Cluster Manager - HDFC BB - Bangalore

Role overview

This position is responsible for generating insurance business through an assigned banking relationship or channel partner in a defined area or zone. The role requires influencing the relationship team so they can present Birla Sun Life Insurance solutions to their customers, while ensuring strong pre-sales and post-sales support for both the channel and end customers. A key expectation is to deliver target achievement with steady quarter-on-quarter business growth.

Role purpose

The main objective is to build insurance revenue from the assigned HDFC banking relationship, strengthen execution across sales and service processes, and maintain a productive partnership with the channel. The role also involves coordinating with internal teams to support issuance, training, complaints, renewals, and relationship management.

Scope and impact

• Team size is approximately 10 to 11 people, depending on branch spread.
• The vertical carries full accountability for sales outcomes that directly influence the relationship’s top-line performance.
• Customer complaints are expected to remain at zero, with close personal attention from the vertical head.
• Persistency expectations include 80% premium persistency and 80% policy persistency, along with a 13-month rolling premium persistency focus.
• Annualized premium target is approximately 5 to 10 crore.

Key challenges

• The role operates in a volatile market where unit-linked insurance products are a major part of the business mix.
• Success depends heavily on alignment with the HDFC branch banking model, which may have competing priorities.
• The job requires balancing internal process standards with the expectations of channel partners.

Responsibilities

• Deliver premium and revenue targets and contribute to the company’s overall growth.
• Maintain regular engagement with multiple branch heads and other key stakeholders in the bank.
• Map all critical decision makers and keep relevant relationship heads informed.
• Promote and execute company-driven recognition and reward initiatives through the channel.
• Design and implement branch activities that improve customer penetration and business conversion.
• Ensure sales and operational processes run smoothly to maximize business potential.
• Communicate changes in processes, rules, and regulations through suitable training modules.
• Make sure sales and service actions such as sales calls, policy issuance, and complaint handling happen without delays or blockers.
• Manage customer requirements within the bank relationship using appropriate insurance and banking products.
• Strengthen the relationship at every level to deliver better business outcomes.
• Identify and build new business opportunities within the assigned area or relationship.
• Develop innovative methods to improve database penetration and business conversion.
• Monitor FLS review mechanisms, activation levels, and average ticket size expectations.
• Maintain the intended product mix across traditional plans, ULIPs, and term products.
• Share inputs for new products and sales pitches based on a deep understanding of channel needs.
• Identify training requirements for both in-house teams and channel partners.
• Use the right acquisition approach to secure a profitable business mix for the organization.
• Review business performance regularly and report relevant updates to superiors.
• Conduct welcome calls and customer follow-ups as needed.
• Work to meet persistency norms so renewals are completed on time.
• Respond to customer queries and support renewal completion.

Requirements

• Strong understanding of insurance products and banking products.
• Ability to manage relationships across multiple levels within a bank channel.
• Experience in driving sales through branch banking or open-architecture relationships.
• Capability to coordinate with internal support teams such as trainers, HR, issuance, and client service.
• Comfort with handling customer service issues, policy issuance coordination, and complaint resolution.
• Ability to work in a target-driven environment with a strong focus on persistency and product mix.
• Skill in identifying training needs and supporting team development.
• Ability to analyze business performance and share actionable inputs with leadership.

Additional information

Job band: JB 10

Reporting manager: Circle Relationship Head, HDFC Bank

Superior’s superior: Zone Relationship Head – Relationship HDFC Unit

Function: HDFC Branch Banking

Department: HDFC Channel

Location: Zone Office, Bangalore, Karnataka, India

Business: Life Insurance

Date: February 9, 2018

Relationship model: Open architecture

Internal relationships

• Support executive: Used for policy login and receipting, on a daily basis and as required.
• Trainers: Coordinate training arrangements for the team and relationships, on a monthly and as-needed basis.
• HR: Support recruitment and manpower-related matters, on a daily and as-needed basis.
• Issuance coordinator: Help ensure policies are issued on time, on a daily basis and as required.
• Client service: Handle service-related concerns, on a daily basis and as required.

External relationships

• Relationship: Maintain daily business development coordination and ensure smooth operations with the bank relationship.