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.
Job DescriptionRole Overview
The HR Business Partner (CX) will drive end-to-end employee lifecycle management across the Customer Experience function in PhonePe. This role acts as a strategic talent advisor to CX business leaders, aligning workforce strategy with functional goals. You will be responsible for balancing strategic workforce planning with execution rigor across frontline, operational, and core leadership teams.
Responsibilities
Strategic Business Partnering
Contextual Alignment: Translates macro business strategies into actionable HR strategies. HR partners directly with functional leaders to ensure HR decisions directly support revenue, growth, and operational goals.
Culture & Health Monitoring: Tracks organizational sentiment, burnout levels, and leadership effectiveness. Intervenes early to address cultural drift, alignment gaps, or systemic friction between cross-functional teams.
Workforce Planning & Annual Operating Plan (AOP)
Financial & Capacity Alignment: Translates operational targets into precise headcount requirements, ensuring hiring schedules align with budget constraints and growth targets.
Organizational Design
Structure & Span Optimization: Evaluates organizational charts to remove redundant layers, streamline decision-making, and maintain efficient spans of control across management tiers.
Operational Efficiency: Redefines roles and workflows to eliminate bottlenecks, ensuring cross-functional teams operate with clarity on ownership, accountability, and handoffs.
Talent Management & Development
Enablement & Onboarding: Designs structured onboarding frameworks to accelerate time-to-productivity for new hires and build early organizational engagement.
Performance Management: Ensures meritocratic, objective performance evaluations are consistently executed across teams, directly linking appraisal outcomes to compensation revisions, variable pay, and promotion cycles to visibly reward top performers.
Succession Planning & Pipeline Management: Identifies critical roles and maps high-potential (HiPo) talent into structured pipelines. Builds internal succession benches and readiness pathways to mitigate key-person risks and ensure seamless leadership continuity.
Capability Building: Establishes clear career ladders, competency models, and targeted leadership training to equip managers with coaching, feedback, and execution skills.
Employee Engagement & Retention
Frontline Listening Mechanisms: Uses pulse surveys, focus groups, and skip-level interviews to gauge employee sentiment and surface operational issues.
Targeted Interventions: Analyzes turnover trends and exit data to build proactive retention strategies for high-potential (HiPo) employees and critical talent pools.
Diversity & Inclusion
Execution & Accountability: Translates broad corporate DEI commitments into specific talent practices within the function, including unbiased recruitment, equitable promotion pipelines, and inclusive leadership behaviors.
Qualification Requirements
MBA/PGDM in HR from a Tier-1 Business School.
5-7 years of HR experience with 3+ years of core HRBP experience supporting large-scale operational or corporate teams.
Strong business acumen, analytical skills, and stakeholder management capability.
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
Skills Required
- MBA or PGDM in Human Resources from a Tier-1 business school
- 5-7 years of HR experience
- 3+ years of core HR Business Partner experience supporting large-scale operational or corporate teams
- Strong business acumen
- Strong analytical skills
- Strong stakeholder management capability
What We Do
PhonePe was founded in December 2015 and has emerged as India’s largest payments app, enabling digital inclusion for consumers and merchants alike. With 48 crore (480 Million) registered users, one in four Indians are now on PhonePe. The company has also successfully digitized 3.6 crore (36 Million) offline merchants spread across Tier 2,3,4 and beyond, covering 99% of the postal codes across India. PhonePe is also the leader in Bharat Bill Pay System (BBPS), processing over 45% of the transactions on the BBPS platform. PhonePe forayed into financial services in 2017, providing users with safe and convenient investing options on its platform. Since then, the company has introduced several Mutual Funds and Insurance products that offer every Indian an equal opportunity to unlock the flow of money and access to services. PhonePe was recently recognized as the Most Trusted Brand for Digital Payments as per the Brand Trust Report 2023 by Trust Research Advisory (TRA).
