Job Title
Cluster Head
Business Unit
Retail Branch Banking
Reporting To
Circle Head/Zonal Head/Regional Head
Job Function and Role Type
Sales, Supervisory, Extensive Travel Required
Version No
2.0
Job Purpose
Lead a result-oriented team to manage cluster profitability, achieve sales targets, and ensure high-quality customer relationship management. Oversee branch operations, compliance, and achievement of business objectives.
Key Responsibilities
Achievement of Business Targets
Achieve income and contribution targets.
Achieve incremental CASA targets.
Cross-sell products like Demat, Credit Cards, and Insurance.
Program / Channel Management
Ensure RM & IRM channel target achievement.
Manage HNW portfolios and customer service.
Achieve cross-sell ratio targets.
Corporate Salary Program
Grow corporate salary account portfolio.
Achieve incremental value and account targets.
Ensure cross-sell ratio for corporate accounts.
PB Portfolio / Customer Contact Management
Grow SB and Current Account portfolios.
Ensure customer contact ratio.
Achieve cross-sell ratio targets.
Direct Banking Channel
Achieve branch business plans on income and CASA.
Turn around underperforming branches.
Promote fee-earning products like ATM acquiring and Retail FX.
Customer Service
Control attrition and grow existing portfolios.
Resolve complaints and improve TAT.
Organize customer meets for feedback.
Network Expansion
Plan and execute branch and offsite ATM expansion.
Identify and lease properties for new branches.
People Management
Recruit and train staff on skills and product knowledge.
Motivate staff and manage turnover.
Foster a high-morale work environment.
Branch Operations
Maintain high audit ratings.
Prevent frauds and operational errors.
Cost Management & Staff Productivity
Control costs within budget.
Improve branch profitability and staff productivity.
Weed out unprofitable accounts.
Others
Support direct sales teams and other business groups.
Lead marketing activities and branch visits.
Communicate senior management directives effectively.
Education:
Graduation (minimum).
Certifications:
AMFI Certification (optional), IRDA Certification (optional), NCFM Certification (optional).
Key Competencies
Strategic vision, customer focus, decision-making, team leadership, adaptability.
Major Stakeholders
Customers, retail marketing, audit, IT, product development, retail operations, RBI officials.
RBB-Cluster Head · HDFC Bank