Cluster Operations and Service Manager

AU Small Finance Bank

Kolkata District

On-site

INR 1,500,000 - 2,100,000

Full time

14 days+

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Job summary

AU Small Finance Bank Limited seeks a senior professional to lead cluster-level operations and service functions across multiple branches. You will drive operational excellence, ensure regulatory compliance, and elevate customer service delivery while aligning with growth objectives.

The role demands deep financial services operations expertise, strong leadership, and a track record of managing complex operational challenges in a fast-paced banking environment.

Qualifications

Bachelor’s degree in Business Administration, Finance, or related field; MBA preferred.
Minimum 8-10 years of progressive experience in operations and service management in banking/financial services.
At least 3 years in a leadership role managing multiple branches or clusters.

Responsibilities

Lead and manage end-to-end operations and service delivery across all branches within the cluster.
Develop operational strategies to optimize branch performance and customer experience.
Monitor KPIs to identify risks and opportunities for process improvements.
Ensure compliance, risk management, and audit guidelines are met.
Collaborate with credit, compliance, and technology to streamline processes.
Drive training and development for branch operations and service teams.
Oversee resource planning and allocation within the cluster.
Lead digital transformation and automation initiatives in cluster operations.
Prepare and present operational reports and insights to senior management.

Skills

Cluster Operations Management

Financial Services Compliance

Risk Management

Customer Service

Process Optimization

Team Leadership

Performance Analytics

Regulatory Knowledge

Cross-functional Collaboration

Digital Banking

Resource Planning

Escalation Management

Education

Bachelor’s degree in Business Administration/Finance or related field

MBA or equivalent postgraduate qualification preferred

Job description

Group Company:

AU Small Finance Bank Limited

Designation:

Cluster Operations and Service Manager

Position description:

#*Position description*#

Primary Responsibilities:

#*Primary Responsibilities*#

Additional Responsibilities:

#*Additional Responsibilities*#

Reporting Team

Reporting Designation: #*Reporting Designation*#
Reporting Department: #*Reporting Department*#

Educational Qualifications Preferred

Category: #*Category*#
Field specialization: #*Field specialization*#
Degree: #*Degree*#
Academic score: #*Academic score*#
Institution tier: #*Institution tier*#

Required Certification/s:

#*Required Certification/s*#

Required Training/s:

#*Required Training/s*#

Required Work Experience

Industry: #*Industry*#
Role: #*Role*#
Years of experience: #*Years of experience*#

Job Brief:

We are seeking a highly experienced and strategic professional to lead and oversee cluster-level operations and service functions within AU Small Finance Bank Limited. This role demands a dynamic leader who can drive operational excellence, ensure compliance with regulatory standards, and enhance customer service delivery across multiple branches within the cluster. The ideal candidate will possess deep expertise in financial services operations, strong leadership capabilities, and a proven track record of managing complex operational challenges in a fast-paced banking environment. This position plays a critical role in aligning operational strategies with the bank’s growth objectives while fostering a culture of continuous improvement and customer-centric service.

Responsibilities

Lead and manage end-to-end operations and service delivery across all branches within the assigned cluster, ensuring alignment with the bank’s policies and regulatory requirements.
Develop and implement operational strategies to optimize branch performance, enhance customer experience, and improve service efficiency.
Monitor and analyze key performance indicators (KPIs) to identify operational risks, service gaps, and opportunities for process improvements.
Ensure strict adherence to compliance, risk management, and audit guidelines to maintain the highest standards of operational integrity.
Collaborate with cross-functional teams including credit, compliance, and technology to streamline processes and resolve operational issues promptly.
Drive training and development initiatives for branch operations and service teams to build capabilities and maintain high service standards.
Manage escalation of operational and service-related issues, providing timely resolution and maintaining stakeholder communication.
Oversee resource planning and allocation within the cluster to ensure optimal staffing and operational efficiency.
Lead initiatives for digital transformation and automation within cluster operations to enhance productivity and customer satisfaction.
Prepare and present detailed operational reports and insights to senior management to support strategic decision-making.

Skill

Cluster Operations Management
Financial Services Compliance
Risk Management and Mitigation
Customer Service Excellence
Process Optimization
Team Leadership and Development
Performance Analytics and Reporting
Regulatory Framework Knowledge
Cross-functional Collaboration
Digital Banking Operations
Resource Planning and Allocation
Conflict Resolution and Escalation Management

Preferred Qualifications

Bachelor’s degree in Business Administration, Finance, or a related field; MBA or equivalent postgraduate qualification preferred.
Minimum 8-10 years of progressive experience in operations and service management within the financial services or banking sector, with at least 3 years in a leadership role managing multiple branches or clusters.

Key Performance Indicators:

#*Key Performance Indicators*#

Required Competencies:

#*Required Competencies*#

Required Knowledge:

#*Required Knowledge*#

Required Skills:

#*Required Skills*#

Required Abilities