Specialist-Phone Banking Vendor Management
JOB TITLE
Specialist-Phone Banking Vendor Management
GRADE
SM
DEPARTMENT
Phone Banking
LOCATION
HO
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.
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.
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