About the role
SECTION I: BASIC INFORMATION
Job Title
Cluster Head
Functional Title
Cluster Head
Grade
VP / SVP
Management Band
Middle
Business Unit
Emerging Branch Banking
Division
Emerging Branch Banking
Department
Emerging Branch Banking
Location
PAN
Reporting to
Regional Head
No. of Direct Reports
7 - 10
SECTION II: ROLE SUMMARY
The role holder is responsible for implementing cluster strategy in line with overall Branch Banking strategy. The role holder must also demonstrate strong knowledge of banking processes and regulatory requirements and ensure compliance for the same. The incumbent must deploy effective risk management mechanisms to minimize risk exposure while driving sustained revenue generation and liabilities mobilization
SECTION III: KEY RESPONSIBILITIES/ ACCOUNTABILITIES
Strategic/ Managerial Responsibilities
- NA
Core Responsibilities
Strategy & P&L Management
· Maintains Profit and Loss statement and Balance Sheet for the cluster
· Executes the Cluster Strategy as articulated by Regional Head
· Ensure sustained revenue generation for the cluster through cross sell of TPP, RA, BB products etc
· Drive overall cost & expense management initiatives across branches
Superior and Consistent Customer Service
· Ensures Efficient complaint management within specified TATs
· Drives high service scores
Strengthening Systems, Controls and Processes
· Monitors and ensures the Upkeep of the Branches and ATMs within the Cluster
· Liaises with respective teams for effective and efficient Fraud Management within the cluster
· Ensures cluster compliance with Bank’s policies and processes
· Manage customer escalations, customer grievance redressal. Complaint management and response.
Performance Management
· Tracks and monitors daily productivity and book movement of the cluster
· Partners with the HCM Business partner for periodic review of performance of executives in the cluster and identify training needs if required
People Management or Self-Management Responsibilities
· Monitors and enables the achievement of goals and key performance indicators for direct reports and ensures effective implementation of the performance management process in the section.
· Develops talent within the team by providing guidance, ongoing feedback, coaching and development opportunities to individuals to enable achievement of the defined goals.
Risk and Internal Control Responsibilities
· Implements the risk policies and processes (operational, regulatory, financial, informational, reputational and audit risks), ensuring that that these meet regulatory and internal requirements.
· Implements the internal control systems in the department and participates in the departmental audits.
· Implements practices to bridge gaps identified during departmental audits.
SECTION IV: KNOWLEDGE & EXPERIENCE
KNOWLEDGE
Minimum Qualifications
· Bachelor’s degree in any discipline
· Master’s degree is preferred
Professional Certifications
· NA
Skills
· Written and spoken English is essential
EXPERIENCE
Years of Experience
· A minimum of 8-7 years of relevant experience with at least 4 years in a similar role
SECTION V: COMPETENCIES & KEY PERFORMANCE INDICATORS
BEHAVIORAL COMPETENCIES
Core Competencies
Competency Name
Behaviors
§ Customer Focus
§ Listens to and demonstrates an understanding of customers’ stated and unstated needs
§ Delivers customer value through timely and quality execution of tailored customer solutions
§ Identifies problems, critically reviews facts, identifies root causes and derives practical solutions
§ Professional Entrepreneurship
§ Seeks out new challenges, secures resources and work towards achievement of success
§ Displays ownership for team and personal commitments including outcomes of incorrect decisions
§ Drive for Results
§ Takes effective decisions for the function/ team, focusing on the short to medium term objectives
§ Displays a high sense of initiative and urgency towards delivering results on time
§ Raises bar for self-performance in delivery of results while ensuring adherence to stated timelines
§ Influence and Impact
§ Effectively uses positive influencers and counters negative influencers to meet his objective in a situation
§ Develops strong customer relationships by ensuring care and responsiveness in all interactions
§ Quality Focus
§ Identifies sources of errors or aspects impacting quality of work/service delivery and determines a course of action to prevent their recurrence
§ Strives to continuously improve existing process and devise new ways of doing things within own sphere of operation to enhance efficiency in operations and processes
Leadership Competencies
Competency Name
Behaviors
§ NA
§ NA
§ NA
§ NA
§ NA
§ NA
TECHNICAL COMPETENCIES
Technical Competencies
§ P&L Management for Branch
§ Banking process and product knowledge
§ Thorough knowledge of daily banking operations and products and services
§ RBI regulatory knowledge
§ Cost Management
§ Revenue Generation
§ CASA Mobilization