Job Description

#

Team Leader-Video Banking

Corporate 1100-Corporate Office, Bangalore, Karnataka, India








Department
CORPORATE PHONE BANKING
Job posted on
Dec 10, 2025
Employment type
Permanent

POSITION DESCRIPTION

JOB TITLE

Team Leader-Video Banking

GRADE

M

DEPARTMENT

Phone Banking

LOCATION

HO/RO

SUB-DEPARTMENT

Video Banking

TYPE OF POSITION

Full-time

REPORTS TO

Specialist-Video Banking

REPORTING INTO

Officer-Video Banking

ROLE PURPOSE & OBJECTIVE

Responsible for managing a team of 15 to 20 Video Bankers. Manage team to deliver on Productivity, Quality, Cross Sell and Customer Retention as per defined benchmarks. Responsible to ensure availability of Staffing basis predicted volume, Shift Management and the Floor Management. Manage escalated customer calls with end-to-end resolution Responsible for achieving key business and service metrics

SIZE OF THE ROLE

FINANCIAL SIZE

NON-FINANCIAL SIZE

Value generation of above 2 Cr per month through VKYC services for Digital acquisition of CASA/FD. Leads generation of above 1000 per month through Lead referral to Branches, Cross sell and Up sell.
Managing a team of 15 to 20 Video Bankers 300 to 500 Service request through Video Banking. SLA above 90% for Customer request, VKYC and complaints.

KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business/ Financials

Responsible for overall achievement of Business target for the team. Ensure VKYC are completed within TAT for Digital Deposits (CASA/TD) Ensure effective follow-up on dropout customers for achieving higher conversion of leads Implement regular follow up mechanism for new/cross sell and up sell leads, referred to branches. Adherence to productivity targets for the team on call volumes, outbound calls, AHT, connectivity and rate of success. Timely preparation of performance dashboard with accuracy and regular review of the performance of team members.

Customer (Both Internal & External)

Ensure team adherence on service TATs and SLAs Improve First Call resolution by the team at Video Banking. Handle customers escalations as first point of contact for Video Bankers, guide the team in handling difficult/ complex issues of customers to minimize escalations. Track pending VKYCs and Video Banking service request, queries and complaints for timely and satisfactory resolution. Ensure that the team follows established procedures for each service request, including logging, processing and progress chasing enquiries to maximize customer satisfaction Develop an effective collaboration with cross functional teams to solve recurring customer service issues.

Internal Process

Manage team to monitor discipline on the floor, resolve officers' queries to assist customers, to resolve system issues and any other procedural issues. Conduct regular sessions/ huddles on the product and process knowledge including changes time to time. Conduct reviews to improve performance of the team, and provide regular one to one feedback to improve the productivity of individuals. Maintain a track of officer's performance & discipline Ensure adherence to process and audit requirements Coaching and feedback sessions for team handled Responsible for staff retention, minimize Attrition.

Innovation & Learning

Identify training gaps and ensure team members are up to date with products and procedure Coordinating with business teams to get the latest feedback and updates Ensure adherence to training man-days/ mandatory training programs for self and self Continuously update skills by participating in professional trainings, attend courses as instructed by management and be willing to contribute acquired knowledge to the development of the bank. Identify the Trends and suggesting Automation to enhance the customer experience.

MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational Qualifications

Graduate in any discipline

Experience (Years and Core Experience Type)

2 to 4 years of work experience in customer service, preferably in contact center/ helpdesk. Preference will be given for those with team handling experience.

Certifications

NA

Functional Skills

Customer Relationship Management Sales Management Upselling and Cross Selling Tele calling/VRM/Video Banking skills Basic knowledge in MS office

Behavioral Skills

Good communication skills - both verbal and written Good interpersonal skills Time Management Team Management Problem solving skills MIS Skills

Competencies

Banks Product Knowledge Analytical Ability Planning and Organizing Skills Sales and Influencing Skills Awareness of Banking regulations Flexible to work in 24/7 shifts Flexible to work in different LOB's within Phone Banking

KEY INTERACTIONS

INTERNAL

EXTERNAL

Operations team Branch team Products team Service Quality Deliverables team NTB/ETB Customers Referrals

Desktop with

i5 configuration

Laptop with

i5 configuration

Laptop with

i7 configuration

MS office

Email EP2 + ATP + Mvision

Email Kiosk + ATP + Mvision + Archival

Email on phone

VPN

MS Team

Mobile

Bio Metric + MDM

No

Yes

N

o

Yes

Yes

No

No

No

Yes

No

No

I.

Application Access Requirement Details

S.N.

Application Name

Access Required

Type of Access/ Role

Remarks

(Yes/No)

(Read/Write/ Maker/Checker/Authoriser)

(If Any)

1

M.S Office

Yes

All

2

Teams

Yes

NA

3

Video PD

Yes

Checker

4

CRM

Yes

Maker/Checker

5

Finacle

Yes

NA

6

Outlook

Yes

NA

7

Glow

Yes

Read

8

DCMS

Yes

NA

9

UPI Block

Yes

NA

10

BR. Net

Yes

NA

11

AD Link

Yes

Read

12

CC avenue

Yes

Read

13

NICE

Yes

NA

supervisor access

14

Convex

Yes

supervisor access

15

Ujjivan service desk

Yes