VC-Team Manager-Phonebanking

Job 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