Group Company: AU Small Finance Bank Limited

Designation: Cluster Operations and Service Manager

Office Location

Position description: #Position description#

Primary Responsibilities: #Primary Responsibilities#

Additional Responsibilities: #Additional Responsibilities#

Reporting Team

- Reporting Designation: #Reporting Designation#
- Reporting Department: #Reporting Department#

Educational Qualifications Preferred #Education and Experience#

- Category: #Category#
- Field specialization: #Field specialization#
- Degree: #Degree#
- Academic score: #Academic score#
- Institution tier: #Institution tier#

Required Certification/s: #Required Certification/s# Required Training/s: #Required Training/s#

Required Work Experience

- Industry: #Industry#
- Role: #Role#
- Years of experience: #Years of experience#

Job Brief:- We are seeking a highly experienced and strategic professional to lead and oversee cluster-level operations and service functions within AU Small Finance Bank Limited. This role demands a dynamic leader who can drive operational excellence, ensure compliance with regulatory standards, and enhance customer service delivery across multiple branches within the cluster. The ideal candidate will possess deep expertise in financial services operations, strong leadership capabilities, and a proven track record of managing complex operational challenges in a fast-paced banking environment. This position plays a critical role in aligning operational strategies with the bank’s growth objectives while fostering a culture of continuous improvement and customer-centric service.

Responsibilities:-





- Lead and manage end-to-end operations and service delivery across all branches within the assigned cluster, ensuring alignment with the bank’s policies and regulatory requirements.
- Develop and implement operational strategies to optimize branch performance, enhance customer experience, and improve service efficiency.
- Monitor and analyze key performance indicators (KPIs) to identify operational risks, service gaps, and opportunities for process improvements.
- Ensure strict adherence to compliance, risk management, and audit guidelines to maintain the highest standards of operational integrity.
- Collaborate with cross-functional teams including credit, compliance, and technology to streamline processes and resolve operational issues promptly.
- Drive training and development initiatives for branch operations and service teams to build capabilities and maintain high service standards.
- Manage escalation of operational and service-related issues, providing timely resolution and maintaining stakeholder communication.
- Oversee resource planning and allocation within the cluster to ensure optimal staffing and operational efficiency.




- Lead initiatives for digital transformation and automation within cluster operations to enhance productivity and customer satisfaction.
- Prepare and present detailed operational reports and insights to senior management to support strategic decision-making.

Skill:-

- Cluster Operations Management
- Financial Services Compliance
- Risk Management and Mitigation
- Customer Service Excellence
- Process Optimization
- Team Leadership and Development
- Performance Analytics and Reporting
- Regulatory Framework Knowledge
- Cross-functional Collaboration
- Digital Banking Operations
- Resource Planning and Allocation
- Conflict Resolution and Escalation Management

Preferred Qualifications:-

- Bachelor’s degree in Business Administration, Finance, or a related field; MBA or equivalent postgraduate qualification preferred.
- Minimum 8-10 years of progressive experience in operations and service management within the financial services or banking sector, with at least 3 years in a leadership role managing multiple branches or clusters.

Key Performance Indicators: #Key Performance Indicators# Required Competencies: #Required Competencies#

Required Knowledge: #Required Knowledge#

Required Skills: #Required Skills#

Required Abilities

- Physical: #Physical#
- Other: #Other#

Work Setting Details: #Work Environment Details#

Specific Requirements

- Travel: #Travel#
- Vehicle: #Vehicle#
- Work Permit: #Work Permit#

Other Details

- Pay Rate: #Pay Rate#
- Contract Types: #Contract Types#
- Time Constraints: #Time Constraints#
- Compliance Related: #Compliance Related#
- Union Affiliation: #Union Affiliation#

📌 Cluster Operations and Service Manager (Kolkata)
🏢 AU Small Finance Bank
📍 Kolkata