Specialist-Phone Banking Vendor Management

1. POSITION DESCRIPTION

JOB TITLE

Specialist-Phone Banking Vendor Management

GRADE

SM

DEPARTMENT

Phone Banking

LOCATION

HO

SUB-DEPARTMENT

Phone Banking

TYPE OF POSITION

Full Time

REPORTS TO

Lead-Outbound Phone Banking

REPORTING INTO

Outsourced Vendors

1. ROLE PURPOSE & OBJECTIVE

• Responsible for overseeing the end-to-end management of third-party vendors executing outbound calling functions such as welcome calling and banking product cross-sell.
• Responsible for performance management, dialer strategy, data optimization, compliance, hiring alignment, invoice validation, and contract governance.
• Provide expertise in contact center operations, dialer, campaign analytics, and commercial/vendor lifecycle management.

1. KEY DUTIES & RESPONSIBILITIES OF THE ROLE

Business/Financials

• Act as the central liaison for all outsourced contact center vendors supporting outbound campaigns.
• Define SLAs, KPIs, and contractual deliverables; ensure vendor performance meets business targets.
• Conduct regular vendor reviews and governance meetings to monitor progress, resolve issues, and track continuous improvement.
• Collaborate with Procurement, Legal, and Compliance teams on onboarding new vendors, due diligence, and vendor lifecycle management

• Customer:

  Manage and optimize day-to-day operations across welcome calling and multiple banking product cross-sell programs.
• Ensure achievement of key performance indicators such as contact %, sales conversion, AHT, and occupancy.
• Drive calling strategy across different campaigns, based on product priority, lead scoring, and customer segmentation.
• Align vendor capacities to business volumes, ensuring SLAs are consistently met.

Dialer & Calling Strategy Management

• Own dialer logic and configuration (predictive, progressive, preview) to ensure high efficiency and minimal drop rate.
• Work with dialer teams to manage retry logic, lead recycling, list loading, and time-band strategy.
• Analyze dialer metrics to continuously improve campaign performance – connect %, RPC (Right Party Connect), and penetration rate

Data Management & Campaign Analytics

• Oversee lead allocation strategy and campaign data flow between internal systems and vendors.
• Analyze daily, weekly, and monthly campaign performance to identify improvement areas in contact rate, conversion %, and sales funnel movement.
• Recommend actionable strategies to improve penetration – such as better call timing, prioritization models, or targeting rules.
• Track lead aging, disposition quality, and list utilization metrics to minimize waste and maximize ROI

Internal Process:

• Align vendor hiring plans with projected campaign requirements and ensure timely resource onboarding.
• Review hiring profiles, support in joint interviews (where required), and validate skill readiness of vendor staff.
• Ensure optimal headcount planning and bench readiness at vendor end to avoid performance gaps

Invoice Validation & Commercial Management

• Verify monthly vendor invoices against agreed output KPIs, calling volume, and performance benchmarks.
• Coordinate with Finance and Vendor SPOCs for timely invoice processing, deductions, and escalations.
• Maintain accurate documentation of commercials, volume commitments, and rate card terms

Learning & Compliance

• Oversee complete vendor contract lifecycle including renewals, amendments, penalty clauses, and exit terms.
• Ensure 100% adherence to regulatory guidelines (TRAI, RBI, internal audits) and contractual obligations.
• Maintain documentation of call scripts, campaign approvals, and vendor communication trails for audit readiness.

1. MINIMUM REQUIREMENTS OF KNOWLEDGE & SKILLS

Educational

Qualifications

• Any Graduate/ Post Graduate (Any Stream)

Experience (Years and Core Experience Type)

• 5-8 years of experience in call center operations with at least 5–7 years managing outsourced vendors (preferred)
• Experience with outbound campaigns in BFSI or telecom is preferred

Certifications

Not Required

Functional Skills

• Hands-on with outbound metrics and dialer analytics
• Deep understanding of dialer systems (Genesys, Avaya, Aspect, etc.)
• Contact rate strategy and outbound campaign optimization
• Vendor governance and commercial negotiation
• Data management, lead tracking, and process improvement
• Invoice and SLA validation