(JD) Company: LiquiBonds Role: Team Leader (TL VRM)

Department: Virtual Relationship Management (VRM)

Location: Marol (Mumbai)

Role Overview The Team Leader (TL VRM, D2C) will be responsible for managing a team of Virtual Relationship Managers focused on driving customer engagement, sales, and service excellence in the Direct-to Consumer segment.

The role involves team supervision, performance tracking, stakeholder coordination, and ensuring achievement of business targets while maintaining high-quality customer interactions.

Key Responsibilities

1. Team Management

• Lead, mentor, and manage a team of VRMs to achieve individual and team targets.
- Conduct regular team huddles, coaching sessions, and performance reviews.
- Identify skill gaps and implement training and development plans.
- Drive team motivation and ensure high engagement levels.

1. Performance Tracking & Monitoring

• Monitor daily, weekly, and monthly KPIs including sales, productivity, and quality metrics.
- Analyse performance data and generate actionable insights.
- Ensure adherence to defined SLAs, compliance standards, and business processes.
- Maintain dashboards and reports for leadership review.

1. Stakeholder Management

• Collaborate with Sales, Operations, Product, and Compliance teams.
- Act as a bridge between management and the VRM team.
- Share regular performance updates with senior leadership.




- Work with training and quality teams to enhance team effectiveness.

1. Sales & Business Delivery

• Drive revenue generation through effective team performance in the D2C channel.
- Ensure achievement of assigned targets for conversions, cross-sell, and upsell.
- Implement strategies to improve customer acquisition and retention.

1. Customer Experience & Quality

• Ensure high standards of customer interaction and relationship management.
- Monitor call quality and provide feedback to improve service delivery.
- Resolve escalations and ensure customer satisfaction.

1. Process Improvement

• Identify process gaps and recommend improvements for operational efficiency.
- Support automation and digitization initiatives within the VRM function.
- Ensure compliance with company policies and regulatory requirements.

Key Skills & Competencies
- Robust leadership and team management skills
- Excellent analytical and problem-solving abilities
- Effective communication and interpersonal skills
- Stakeholder management and collaboration
- Data-driven decision-making
- Customer-centric mindset

Preferred Qualifications

- Graduate/Postgraduate in Business, Finance, or related field
- 4-8 years of experience in team handling within BFSI / D2C / VRM environments
- Prior experience in team management, also sales and customer relationship management

📌 Team Manager (Mumbai)
🏢 NDX Financial Services
📍 Mumbai