Team Manager

Job Description (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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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

• Strong 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