Cluster Head - Retail & Consumer Banking Group

Job Description:.

Business Group: Retail and Consumer Banking Group.

Objective: To oversee and ensure the efficient daily operations and administration of all branches within the defined Cluster aligned with the Bank's objectives.

Sales & Business Development:.

- Achieve incremental number and value targets for Liabilities (CA, SA, FD); Assets (Home, Auto & other assets); and Fee Products (MF, LI, GI, Gold & other fee products).

- Monitor and execute the Sales plan for the Cluster.

- Cultivate a healthy asset and liability book.

- Increase market share.

Customer Service:.

- Manage Key Branch Relationships.

- Ensure wait time within permissible limits as per segmental service approach.

- Achieve cluster Customer Service Scores target.

- No Critical Requests pending at the cluster.

- Efficiently handle and resolve customer escalations and complaints.

Compliance & Risk Management:.

- Ensure adherence to operations, risk control, and processes at the cluster level.

- Maintain satisfactory cluster audit scores.

- Implement fraud prevention measures.

- Monitor operational risks.

- Oversee RBI audits, inspections, and incognito visits.

Cluster Profitability:.

- Drive growth in Net Interest Income (NII) for the branch.

- Increase asset business through branches.

- Enhance Fee Income.

- Optimize operational expenses.

- Manage the cost of cash holding at the cluster level.

Principal Accountabilities - Brand Administration:.

- Adhere to standardized Brand guidelines both inside and outside the branch.

- Ensure spic and span upkeep of branches within the cluster.

- Guarantee availability of necessary infrastructure in the cluster.

Capability Building & Manpower Management:.

- Foster team building and morale.

- Develop training and developmental programs.

- Plan and optimize manpower resources.

- Mentor and ensure the successful onboarding of new employees.

- Implement job rotation for all employees periodically.

- Clearly communicate roles and expectations to all employees.

- Provide regular structured feedback to employees.

- Conduct Saturday workshops and in-house training programs.

- Ensure certification of employees on relevant financial and regulatory topics.