Cluster Lead-First Select

Job Requirements

About the Role

: Cluster Lead-First Select **

The Cluster Lead-First Select is responsible for managing a team of Elite Bankers (Select) to deliver business and Smart Banker channel’s objectives across Retail Liabilities. This role involves driving recruitment, sales planning, performance monitoring, and mentoring to ensure effective tele-calling and customer engagement. The Cluster Lead plays a key role in enhancing customer experience, deepening relationships with HNI clients, and ensuring compliance with regulatory norms. The role also requires collaboration across functions to deliver comprehensive banking solutions and drive digital adoption.

Key Responsibilities

Primary Responsibilities

• Lead quality recruitment, sales planning, and business delivery tracking for the VRM (Virtual Relationship Manager) team.
• Monitor and review VRM performance, mentor team members, and ensure adherence to tele-calling guidelines and regulatory norms.
• Ensure achievement of goal sheet objectives and revenue targets by the VRM team.
• Enhance engagement with HNI customers through client meetings and joint calls with Relationship Managers and support functions.
• Drive onboarding to the Privilege Program, cross-sell initiatives, and improve product-per-client ratios.
• Ensure completion of assigned tasks, triggers, campaigns, and client outreach programs by the VRMs.
  
  

• Ensure VRMs deliver best-in-class customer service and follow all audit and compliance processes.
• Develop data-driven sales plans to improve portfolio quality and account usage.
• Ensure accurate recording of sales activities and adherence to service processes across the zone.
  
  

• Champion IDFC FIRST Bank’s customer-first culture by promoting high service standards.
• Attract and retain top talent for the VRM team and manage attrition effectively.
• Monitor employee productivity, hiring quality, and attrition metrics, and implement improvements.
• Promote the use of data analytics to enhance marketing propositions for liability customers.
  
  

• Graduation: Any discipline (Full-Time)
• Postgraduation: MBA / PGDM / Any discipline (Preferred)
  
  

• Minimum 8 years of relevant experience in retail banking, sales leadership, or customer relationship management.
  
  

• Strong leadership and team management capabilities.
• Excellent communication and mentoring skills.
• Deep understanding of retail liabilities and cross-sell strategies.
• Ability to drive customer engagement and digital adoption.
• Analytical mindset with a focus on performance metrics and compliance.