Cluster Head - Prime

About the Role

The Cluster Head is responsible for overseeing the performance and operations of multiple branches within a designated cluster. This role focuses on driving growth in CASA (Current Account Savings Account), Term Deposits, Wealth Products, Retail Assets, Working Capital and other retail banking products, ensuring superior customer service, and maintaining operational excellence. The Cluster Head guides Branch Managers in identifying market opportunities, developing business plans, and achieving financial objectives aligned with the broader goals of the Retail Banking unit.

Key Responsibilities

Primary Responsibilities

• Oversee branch operations including distribution, customer service, administration, and sales.
• Guide Branch Managers in assessing local market conditions and identifying current and prospective sales opportunities.
• Develop forecasts, financial objectives, and business plans aligned with cluster goals.
• Manage budgets and allocate funds appropriately across branches.
• Identify areas for improvement and implement corrective actions to address challenges and leverage growth opportunities.
• Share best practices, competitive intelligence, and business insights across branches and with headquarters.
• Address customer and employee satisfaction issues promptly and effectively.
• Ensure compliance with ethical standards, regulations, and applicable laws.
• Strengthen the bank’s presence and reputation within the catchment area.
• Achieve overall product targets for the cluster including CASA, Investments, Insurance, Trade Services, Term Deposits, Business Banking, and asset products like Home Loans and Loan Against Property.
• Cultivate relationships with individual and corporate customers.
• Drive customer-centric operations and ensure service quality standards are met.
• Facilitate a customer-focused branch channel and exceed Net Promoter Score (NPS) targets.
• Monitor branch network expansion in line with the defined business plan.
• Manage attrition by building a rapport with all staff.
• Ensure hiring is aligned to business needs.

Secondary Responsibilities

• Evaluate growth strategies based on competitor analysis and feedback from customers and channels.
• Recommend process enhancements to improve service efficiency and quality across the branch network.
• Support marketing initiatives and conceptualize promotional strategies to drive business growth.

What We Are Looking For

Education

• Graduate in any discipline.
• Postgraduate in Finance (MBA preferred).

Experience

• Minimum 15 years of relevant experience in branch banking, with proven leadership in managing multiple branches or clusters.

Skills and Attributes

• Strong leadership and people management capabilities.
• Strategic thinking with the ability to develop and execute business plans.
• High level of integrity, discipline, and customer orientation.
• Ability to drive performance and manage productivity across teams.
• Deep understanding of retail banking products and market dynamics.
• Fluent in English with strong business communication skills