Cluster Head - BFS

Execute and monitor overall administration and efficient daily operations of all branches including operations, lending, product sales, customer service, security and safety in accordance with the Bank's objectives for the defined cluster.

Principal Accountabilities - Sales & Business Development:

1. Achievement of 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)

2. Monitor Sales plan for the Cluster

3. Build a healthy asset and liability book

4. Increase market share

Principal Accountabilities - Customer Service :

1. Manage Key Branch Relationships

2. Ensure Wait Time within permissible limits as per segmental service approach

3. Achievement of cluster Customer Service Scores target

4. Nil Critical Requests at cluster

5. Nil Escalations at cluster and complaint handling

6. Customer queries/complaints as separate topic