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Job Title:
VC-Group Manager- Phonebanking
Job Details:
Unit: PhoneBanking (Virtual Care)
Group: PhoneBanking - UPB, Asset, StoB, Demat, MF desks
Reports to: Center Head / Unit Head
Location: Pan India
Function: Service, Client 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
Position purpose:
Reach service productivity and efficiency standards
Make sure best-in-class client experience
Adhere to operations processes, audit, compliance
Oversee PhoneBanking Unit, deliver shift back up
Build group service, client education, quality culture
Deliver consistent call quality, service delivery
Make sure end-to-end servicing by RMs
Make sure 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 group productivity, oversee appraisals, attrition
Handle escalations per process
Make sure shift coverage, staff presence
Back up administrative activities, MIS reporting
Make sure optimum productivity for hotlisting, unauthorized transactions
Clarify card transaction decline queries
Oversee RMs for unmanned portfolios, outbound calls
Make sure zero defect handling of non-FCR calls
Oversee RMs for senior management escalation desk
Educational Qualifications:
Minimum Graduation
Key Capabilities:
Banking Product, Process Knowledge
Group Management
Planning, Organizing Capabilities
Communication
Establish a group
Influencing Capabilities
Experience Required:
4-5 years minimum experience
Banking exposure preferable
Call center, service industry experience
Banking regulations awareness
Major Stakeholders:
Clients
Branch Banking Group
QIG / CRM
Operations
Admin
Product Teams
Central PBK group
Disaster Management
IT Department
Vendors / Telecom Service Providers
This opening is for the VC-Service RM-Phonebanking position in Mumbai.
Eligibility typically includes the qualifications and experience outlined in the job description above, with around 0 - 7 Years years of relevant experience expected for this role.
The key responsibilities for this role are detailed in the Key Responsibilities section above, covering the core duties expected of a VC-Service RM-Phonebanking at HDFC Bank.
This role requires around 0 - 7 Years years of relevant experience, as specified in the job listing. Please refer to the Qualifications & Experience section above for full details.
Skills relevant to this position are outlined in the Qualifications & Experience section above. In general, strong communication, domain knowledge, and the ability to meet role-specific targets are valued across similar BFSI positions.
You can apply directly using the Apply Now button on this page, which will take you to HDFC Bank's application process for this role.