Cluster Head

Role & responsibilities

Business & Revenue Management

• Drive business growth and achieve revenue, profitability, and productivity targets across the cluster.
  
• Develop and execute cluster-level business strategies aligned with organizational goals.
  
• Monitor market trends, competition, and customer needs to identify growth opportunities.
  
• Ensure effective cross-selling and upselling of products/services.
  

Branch / Unit Operations

• Oversee day-to-day operations of all branches/units within the cluster.
  
• Ensure adherence to SOPs, service standards, and operational efficiency.
  
• Monitor key performance indicators (KPIs) and take corrective actions where required.
  
• Ensure timely resolution of operational and customer escalations.
  

People Management

• Lead, mentor, and develop Branch Managers and key team members.
  
• Drive performance management, goal setting, and regular reviews.
  
• Ensure adequate staffing, training, and succession planning.
  
• Foster a high-performance and compliant work culture.
  

Compliance & Risk Management

• Ensure adherence to regulatory guidelines, internal policies, and audit requirements.
  
• Monitor risk parameters, control deviations, and minimize operational losses.
  
• Coordinate with Risk, Compliance, and Audit teams for smooth inspections and closures.
  

Customer Experience

• Ensure high standards of customer service across the cluster.
  
• Handle high-value customer interactions and critical escalations.
  
• Drive initiatives to improve customer satisfaction and retention.
  

Reporting & Stakeholder Management

• Prepare and present MIS, performance reports, and action plans to senior management.
  
• Coordinate with support functions such as HR, Finance, Risk, and IT.
  
• Act as the key liaison between regional leadership and branch teams.

Preferred candidate profile