Responsible for managing all operations resources effectively to ensure smooth and efficient delivery.
Responsible for planning, organizing and managing operations and administration of the branches within the cluster in line with the Bank's goals, policies and guidelines
Lead and drive service excellence and customer satisfaction levels for the branches within cluster, alongside Cluster Sales Head
Deploy service rituals to maintain high level of service delivery and timely resolution of service and operation issues and escalation of issues, if applicable.
Fully responsible for achievement of all customer service targets (queue management, average waiting time, service level) at cluster level.
Responsible to drive branches deposit growth and cross selling revenue.
Drive process improvement with automation when applicable or centralization initiatives with CSD at cluster level, ensuring all execution plans are implemented as per stipulated schedule and cost.
Responsible for ensuring Record Management is up to date and adhere to Clean Desk Policy at all time.
