VC-Team Manager-Phonebanking

HDFC Bank; Sahibzada Ajit Singh Nagar; On-site; INR 450,000 - 650,000; Full time

Job summary

HDFC Bank in India is seeking a VC-Team Manager- Phonebanking to lead a multi-desk PhoneBanking unit, ensuring superior service delivery and compliance.

You will supervise 15 to 25 team members, manage shifts, handle escalations, and drive productivity while maintaining high call quality and customer education.

This role requires 4-5 years in banking or call centers, graduation, and strong communication and leadership skills to coordinate with Branch Banking, CRM, and IT teams.

Qualifications

• Minimum graduation is required.
• Banking experience preferred.
• Call center / service industry exposure desirable.
• Knowledge of banking regulations is preferred.

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.

Skills

Banking Product Knowledge

Team Management

Planning & Organizing

Communication

Develop a Team

Influencing Skills

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