Job Title:

VC-Team Manager-EMT&SMO;

Job Details:

Job Name (Business Unit): VC -Team Manager- EMT&SMO-; Virtual Care

Business Unit (PA): Virtual Care

Team: Virtual Care - Liability / Credit Card / Asset / Demat / Managed / NR / Social media / Chat

Reports to: Unit Head

Location: Pan-India (Currently Chennai / Mumbai / Coimbatore)

Job Function: Service

Role Type: Supervisory

Direct Reportees: 15

Travel Required: No

Job Band Range: D1/D2

JD Created/Updated: 04-03-2026

Version No: 1

Job Purpose:

Manage a team of E-mail/Social Care/Chat Banking Service RMs handling written customer queries and complaints.

Ensure team members meet productivity and quality targets for customer satisfaction.

Effectively manage, motivate, guide, and coach the team to achieve performance parameters and overall unit goals.

Job Responsibilities:

Actionable SLA / TAT: Provide faster resolution, roster team based on volumes, circulate daily action plans, ensure timely NFCR query raising, monitor NFCR cases, and liaison with other functions.

Team Productivity:



Drive team to achieve productivity targets, proactively plan numbers based on vintage/learning curve, identify training needs, conduct regular feedback sessions, and handhold recent staff.

Customer Focus & Service Experience: Drive team to provide customer-focused, faster, and accurate resolutions, keep team updated on product/process info, ensure adequate resolution to avoid escalations, and review feedback for improvements.

Audit and Compliance: Ensure adherence to Audit, HR, IT, QIG guidelines, and other business norms.

Educational Qualifications:

Graduation

Key Skills:

Banks Product Knowledge

Planning and Organizing Skills

Team Management / Interpersonal Skills

Sales and Influencing Skills

Communication

Awareness of Banking regulations

Good Administrator

Positive Attitude

Experience Required:

5+ years of experience

Major Stakeholders:

Head EMT

All unit managers / team leaders

CPU / AFU / Other operation

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