Cluster Head

About the Role Lead end-to-end operations for a 23-branch cluster within a region, driving B2B and B2C performance, customer experience, and risk management.

Key Responsibilities

• Cluster Oversight: Manage daily operations and performance across 2–3 branches; align with regional strategy and budgets; track key metrics (revenue, profitability, NPS/CSAT, SLA adherence) and take corrective actions.
• Operations & Process Excellence: Standardize SOPs; optimize onboarding, cash handling, inventory, security, and quality assurance; plan staffing and training.
• B2B & B2C Management: Grow B2B partnerships and enterprise accounts; lead B2C engagement, loyalty, and local marketing; collaborate with Sales/Marketing/Product.
• Growth & Forecasting: Drive revenue, cross-sell/up-sell, set pricing/promotions; contribute to regional forecasts and business plans.
• People & Compliance: Develop branch managers and teams; ensure regulatory compliance and risk controls; oversee audits and incident resolution.
• Stakeholder Communication: Report performance, risks, and opportunities to regional leadership; coordinate with Finance, HR, Compliance, IT.

Requirements

• Bachelor’s degree (Master’s preferred).
• 5 plus years in multi-branch/regional operations or field roles; proven experience managing a 2–3 branch cluster.
• Strong B2B/B2C experience, leadership, and people development skills.
• Data-driven with excellent analytical, communication, and stakeholder management abilities.
• Proficiency in CRM/ERP, MS Office, and dashboards.
• Willingness to travel within the region.