A measure of adherence to regulatory guidelines and internal compliance policies.

Adherence to the roaster and shifts

The specialist's reliability in following the assigned work schedule and shifts.

Requirements

• 0 to 2 years experience
• Ability to manage sensitive and confidential data.
• Exceptional accuracy and meticulous attention to detail.
• High typing precision and the capacity to review multilingual documents.
• Dedication to achieving high compliance and adherence metrics.
• English reading - Mandatory
• Any regional language reading ( Hindi/ Tamil/ Telugu/ Kannada/ Malayalam) - Preferred
• Candidate should be comfortable with 6 days working, rotational week off and rotational shit ( Day shift only)
  
  

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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