HR Business Partner

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 Description

Role 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.

Qualifications

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.

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