About the role
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