VC-Team Manager-Phonebanking

Hdfc Bank; Delhi; On-site; INR 600,000 - 900,000; Full time

Job summary

Hdfc Bank is seeking a VC-Team Manager-Phonebanking to lead the PhoneBanking unit across Pan India. You will supervise 15 to 25 RMs, drive service productivity, and ensure best-in-class customer experience through effective team leadership and process compliance.

The role requires 4-5 years banking/call center experience, graduation, and strong communication, planning, and mentoring skills. It involves shift support, quality monitoring, and collaboration with multiple stakeholders across

Qualifications

• Banking product knowledge and process knowledge are essential.
• Strong team management and mentoring skills are required.
• Excellent planning, organization, and communication abilities are needed.

Responsibilities

• Monitor service productivity and efficiency targets.
• Guide RMs on pressure areas and monitor quality.
• Implement operational activities and authorize transactions.
• Drive team productivity, manage appraisals and attrition.
• Handle escalations per process.
• Ensure shift coverage and staff presence.
• Support administrative activities and MIS reporting.
• Ensure productivity for hotlisting and prevent unauthorized transactions.
• Clarify card transaction decline queries.
• Manage RMs for unmanned portfolios and outbound calls.
• Ensure zero defect handling of non-FCR calls.
• Manage RMs for senior management escalation desk.

Skills

Banking product

Process knowledge

Team management

Planning

Communication

Team development

Influencing

Education

Minimum Graduation

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