- Service & Quality
- Oversees day to day smooth & error free functioning of the functions / duties associated with in all cluster Branch Operations - Customer Service, Operations Risk management and Audit / Compliance & Control framework for the respective Cluster Branches.
- Serves as the Single Point of Contact for Cluster functions that require implementation of initiatives at region wise branches; for Cluster functions seeking feedback, MIS, etc from the respective branches.
- Ensures that all expectations that clients & colleagues have from the Operations team is delivered in a timely, accurate & reliable manner.
- Manages customer escalations, customer grievance redressal, complaint management and response.
- Ensures that all people, process, data & systems in the branch are well attuned to deliver consistent & superior levels of service to all customers.
- Ensures that adequate records & data pertaining to customer queries and complaints is maintained & analyzed for achieving greater process efficiency.
- Ensures daily / weekly monitoring & analyses of various data points & reports that have bearing on Customer Service & process adherence.
- Promotes recent products, processes or systems roll out impacting the clients actively
- Coordinates with relationship managers and meet / interact with key clients on a periodic basis to take stock of service levels and customer satisfaction. Also collates their feedback & suggestions
- Ensures implementation of all customer service initiatives rolled out from HO, such as collecting feedback through Yes For You forms etc. Also suggest customer service measures for branches
- Leads Monthly “Branch Service Committee” meetings that involves selected critical customers invited in the branch whose feedback is solicited to improve service quality levels
- Implements 5S, ISO 9001:2000, Six Sigma standards & meets/exceeds set quality parameters conforming to the standards.

- Cross Sell & Portfolio Management
- Acquire Liabilities of family/group members of customers in the non-managed portfolio




- Ensures Cross sell of other bank and third-party products to existing customers in non-managed portfolio
- Liabilities & Investment Management Process - Account Opening & Maintenance for Corporate Relationships:

- Ensures compliance with KYC requirements.
- Ensures timely delivery of customers’ enquiries and instructions, whilst ensuring that the Bank’s delivery standards in achieving total customer satisfaction are met e.g. timely checking of account opening documentation, opening of accounts etc.
- Ensures adherence to process & documentation standards (e.g., forms/checklists, welcome calling, approvals, etc.)
- Ensures pro-active & sustained liaison with NOC, Product, Sales RM, CHs etc. where required.
- Ensures timely follow up with Sales RMs / CBL’s for resolution of any outstanding deferrals.

- Audit & Compliance:

- Supports Branch Audits by Internal, External, Concurrent, and Statutory & RBI auditors
- Implements process, policies as per guidelines & audit rating of the branch
- Ensures comprehensive compliance with all internal, regulatory and statutory requirements as relevant for various product and services from a branch perspective;
- Ensures that audit findings are resolved within the specified TATs
- Ensures DCFC checklist is checked thoroughly and signed off on daily basis.
- Conducts self-audits in the branch (e.g., Monthly sweep audit, etc.) ensures any anomalies are brought to the notice of senior management along with mitigating steps initiated
- Sensitizes each DBM/PB member on adherence of process & policies.

- Ops Risk Management & Fraud management

- Ensures continuous monitoring of key risk indicators for branches, and implement control measures




- Supports implementation of all initiatives initiated by HO towards overall Operations risk management and Fraud Prevention & control
- Mentors & trains BSD team, towards Ops Risk Management & fraud prevention and control
- Reports all Ops Risk related issues & Loss data to the HO
- Monitors and tests the control measures implemented in the BSD function towards Ops Risk Management & Fraud Management

- Others:

- Ensures timely escalation of issues that is impacting business and possible solutions to address the concerns to the BMs & CHs.
- Manages Local Vendors /agency relationships to ensure smooth execution of transaction

- Drives Overall cost & expense management initiatives across branches.
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- Responsible for driving superior customer experience and operational excellence across all branches within the cluster.
- Focuses on strengthening customer relationship management by ensuring consistent delivery of high‑quality service, timely issue resolution, and adherence to regulatory and internal process standards.
- Through effective oversight, coaching, and collaboration with branch and regional leadership, the Cluster Head ensures that every customer interaction is seamless, compliant, and aligned with the Bank’s service excellence vision, resulting in stronger customer relationships and improved branch performance across the cluster.
- Implements the risk policies and processes (operational, regulatory, financial, informational, reputational and audit risks), ensuring that that these meet regulatory and internal requirements.
- Implements the internal control systems in the department and participates in the departmental audits.
- Implements practices to bridge gaps identified during departmental audits
- Monitors and enables the achievement of goals and key performance indicators for direct reports and ensures effective implementation of the performance management process in the section.
- Develops talent within the team by providing guidance, ongoing feedback, coaching and development opportunities to individuals to enable achievement of the defined goals.

📌 Cluster Head Service and Operations (India)
🏢 Yes Bank
📍 India