RBB-Cluster Head

Job Title

Cluster Head

Business Unit

Retail Branch Banking

Reporting To

Circle Head/Zonal Head/Regional Head

Job Function and Role Type

Sales, Supervisory, Extensive Travel Required

Version No

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Job Purpose

Lead a result-oriented team to manage cluster profitability, achieve sales targets, and ensure high-quality customer relationship management. Oversee branch operations, compliance, and achievement of business objectives.

Key Responsibilities

Achievement of Business Targets

Achieve income and contribution targets.

Achieve incremental CASA targets.

Cross-sell products like Demat, Credit Cards, and Insurance.

Program / Channel Management

Ensure RM \& IRM channel target achievement.

Manage HNW portfolios and customer service.

Achieve cross-sell ratio targets.

Corporate Salary Program

Grow corporate salary account portfolio.

Achieve incremental value and account targets.

Ensure cross-sell ratio for corporate accounts.

PB Portfolio / Customer Contact Management

Grow SB and Current Account portfolios.

Ensure customer contact ratio.

Achieve cross-sell ratio targets.

Direct Banking Channel

Achieve branch business plans on income and CASA.

Turn around underperforming branches.

Promote fee-earning products like ATM acquiring and Retail FX.

Customer Service

Control attrition and grow existing portfolios.

Resolve complaints and improve TAT.

Organize customer meets for feedback.

Network Expansion

Plan and execute branch and offsite ATM expansion.

Identify and lease properties for new branches.

People Management

Recruit and train staff on skills and product knowledge.

Motivate staff and manage turnover.

Foster a high-morale work environment.

Branch Operations

Maintain high audit ratings.

Prevent frauds and operational errors.

Cost Management \& Staff Productivity

Control costs within budget.

Improve branch profitability and staff productivity.

Weed out unprofitable accounts.

Others

Support direct sales teams and other business groups.

Lead marketing activities and branch visits.

Communicate senior management directives effectively.

Education

Graduation (minimum).

Certifications

AMFI Certification (optional), IRDA Certification (optional), NCFM Certification (optional).

Key Competencies

Strategic vision, customer focus, decision-making, team leadership, adaptability.

Major Stakeholders

Customers, retail marketing, audit, IT, product development, retail operations, RBI officials.

Skills

JOB PURPOSE

Lead a result oriented team and is responsible for

• Managing cluster profitability, achieving the Cluster sales targets, ensuring high quality service and customer relationship management.Ensure compliance with banking rules, regulations \& procedures.
• Own all cluster-banking objectives and over all branch supervision.
• Ensure achievement of overall Branch Targets by generating business and cross sales.
• Key customer Relationship Management \& Supervision of all High Net Worth customer Programs.
• Ensure all components of the branch sales model function as per design
• Complaints Handling
• Review Cluster Operations Report
• Branch Merchandising \& Co-ordination with Marketing at product level
• Periodic review of Progress Vs Objectives
• Ensure clarity of Business objectives among Staff.

About HDFC Bank

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HDFC Bank is one of India’s leading private banks. The Housing Development Finance Corporation Limited or HDFC Ltd was among the first financial institutions in India to receive an “in principle” approval from the Reserve Bank of India (RBI) to set up a bank in the private sector. This was done as part of RBI’s policy for liberalization of the Indian banking industry in 1994. HDFC Bank was incorporated in August 1994 in the name of HDFC Bank Limited, with its registered office in Mumbai, India. The bank commenced operations as a Scheduled Commercial Bank in January 1995. As of March 31, 2026, the Bank’s distribution network was at 9,689 branches and 21,172 ATMs across 4,175 cities / towns as against 9,455 branches and 21,139 ATMs across 4,150 cities / towns as of March 31, 2025. 50% of the branches are in semi-urban and rural areas. In addition, the Bank has 14,400 business correspondents, which are primarily manned by Common Service Centres (CSC). The Bank’s international operations comprise five branch

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