Cluster Head - Service and Operation - Bank

Role Overview

The Cluster Head will oversee the smooth and error-free daily functioning of branch operations within a cluster, covering Customer Service, Operations Risk Management, Audit, Compliance, and Control. This position serves as the principal point of contact for implementing initiatives across regional branches and managing client and colleague expectations effectively.

Key Duties and Responsibilities

• Manage and ensure timely, accurate delivery of services from the BSD team aligned to client and colleague requirements.
• Handle customer escalations, grievances, complaint resolution, and response management efficiently.
• Maintain alignment between people, processes, data, and systems in delivering superior customer service consistently.
• Keep detailed records and analyze data related to customer queries and complaints to enhance process efficiency.
• Monitor and analyze customer service and process adherence data regularly.
• Promote and facilitate the rollout of new products, processes, or systems impacting clients.
• Coordinate with relationship managers to interact periodically with key clients, gather feedback, and assess service satisfaction.
• Lead Monthly Branch Service Committee meetings involving critical customers to gather service quality feedback.
• Implement and adhere to quality standards like 5S, ISO 9001:2000, and Six Sigma, meeting or surpassing quality benchmarks.
• Drive cross-selling and portfolio management, acquiring liabilities from family or group members and promoting bank and third-party products in non-managed portfolios.
• Manage Profit & Loss and Balance Sheet responsibilities for spoke branches and execute branch strategies aligned with overall banking objectives.
• Ensure compliance with KYC and process documentation standards for corporate account openings and maintenance.
• Maintain liaison with various internal teams to ensure prompt handling of customer inquiries and resolutions.
• Support internal, external, concurrent, statutory, and RBI audits; resolve audit findings within prescribed timelines and conduct self-audits.
• Implement operational risk management and fraud prevention initiatives, mentor BSD teams, and report risk and loss data to head office.
• Promptly escalate business-impacting issues with suggested solutions to relevant team leads and business unit heads.
• Manage local vendor and agency relationships to guarantee smooth transaction execution.
• Lead cost and expense management programs across branches.
• Monitor team performance, implement performance management, and cultivate talent through coaching and development.
• Apply risk policies and maintain internal control systems to meet regulatory and audit requirements, bridging gaps identified in audits.

Eligibility Criteria

The position is open to any graduate willing to undertake full-time employment at Bengaluru.