Cluster Operations Head

• 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 with discretion necessary to fulfill the Bank's goals and 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 executio...

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