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 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.