Cluster Head

April 23, 2024
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Job Description

Job Description

Role/Job Title: Cluster Head

Function/ Department: Retail Liabilities

Job Purpose

The role entails overseeing the operational aspects of branches including distribution operations, customer service, administration and sales. The role bearer is responsible for guiding the Branch Managers in assessing local market conditions and identifying current and prospective sales opportunities. The role bearer must develop forecasts, financial objectives and business plans contributing to the larger branch banking channel objectives.


Roles & Responsibilities:

Manage budget and allocate funds appropriatelyLocate areas of improvement and propose corrective actions that meet challenges and leverage growth opportunities.Share knowledge with other branches and headquarters on effective practices, competitive intelligence, business opportunities and needs.Address customer and employee satisfaction issues promptly.Adhere to high ethical standards, and comply with all regulations/applicable lawsNetwork to improve the presence and reputation of the branch and companyStay abreast of competing markets and provide reports on market movement and penetrationEstablish the Bank and the brand in the catchment areaResponsible for achieving overall product targets for the Cluster – CASA, Investments, Insurance, Trade Services, and TD & managing group business products like Business Banking products & other assets products (home loan, LAP etc.)Cultivate relationships with individual and corporate customersManaging customer centric operations & ensuring customer satisfaction by achieving delivery & service quality normsEvaluate the growth strategy based on competitor analysis and feedback from different channels/customersRecommend process changes in order to improve service efficiency and quality across the branch networkFacilitate a customer centric branch channel and achieve/exceed the defined NPS targetsMonitor the branch network expansion as per the defined business plan

Managerial & Leadership Responsibilities

Attract and retain best-in-class talent for key roles in their reporting structureMonitor key parameters on employee productivity, hiring quality and attrition rates and make necessary improvementsEnable teams to drive growth targets by providing necessary support.