Cluster Head

Business Group : Retail and Consumer Banking Group

Objective :

- 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

Principal Accountabilities - Compliance & Risk Management :

1. Ensure operations, risk control and process adherence at cluster

2. Cluster audit scores

3. Fraud prevention

4. Ops risk monitoring

5. RBI audits, inspections and incognito visits

Principal Accountabilities - Cluster Profitability :

1. Growth in NII ( Net Interest Income) for branch

2. Growth in Asset business through branches

3. Increase Fee Income

4. Ensure Opex optimization

5. Manage cost of cash holding at cluster level

Principal Accountabilities - Brand Administration :

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

2. Branch upkeep and maintenance - spic & span at cluster level

3. Availability of necessary infrastructure in the cluster

Principal Accountabilities - Capability Building & Manpower Management :

1. Team Building

2. Training and Development

3. Manpower Planning

Major Activities - Capability Building & Manpower Management :

1. Mentor / ensure mentoring of new joinees for first three months

2. Job rotation for all employees once in six months

3. Briefing all employees on their role and expectations from them

4. Give structured feedback to employees on a regular basis

5. Conducting Saturday Workshops and in house training programs

6. Certification of employees on AMFI, IRDA and mandated E-Test and E-Learning by all employees in branch

Other Responsibilities :

1. Implement centrally-originated projects on customer service, automation, processes and compliance in the branch

2. Monitor specialized desks at cluster level

3. Follow up on legal cases pertaining to cluster

4. Business continuity planning for the cluster

5. Contribute to employee morale and plug employee turnover

Performance Indicator Measure :

1. Retail P&L :

- Net interest Income Percentage achievement against target

- Fee Income Percentage achievement against target

2. GL Size of branches :

- Current Accounts - Number of accounts

- Incremental growth in balance

- Average balance of account (Quality of account)

Savings Accounts :

- Number of accounts

- Incremental growth in balance

- Average balance of account (Quality of account)

Term Deposits :

- Retail penetration of deposits sourced

- Incremental growth in deposits

3. Asset Targets (Specific to region being handled)

- Home Loans - % disbursement achievement against target

- Auto Loans - % disbursement achievement against target

- Personal Loans - % disbursement achievement against target

4. Overall Branch Health :

- Customer Service Cluster customer service scores

- Compliance IAD Audit Scores and fraud prevention scores

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