VC-Team Manager-Phonebanking

HDFC Bank; Mohali; On-site; INR 900,000 - 1,300,000; Full time

Job summary

HDFC Bank seeks a VC-Team Manager-Phonebanking to lead the Pan India PhoneBanking unit, supervising 15–25 RMs and driving service productivity and customer education. You will manage complaints, ensure adherence to processes, and provide shift support to maintain high service levels.

The role requires strong team leadership, planning, and communication skills, with exposure to banking operations. Travel is not required, and involvement with senior management escalations may be part of the scope.

Qualifications

• Minimum Graduation
• 4-5 years of experience in banking or call center/service roles
• Banking regulations awareness helpful

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 zero defect handling of non-FCR calls.
• Manage RMs for senior management escalation desk.

Skills

Banking product knowledge

Team management

Planning

Communication

Team development

Influencing

Education

Graduation

Job description

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