VC-Team Manager-Phonebanking

Role Description

Job Title:

VC-Team Manager- Phonebanking

Job Details

Unit: PhoneBanking (Virtual Care)

Team: PhoneBanking - UPB, Asset, StoB, Demat, MF desks

Reports to: Center Head / Unit Head

Location: Pan India

Function: Service, Customer education, Complaint Management

Role Type: Supervisor

Direct Reportees: 15 to 25

Travel Required: No

Job Band Range: E4 – D1

JD Created/Updated: 01-01-2026 / 04-03-2026

Job Purpose

Achieve service productivity and efficiency standards

Ensure best-in-class customer experience

Adhere to operations processes, audit, compliance

Manage PhoneBanking Unit, provide shift support

Build team service, customer education, quality culture

Deliver consistent call quality, service delivery

Ensure end-to-end servicing by RMs

Ensure error-free card, other blocking

Job Responsibilities

Monitor service productivity, efficiency targets

Guide RMs on pressure areas, monitor quality

Implement operational activities, authorize transactions

Drive team productivity, manage appraisals, attrition

Handle escalations per process

Ensure shift coverage, staff presence

Support administrative activities, MIS reporting

Ensure optimum productivity for hotlisting, unauthorized transactions

Clarify card transaction decline queries

Manage RMs for unmanned portfolios, outbound calls

Ensure zero defect handling of non-FCR calls

Manage RMs for senior management escalation desk

Educational Qualifications

Minimum Graduation

Key Skills

Banking Product, Process Knowledge

Team Management

Planning, Organizing Skills

Communication

Develop a team

Influencing Skills

Experience Required

4-5 years minimum experience

Banking exposure preferable

Call center, service industry experience

Banking regulations awareness

Major Stakeholders

Customers

Branch Banking Team

QIG / CRM

Operations

Admin

Product Teams

Central PBK team

Disaster Management

IT Department

Vendors / Telecom Service Providers